About us
Are you looking for a profitable scale-up that offers you long-term prospects and a disruptive business model with a growth-oriented corporate culture? Do you also want to grow beyond the usual standards, bring your own initiative and appreciate actively shaping topics? _Then yoummday is the right place for you!_ yoummday: "You made my day " - As an innovative SaaS platform, we connect companies with highly qualified freelance call center agents ("Talents") worldwide. Our digital solution enables flexible, scalable and efficient customer support - without the need for traditional call center structures. We are a family-run Munich-based scale-up with over 350 employees ("Daymakers") at 5 locations in Europe and 1 in the USA - further growth is inevitable ;). Become part of our team and set new standards in AI-supported customer service with us to create smart, data-driven solutions that inspire.
Your tasks
Your mission
yoummday US is seeking an experienced Operations Manager to establish and lead a new customer service and sales program for an industry-leading client in the travel industry. This is an opportunity to build the program from the ground up: shaping its strategy, defining its processes, and driving performance toward ambitious growth targets. The Operations Manager will hold full responsibility for both the operational and process-related aspects of the program and will work closely with senior leadership, with a direct impact on yoummday’s expansion in the U.S. market. The role oversees up to five Talent Coordinators, each of whom coordinates a network of up to 25 independent customer service professionals assigned to the program.
Key Responsibilities
- Serve as the primary point of contact for the client , translating client requirements into operational processes and ensuring high-quality execution in close coordination with the Talent Coordinators.
- Own end-to-end project management of the program, from launch through ongoing delivery: build workflows and capacity plans, translate client-defined goals into day-to-day operations, and manage timelines, milestones, and risks.
- Lead, coach, and motivate a team of up to five remote Talent Coordinators, setting clear targets, overseeing their progress toward client goals, providing regular feedback and development, and empowering them to work independently, with a focus on maximizing customer satisfaction and sales performance.
- Analyze all relevant program KPIs , including customer satisfaction, sales conversion, service levels, and quality; identify areas for improvement early and proactively drive timely optimizations.
- Prepare regular performance reports and business reviews for the client and senior leadership.
- Coordinate all internal and external stakeholders to ensure seamless processes, and collaborate closely with the operations management team, including colleagues in Europe, to drive continuous process improvement.
Qualifications
_Required_
- 3 -5 years of experience in operations management or team leadership, with a minimum of three years required.
- At least two years of customer service experience in any setting.
- Experience in the travel industry or in hotel hospitality.
- Proven experience coaching and developing team leaders or supervisors, including in a remote setting.
- Demonstrated project management experience, including planning, prioritizing, and delivering multiple workstreams on schedule.
- Proven track record of building, leading, and motivating high-performing teams, setting clear targets, monitoring KPIs, and driving revenue growth while maintaining customer satisfaction.
- Demonstrated success managing client relationships, with a strong understanding of client needs and delivery against KPIs.
- Strong analytical skills and experience using performance data to make operational decisions.
- Excellent written and verbal communication skills in English, with the ability to engage confidently with client executives.
- A confident, authoritative leadership style: sets clear direction, brings deep subject-matter knowledge, and earns buy-in through expertise rather than pressure.
- A structured, organized approach to work, with the ability to balance quality with sales results and adapt quickly to changing priorities.
- Ability to work effectively in a fast-paced remote environment and in cross-functional, intercultural teams.
_Preferred_
- Bachelor’s degree in business, hospitality, or a related field, or equivalent professional experience.
- Experience launching new programs or accounts, particularly in a BPO or outsourced CX setting.
- Professional proficiency in Spanish.
Compensation and Benefits
This is a hybrid position based in Miami, Florida, with an anticipated start date of December 2026 to January 2027.
- Competitive salary
- Generous paid time off
- Medical, dental, and vision insurance
- 401(k) plan with company contribution
At yoummday, we value diversity and equal opportunities. We welcome applications regardless of gender, background, age, sexual orientation, religion, or disability. Different perspectives make us stronger – which is why we actively promote an inclusive work environment where everyone can reach their full potential.