Genpact

Operations Manager

Genpact

full-time

Posted on:

Location Type: Hybrid

Location: Lisbon • Portugal

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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.
  • Prioritize and manage reporting needs across internal and client-facing functions.
  • Ensure data integrity and alignment between operational metrics, financials, and business goals.
  • 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.
  • Lead root cause analysis and corrective action planning for service delivery issues.
  • Partner with Quality, Training, Product Support, HR, and other internal teams to ensure cohesive and effective operations.
  • Stay informed on platform updates, policy changes, and product launches to ensure operational readiness and alignment.

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.
  • Relevant experience in Order Management, Supply Chain, or similar processes in nature.
  • Demonstrated ability to work independently, take initiative and follow up on assigned
  • Strong communication and interpersonal skills, good at work under pressure.
  • Highest level of professionalism, self-motivation and sense of urgency.
  • Ability to remain calm and professional under pressure.
  • Adaptable and energized by a fast-paced environment.
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 & Tools
digital marketingsalesoperations managementdata analysisbudgetingforecastingcost controlorder managementsupply chain managementcontinuous improvement
Soft Skills
leadershipteam developmentstrategic thinkinganalytical skillsproblem-solvingcommunicationinterpersonal skillsadaptabilityprofessionalismself-motivation