Global Operations Manager

Responsibilities

• Steer global service contracts for US-based clients by managing service delivery across international Bosch sites.
• Act as the single point of contact for customers and Bosch delivery locations.
• Manage contract negotiation, maintenance, and change proposals.
• Define, monitor, and steer KPIs and reporting standards to ensure operational quality and profitability.
• Plan and organize resources, including forecasting and scheduling, to meet service level agreements (SLAs).
• Lead, motivate, and guide the professional development of team members.
• Act as an escalation point for customer communications regarding incidents, changes, and requirements.
• Drive continuous improvement processes to optimize existing procedures and resources.

Requirements

• Demonstrated experience managing operations within a high-volume contact center environment.
• 5+ years of operations management experience, including forecasting, scheduling, and real-time operations.
• Master’s degree in Operations Management, Business Management, or equivalent experience in a Service Center area.
• Strong leadership skills with intercultural competencies for managing diverse global teams.
• Proficiency in MS Excel, Word, and standard communication center tools.
• Excellent time management, negotiation, and presentation skills.

Benefits

• Flexible work options and wellness incentives.
• Associate discounts and child care discounts.
• Employee Assistance Program (EAP) and emergency travel assistance.
• Access to Bosch Cafés and social/hobby clubs.
• Business travel accident insurance.

About the Company

Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. Using the latest technology and the Internet of Things, the division develops integrated and innovative service solutions in the areas of Mobility, Monitoring, and Customer Experience. With approximately 8,000 associates at 27 locations, we support international customers in more than thirty-five languages.