Business Process Outsourcing Manager

Ready to lead, disrupt and reinvent the sleep industry?

We are Emma – The Sleep Company. Created in 2013, we are now the world's largest D2C sleep brand, available in over 30 countries and recommended by many consumer associations in EMEA, APAC, and the Americas. We're pushing the boundaries of technology to transform the world of sleep and we want your help to pull it off.

We're a highly ambitious, hard-working team that pushes you to produce your best work yet. We focus on how we approach problems, we chase growth, and set ambitious goals. Want your ideas to have an impact and your career to grow? Then Emma is the right place for you.

What you'll do

• Establish Operational Foundations: Develop and implement the foundational processes and structures necessary for the new business line's success.
• Oversee BPO Operations: Manage relationships with external partners to ensure alignment with Emma's growth objectives.
• Drive Process Improvements: Collaborate with internal teams to define new processes and enhance existing ones, aiming to boost performance and efficiency.
• Performance Tracking: Implement and monitor key performance indicators (KPIs) to assess and improve service delivery.
• Stakeholder Collaboration: Work closely with both external stakeholders and internal departments to ensure seamless operations and communication.
• Balancing Cost, Quality and Service will be key to be successful in this role.

Who we are looking for

• Technical Proficiency: Strong analytical skills for data analysis and reporting, with experience in process optimization and quality assurance.
• Technological Expertise: Familiarity with call center technologies, including CRM systems and workforce management tools.
• Project Management Skills: Proven ability to plan, execute, and oversee projects aimed at process improvement and technology implementation.
• Leadership Abilities: Demonstrated experience in leading teams, managing vendor relationships, and driving performance improvements.
• Communication Skills: Excellent verbal and written communication skills to effectively interact with stakeholders at all levels.

What we offer

• Pet-friendly environment, where you can bring your furry desk buddy; 
• Discounts on our top-notch products;
• Health insurance including dentist; 
• 24 days holidays / year +1 day/year at Emma (máx. 29 days); 
• The opportunity to collaborate with multinational teams; 
• Exciting events that aren't just team-building exercises but opportunities to create epic memories; 
• All the tools you need to grow and ownership from the beginning. 

Become an Emmie

Emma is transforming the world of sleep - and we want the highest-performing people to help us pull it off. We want you. But only if you're willing to go all in. Only if you're willing to question, disrupt, innovate, and create from the ground up. ​

We proudly celebrate diversity. We are an equal-opportunity employer committed to promoting inclusion in our workplace. We consider all qualified applicants for employment without regard to race, ethnic origin, religion or belief, gender, gender identity or expression, sexual orientation, national origin, disability, or age.

Our aim is to get back to you in a couple of days, however, we are currently receiving a large number of applications and this might lead to a delay in the process. We will get back to you as soon as possible!