Director of Operations


  • Bachelor’s degree or equivalent experience required
  • In addition, five to seven years of experience in related field required 
  • Experience in managing multiple departments
  • Excellent communication skills both verbal and written
  • Polished presentation and interpersonal skills
  • Good knowledge of Microsoft Office and Windows-based computer applications
  • Able to work in a 24/7 work environment with changing schedules


Role Purpose Statement: The job incumbent ensures the competitiveness of several/all activities at the Customer Service Center (CSC) and is responsible for planning, steering and coordinating several/all operation and production activities in order to achieve targets and objectives for the CSC.

Business Strategy, Policies and Tools

  • Execute the implementation of the CSC planning
  • Ensure compliance with the policies provided by CSC and Corporate

Managing Business

  • Provide data for the development of an annual business plan and budgeting for the CSC
  • Implement the short -term manufacturing (or operation) planning in coordination with other relevant interfaces. Ensure efficient and timely corrective actions in case of significant deviations
  • Oversee the CSC economic and operating performance. Ensure that the CSC is managed and controlled efficiently in line with the company’s framework and market requirements.
  • Ensure optimal deployment of human, technical and material resources in the CSC
  • Ensure the ordering of all materials needed at the CSC
  • Ensure that the CSC work methods are in line with the company’s standards and customer contracts
  • Initiate Capex requests
  • Initiate and control continuous optimization of processes
  • Ensure the compliance with safety, health, environmental and quality guidelines provided by Corporate and local regula­tions and customer requirements
  • Ensure clear communication and close cooperation with all relevant internal and external interfaces


  • Ensure that the area of responsibility is properly organized, staffed and directed
  • Guide, motivate and develop the subordinate employees within the Human Resources Policy
  • Participates in coaching the expanded Global Performance System (GPS) process, as well as additional career development activities to enhance the effectiveness and potential of the team
  • Make the company's values and management principles live in the department(s)
  • Plan / Implement and control the cost budget in the area of responsibility; initiate and steer corrective actions in case of deviations
  • Participate and support company sponsored initiatives such as Global Quality Standard (GQS), Hazard Analysis and Critical Control Points (HACCP), Lean Manufacturing, Employee Safety


Key Performance Indicators

  • Cost and productivity
  • Quality score (GQS)
  • Food cost
  • Frequency and severity of work accidents
  • Days on hand
  • Absenteeism rate
  • Staff turnover rate
  • 360° feedback
  • People development/succession planning
  • GPS-System/Performance Management Process
  • If applicable: Customer satisfaction index

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