Senior Operations Manager

Location: Hybrid / Remote (based in Europe, Middle East, or Africa)

Periodic travel within EMEA required

Position Type: Full-time | Senior Management

Reports To: Vice President, Global Operations or Regional Director, EMEA

Role Overview

The Senior Operations Manager – EMEA (SaaS) is responsible for driving operational excellence, business scalability, and cross-regional performance across the company's Software-as-a-Service (SaaS) operations in Europe, the Middle East, and Africa.

This role will oversee business operations, customer delivery processes, and regional enablement activities to ensure consistent, high-quality execution that supports growth, customer retention, and profitability. The ideal candidate combines strong operational acumen, strategic insight, and leadership experience in a high-growth, technology-driven environment.

Key Responsibilities

1. Regional Operations Leadership

• Lead and optimize end-to-end operational processes across the EMEA region to ensure efficiency, consistency, and scalability of SaaS delivery.

• Partner with sales, customer success, product, and finance teams to streamline workflows and remove operational bottlenecks.

• Develop and monitor regional KPIs, dashboards, and performance reports to drive accountability and transparency.

• Implement and standardize best practices for SaaS delivery, onboarding, renewals, and customer lifecycle management.

• Oversee operational support teams to ensure service-level agreements (SLAs) are met and customer satisfaction is maintained.

1. Strategic Execution & Business Enablement

• Support strategic business planning and operational execution for regional growth initiatives, including new market entries and product launches.

• Drive regional OKRs (Objectives and Key Results) aligned with global operational goals.

• Identify and implement process automation opportunities and technology enhancements to improve operational scalability.

• Contribute to pricing, capacity planning, and resource optimization decisions.

1. Cross-Functional Collaboration

• Act as the key operational liaison between regional teams and global functions (Product, Engineering, Sales Operations, Finance, Legal, and HR).

• Facilitate communication between departments to ensure alignment of strategy, data, and priorities.

• Partner with Customer Success and Technical Support to drive client satisfaction and retention metrics.

• Collaborate with Product and Engineering to provide operational insights and feedback loops that inform SaaS product improvements.

1. Governance, Compliance & Risk Management

• Ensure compliance with regional legal, financial, and data protection requirements (GDPR, ISO standards, etc.).

• Establish and maintain strong governance structures to support efficient, compliant business operations.

• Identify and mitigate operational and business continuity risks across the EMEA region.

• Oversee vendor relationships and third-party contracts impacting regional operations.

1. Leadership & People Development

• Lead, mentor, and develop a distributed regional operations team, fostering a culture of accountability and continuous improvement.

• Drive collaboration, agility, and innovation among cross-functional and multicultural teams.

• Support talent development, performance reviews, and succession planning for key operational roles.

**Qualifications and Experience

Education:**

• Bachelor's degree in Business Administration, Operations Management, Engineering, or related field.

• Master's degree (MBA or equivalent) preferred.

• Professional certifications such as Lean Six Sigma, PMP, or Agile are advantageous.

Experience
:

• 10+ years of progressive experience in operations, program management, or business strategy within the SaaS or technology sector.

• At least 5 years in a senior management or regional leadership capacity.

• Proven experience managing multi-country operations or distributed teams within the EMEA region.

• Demonstrated success in scaling operations in high-growth SaaS or subscription-based environments.

• Experience with customer lifecycle management, renewals, and operational process automation.

Technical Skills:

• Proficiency with SaaS platforms, CRM tools (Salesforce, HubSpot, or similar), and analytics dashboards (Tableau, Power BI).

• Strong understanding of cloud-based software delivery models, SLAs, and customer onboarding processes.

• Experience implementing operational systems and digital transformation initiatives.

• Advanced Excel or financial modeling skills preferred.

Soft Skills:

• Strategic thinker with strong analytical and execution capabilities.

• Excellent communication and stakeholder management skills across technical and non-technical teams.

• Proven ability to lead in a matrixed, fast-paced, and multicultural environment.

• High emotional intelligence, adaptability, and business judgment.

Key Performance Indicators (KPIs)

• Regional operational efficiency and cost optimization metrics.

• On-time delivery and SLA adherence.

• Customer retention and satisfaction (NPS/CSAT).

• Operational process automation and improvement achievements.

• Employee engagement and performance outcomes within the regional operations team.

Why This Role Matters

As the Senior Operations Manager – EMEA (SaaS), you will be at the center of the company's regional growth engine—translating strategy into action, optimizing customer delivery processes, and enabling seamless collaboration across markets. Your leadership will directly influence operational excellence, customer success, and revenue growth across the EMEA region.