Location Details: Serbia, Romania or India – Remote

At GoDaddy the future of work looks different for each team. Some teams work in the office full-events or off sites. Your hiring manager can share more about this role’s hybrid or remote time, others have a hybrid arrangement (they work remotely some days and in the office some days) and some work entirely remotely. Senior Operations Manager – International Messaging Operations – Serbia, Romania or India (Remote)

This is a remote position, so you’ll be working remotely from your home. You may occasionally visit a GoDaddy office to meet with your team for events or meetings. International travel will be required for onsite observations of the BPO. Senior Operations Manager – International Messaging Operations – Serbia, Romania or India (Remote)

As GoDaddy continues to grow, we are looking for a passionate team member who can successfully and effectively manage the day-to-day operation and relationship with vendors on a global scale. This Senior Operations Manager of Customer Care Messaging will work together with the Vendor Performance Manager to lead the BPO Vendor teams in delivering a WoW experience for GoDaddy and its customer by delivering on three core promises; Deliver on Service Level, Create Great Experiences Often and be the lowest cost operator. Senior Operations Manager – International Messaging Operations – Serbia, Romania or India (Remote)

This leader supports the goals of Customer Care through daily performance and operational management. They are the designated mentor inspiring the best possible performance at GoDaddy vendor sites through targeted, data-driven operational management practices. They are an expert in leveraging competency-based operational assessments that help GoDaddy keep a pulse on vendor leadership execution, operational excellence practices, leveling-up the Guide training experience, and is focused on creating high-feedback, high-performance culture that is sustainable longer-term. Senior Operations Manager – International Messaging Operations – Serbia, Romania or India (Remote)

What you’ll get to do…

Responsible for partnering with the Care Site leaders to support the day-to-day performance of outsourced operations – ensuring overall quality levels are delivered
Partnering with Site leaders and BPOs Ops leaders for delivery of KPIs and Budget as per the Monthly targets
Monitor and control cost related initiatives by working with the BPO Management office and BPO Partners
Regularly visit vendor sites for relationship building, performance reviews and to assess overall program health; from Guide experience to processes and best practices
Build and maintain strong relationships with internal and external stakeholders to properly manage expectations on performance for internal stakeholders – Customer Care and Marketing Leadership
Identify opportunities for processes and best-practices adoption, tool adoption, develop and adjust SOPs to align with Customer Care globalization plans and strategy
Partner with the Care Site leader to support efforts from internal and outsourced teams to conduct and engage in meaningful conversation during weekly, monthly, and quarterly business reviews
Set vendors up for success by advocating for them when needed, and ensuring GoDaddy acknowledges and hears their feedback, prioritizing it to drive procedure and tooling improvements
Demonstrate forward-thinking and having a comprehensive approach to delivering great experiences for the GoDaddy Customer
Identify and develop talent within the team. Provide feedback to direct reports that facilitate personal and professional development
Work shoulder to shoulder – Fostering and nurturing an employee culture that exemplifies the GoDaddy brand for employees, customer, partner guides and GoDaddy
Perform other tasks and assignments as directed

Your experience should include…

3+ years of work experience managing BPO operations as client and/or vendor or in a customer care operations leadership role
Experience with Chat, Messaging, ticketing, or other digital support
Understanding of International culture and learning processes
Excellent communication and influencing skills; proven experience of influencing other teams/groups where their support is critical to success
An amazing team player, understanding cultural barriers and bridging business gaps
Solid Project Management experience and ability to oversee multiple projects at once
A willingness to undergo PMP and LSS and Tableau training
Ability to multi-task and meet opposing demands
An ability to identify upstream blockers, prioritize solutions and communicate effectively
Proficient in Microsoft Office (Outlook, Excel, Word, PowerPoint, One Note)
Ability to travel both domestically and internationally (25% of the year)

You might also have…

In-depth expertise in contact center operational leadership
Previous experience launching and implementing new outsourced operations, ideally in a global – offshore location
Project Management Professional
Lean Six Sigma Training – Green Belt
Experienced in managing within a blended agent sales and service model with P&L Responsibility
Proven Ability to influence others that do not directly report to you
Self‑motivated; excels in a minimal guidance, high-profile position
EMEA location preferred

We’ve got your back… We offer a range of benefits that may include paid time off, retirement savings (e.g., 401k, pension schemes), incentive eligibility, equity grants, participation in an employee stock purchase plan, and other family-friendly benefits including parental leave. GoDaddy’s benefits vary based on individual role and location and can be reviewed in more detail during the interview process. Senior Operations Manager – International Messaging Operations – Serbia, Romania or India (Remote)

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We also embrace our diverse culture and offer a range of Employee Resource Groups (Culture). Have a side hustle? No problem. We love entrepreneurs! Most importantly, come as you are and make your own way. Senior Operations Manager – International Messaging Operations – Serbia, Romania or India (Remote)

About us… GoDaddy is empowering everyday entrepreneurs around the world by providing the help and tools to succeed online, making opportunity more inclusive for all. GoDaddy is the place people come to name their idea, build a professional website, attract customers, sell their products and services, and manage their work. Our mission is to give our customers the tools, insights, and people to transform their ideas and personal initiative into success. To learn more about the company, visit About Us. Senior Operations Manager – International Messaging Operations – Serbia, Romania or India (Remote)

At GoDaddy, we know diverse teams build better products—period. Our people and culture reflect and celebrate that sense of diversity and inclusion in ideas, experiences and perspectives. But we also know that’s not enough to build true equity and belonging in our communities. That’s why we prioritize integrating diversity, equity, inclusion and belonging principles into the core of how we work every day—focusing not only on our employee experience, but also our customer experience and operations. It’s the best way to serve our mission of empowering entrepreneurs everywhere, and making opportunity more inclusive for all. To read more about these commitments, as well as our representation and pay equity data, check out our Diversity and Pay Parity annual report which can be found on our Diversity Careers page. Senior Operations Manager – International Messaging Operations – Serbia, Romania or India (Remote)

GoDaddy is proud to be an equal opportunity employer. GoDaddy will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements. Refer to our full EEO policy.

Our recruiting team is available to assist you in completing your application. Senior Operations Manager – International Messaging Operations – Serbia, Romania or India (Remote)

GoDaddy doesn’t accept unsolicited resumes from recruiters or employment agencies.

More Information on GoDaddy

GoDaddy operates in the Information Technology industry. The company is located in Tempe, AZ and Kirkland, WA. GoDaddy was founded in 1997. It has 10000 total employees. It offers perks and benefits such as Remote work program, Diversity employee resource groups, Flexible Spending Account (FSA), Disability insurance, Dental insurance and Vision insurance. To see all 32 open jobs at GoDaddy Senior Operations Manager – International Messaging Operations – Serbia, Romania or India (Remote)

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