Operations Manager (SaaS / Tech) (CPT Onsite)

Environment

A fast-growing German-based Tech company in the SaaS & digital services space is looking for an Operations Manager to oversee day-to-day operations, optimize support flows, or lead teams across regions. This role offers a high-impact opportunity in a dynamic, international environment. You will drive process improvements, implement scalable workflows; define, track, and report on KPIs tied to customer satisfaction while monitoring budgets and controlling operational costs and contributing to customer retention and upsell opportunities through operational insights. Applicants will need 5+ years work experience in Operational or customer-focused roles, ideally within SaaS or Technology companies, the demonstrated ability to scale processes in a high-growth environment, financial literacy and experience working with KPIs, budgets, and performance metrics and proficiency with platforms such as Jira, Process Street, Zendesk, or similar.

Responsibilities

• Operational Leadership & Process Excellence – Take ownership of operational activities and team performance in your assigned company or region.
• Operational Leadership & Process Excellence – Drive process improvements, implement scalable workflows, and ensure efficiency across operations.
• Operational Leadership & Process Excellence – Define, track, and report on KPIs tied to customer satisfaction, performance, and profitability.
• Operational Leadership & Process Excellence – Support implementation projects and ensure seamless delivery of SaaS solutions.
• Team Management & Development – Lead and coach cross-functional teams including onboarding, support, and success functions.
• Team Management & Development – Ensure effective workforce planning, training, and knowledge sharing.
• Team Management & Development – Foster a culture of accountability, agility, and continuous improvement.
• Customer Operations & Retention – Collaborate with Customer Success and Technical Support teams to ensure excellent service delivery.
• Customer Operations & Retention – Monitor SLA compliance, resolve escalations, and continuously improve customer satisfaction.
• Customer Operations & Retention – Support Commercial teams by aligning operational capacity with sales growth and customer needs.
• Customer Operations & Retention – Contribute to customer retention and upsell opportunities through operational insights.
• Reporting & Performance Management – Work closely with finance and senior management to monitor budgets and control operational costs.
• Reporting & Performance Management – Deliver structured weekly reports on key metrics, trends, and improvement plans.
• Reporting & Performance Management – Use data to support business cases and drive strategic decisions.

Requirements

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