Genpact

Senior Operations Manager

Genpact

full-time

Posted on:

Location Type: Hybrid

Location: Lisbon • Portugal

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Job Level

Senior

About the role

  • Serve as the primary operational lead for the site, overseeing the full delivery of digital advertising support services.
  • Define and execute operational strategies aligned with client expectations, business goals, and platform evolution.
  • Act as the key point of contact for senior client stakeholders, internal leadership, and cross-functional partners.
  • Ensure alignment between site-level performance and global/regional business objectives.
  • Lead, mentor, and develop a team of Junior Operations Managers and Team Leads, fostering a high-performance culture.
  • Drive employee engagement, retention, and career development initiatives across the site.
  • Oversee workforce planning, succession planning, and talent development in collaboration with HR and WFM.
  • Ensure consistent delivery of high-quality service across all advertiser support functions, meeting or exceeding SLAs and KPIs.
  • Champion continuous improvement initiatives, leveraging data and feedback to optimize workflows and service delivery.
  • Oversee the implementation of new tools, processes, and policies to support operational scalability and efficiency.
  • Lead regular business review meetings with clients, presenting performance insights, strategic recommendations, and operational updates.
  • Build strong, trust-based relationships with client stakeholders, ensuring transparency, responsiveness, and alignment.
  • Translate complex operational data into clear, actionable insights that support client goals and platform growth.
  • Own site-level financial performance, including budgeting, forecasting, and cost control.
  • Monitor and report on project financials, ensuring profitability and adherence to contractual obligations.
  • Identify opportunities for cost optimization and resource efficiency without compromising service quality.
  • Oversee collaboration with Workforce Management (WFM) and Business Analytics (BA) teams to ensure accurate, timely, and actionable reporting.
  • Proactively identify and mitigate operational risks, escalating critical issues to leadership and clients as needed.
  • Ensure compliance with internal policies, client requirements, and industry regulations.
  • Partner with Quality, Training, Product Support, HR, and other internal teams to ensure cohesive and effective operations.

Requirements

  • Strong Digital Marketing and Sales component
  • Bachelor degree with relevant years of Operations experience leading teams' size of a min 50
  • Relevant years of people management experience, including managing leaders, and a strong desire to develop team members
  • Dynamic leader with experience and passion for managing large and diverse teams across multiple sites in a fast-paced environment, able to deal with rapid change and ambiguity
  • Strategic thinker with strong analytical and problem-solving skills
  • Strong desire to tackle complex problems and deal with rapid changes and ambiguity
  • Continuous improvement mindset with a desire to design effective business operations
  • Competent with Microsoft Office Suites.
Benefits
  • Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation
  • Make an impact – Drive change for global enterprises and solve business challenges that matter
  • Accelerate your career – Get hands-on experience, mentorship, and continuous learning opportunities
  • Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
  • Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
digital advertisingoperational strategiesworkforce planningbudgetingforecastingcost controldata analysiscontinuous improvementservice deliveryperformance metrics
Soft skills
leadershipmentoringemployee engagementteam developmentstrategic thinkinganalytical skillsproblem-solvingrelationship buildingcommunicationadaptability