Operation Manager

**Company Description**:
As a **full-service, data-driven customer experience transformation, **we partner with Top 500 companies in the DACH region and in Eastern Europe. Originally from Switzerland, Merkle DACH was created out of a merger Namics and Isobar - two leading full-service digital agencies.

**Our 1200+ digital enthusiasts **are innovating the way brands are built, through providing expertise in Digital Transformation strategy, MarTech platforms, Creativity, UX, CRM, Data, Commerce, Mobile, Social Media, Intranet and CMS. We are part of the global **Merkle** brand, the largest brand within the dentsu group, who shares with us a network of over 66,000 passionate individuals in 146 countries.

Operation Manager oversee operational activities. An operations manager also strategizes service and process improvements to ensure optimised and tailored managed service. The Operation Manager is ensuring that the service is running as per the contract and is working in close collaboration with the service delivery manager and teams. The Operation Manager will report to the management and client sponsor.

Key Responsibilities:

- Serve as an escalation point for critical issues and incidents.
- Determine strategy for optimizing existing workflows, operationalizing processes, and building effective feedback loops.
- Work with senior management across internal support teams, business unit stakeholders and vendor partners to set and achieve service level agreements.
- Drive best practices with a focus on outcomes for our customers.
- Continuously add value through effective project management, ruthless prioritization, and efficient execution.
- Manage teams of diverse backgrounds, skill sets and technical/functional knowledge. Encourages creative and innovative thinking from team.
- Identifies, assesses, and solves complex business problems for area of responsibility, where analysis of situations or data requires an in-depth evaluation of variable factors.
- Responsibility to continuous improvement of operated client services to ensure availability, performance, scalability, security, supportability and maintainability.
- Ensure that the financial target are followed.

**Qualifications**:
Professional Skills:

- Excellent organizational skills and attention to detail.
- Strong communication skills in English and Italian both written and verbal.
- Structured and analytical problem solving and solution identifying in complex environments.
- Ability to multi-task and use good business judgement.
- Interactions with C-Level executive.

**Experience**:

- Working in a global and complex environments.
- Proven effective leadership and analytical skills.

Capabilities Level:

- Leading.
- Planning and organizing.
- Quality decision making.
- Communicates effectively even in critical circumstances.
- Mobilizing performance & Potential.

**Additional Information**:
We work with highly motivated people, who support and enrich each other. We live the possibilities of the digital world through home office, meaning you can work anywhere with flexible (annual) working hours. We also value face-to-face exchanges - coffee or tea, biscuits or fruit are all welcomed on board and shared throughout our offices.

If you ever feel the need to take a break from the digital world, we love to get hands on together and use pens, paper, and whiteboards for brainstorming sessions. For networking and (brain) food, we offer regular exchange formats, like meetings, tech labs and more. Not enough? We are full believers in education and support training, whether it be internally or externally. We support you.

Personal consultancies - we only work with selected partners.

**Contact**
Aleksandar Žišković
Talent Acquisition Team Lead
Phone: +381 69 789 083