Customer Operations Manager

About the job

At IPF Digital, we’re on the journey of becoming a skills-based organization – where your capabilities and potential matter more than job titles. We want to know what you’re great at, what excites you, and what you’d like to grow into.

You will be responsible for the day-to-day management of the Czech Customer Care team. Providing leadership and direction to Team Leaders and their teams to ensure that an excellent standard of service is provided and maintained.

Customer Operations Manager primary area of focus is to ensure that the business remains operational, sales focused, profitable, customer focused and resourced in an innovative and cost-effective way, and to drive profitability.

Not sure if you tick every box? We’d still love to hear from you.

About Team

• Our Customer Operations team is responsible for delivering outstanding service to our customers while ensuring our processes remain efficient, scalable, and aligned with business goals.

• We collaborate closely with teams across the business – from marketing and risk to technology and compliance – to continuously improve the customer experience and drive sustainable growth.

This role is based in Prague, with responsibility for initiatives across all IPF Digital operations and markets.

Here’s how you’ll put your skills into action:

• Operational Leadership: Lead the day-to-day operations of the Czech Customer Care function, guiding Team Leaders and their teams to consistently deliver high-quality service while maintaining strong operational performance and efficiency.

• Customer Experience Management: Ensure customer satisfaction remains at the heart of everything we do by improving processes, driving innovation in service delivery, and maintaining high standards across internal teams and outsourced partners.

• Performance and Measurement: Use data and operational metrics to monitor performance, identify improvement opportunities, and balance growth with cost efficiency across customer service and verification activities.

• Process Improvement and Automation: Champion continuous improvement by analysing workflows, identifying opportunities for automation, and implementing process enhancements that improve efficiency, scalability, and service quality.

• Stakeholder Engagement: Collaborate with internal teams including marketing, HR, and leadership, while maintaining effective relationships with external partners and regulators to ensure smooth operations and regulatory compliance.

• People Leadership and Development: Build and lead a high-performing team by setting clear goals, developing talent, fostering engagement, and creating an environment where people feel motivated to deliver their best work.

• Communication and language skills: Communicate confidently and clearly in both Polish and English, adapting your language and style to suit diverse audiences. You’ll facilitate collaboration across international teams, ensuring shared understanding and smooth delivery across markets.

• Experience leading or managing teams in customer operations, customer service, or contact centre environments.

• Strong commercial mindset with the ability to balance growth, operational efficiency, and customer satisfaction.

• Experience with process improvement, operational performance metrics, and automation initiatives – ideally within digital financial services.

What to expect next?

Our recruitment process is straightforward and human-centred. You can expect a short screening call followed by a more in-depth interview with the Hiring Manager. We aim to give you clarity and feedback at every step.

What can we offer you?

• Real opportunities for growth – enjoy access to a variety of internal learning and external development initiatives.

• Work-Life Balance - join our Wellbeing Program

• 30 days of vacation: you have a whole month off to relax and travel!

• Flexible working hours - with a shorter weekly commitment of 37.5 hours

• Volunteer days: 2 days off per year that you can donate to charity

• Discount system with our partners

• Family leave: extra 3 days of paid leave for new fathers

• Move your body, clear your mind – choose the benefits from our cafeteria system that suit you - culture, sports, or health

• A truly international environment – you can collaborate with teams from Mexico to Australia. Sounds exciting? That’s just our everyday reality.

From office life

• Meal allowance: extra money for food (meal voucher flat rate)

• Brand-new office in a prime location – work at The Square in Prague 4 with excellent transportation accessibility. Tempted?

• Flexibility is not a buzzword – hybrid work model (3 days a week at the office) and flexible hours are our standard, not a perk.

Here’s how our team describes our culture

The culture at IPFD is driven by our shared values. People are put first, we accept differences, and encourage individuality. Due to our flat business structure, we enjoy collaborating together. Enjoying some good times together is also highly encouraged!

Sounds good? We all think so at IPF Digital.