Chief Operations Officer (Serbia Operations Hub)

Chief Operations Officer (Serbia Operations Hub)
(Country Operations Director)
Location: Belgrade, Serbia (On-site only)
Type: Full-time | Senior Leadership
Salary: €3,200 – €4,200 GROSS + performance-based bonuses

The Role

• We are hiring a strong, structured, and results-driven Chief Operations Officer (COO) to take full ownership of our Serbia Operations Hub.
• This is not an administrative role.
• This is not a supportive role.
• You are the single point of accountability for everything that happens in Serbia: people, discipline, performance, office operations, and operational execution across Sales, Logistics,
• Customer Support, and Administration.
• If something breaks — you fix it.
• If performance drops — you intervene immediately.
• If KPIs are not met — you enforce consequences.
• You will act as the local CEO of the Serbia Hub, ensuring the office operates as a disciplined, KPI-driven, and predictable operation supporting our sales activities in the
• United States, Germany, and Spain.
• Reference: 2o6JU9s9aBRqKiXEvucp4qpTf0XSMWLsyUoWxHcZIHOZOgzl12Bf5_7xoj1jPr-e

Your Mission

Your mission is to build, stabilize, and scale the Serbia office into a high-performance operational hub with clear rules, strong discipline, and measurable results.
This role is about structure, ownership, and execution — not firefighting chaos forever. You will operate with clear authority, defined KPIs, and direct CEO support.

Key Responsibilities

• Full Ownership of Serbia Operations
• Full responsibility for the Serbia office and all on-site employees
• Office infrastructure, equipment, utilities, vendors, and daily operations
• Ensure a professional, stable, and controlled working environment
• People Management & Discipline
• Direct management of all on-site teams:
• Sales (through Sales Supervisors)
• Customer Support
• Operations & Administration
• Logistics
• Enforce:
• attendance
• punctuality
• productivity
• internal rules and standards
• Take decisive actions when required:
• warnings
• performance improvement plans
• terminations
• KPI & Performance Control
• Implement and enforce KPI systems across all departments
• Track and control:
• attendance and schedules
• productivity and activity levels
• individual and team performance
• Ensure weekly performance reporting to the CEO
• Act immediately on underperformance — no delays, no excuses
• Sales Operations Oversight (Not Sales Training)
• Operational oversight of sales execution through Sales Supervisors
• Ensure sales teams:
• follow schedules and shifts
• respect KPIs and internal processes
• operate in coordination with Support, Logistics, and Finance
• Act as escalation point for sales-related operational issues
• You do not train sales or write scripts — you enforce execution
• Logistics & Fulfillment Oversight
• Supervise Logistics Manager and logistics processes
• Ensure:
• orders are processed correctly
• deliveries are on time
• issues are resolved quickly
• Handle escalations, delays, and non-standard situations
• Financial & Cost Control
• Manage local office budget
• Control operational expenses and vendors
• Supervise payroll and payments (with external accountants)
• Optimize costs without compromising performance or discipline
• Legal, Compliance & Administration
• Act as the main local representative for:
• authorities
• landlords
• vendors
• Ensure compliance with Serbian labor and business regulations
• Oversee contracts, documentation, and local administrative requirements
• IT, Systems & Security Oversight
• Supervise:
• CRM systems
• VoIP / call center tools
• internal IT infrastructure
• Ensure data security and uninterrupted operations for EU & US sales teams

Who You Are

Experience

• 5+ years in Operations Management, ideally in:
• Call Centers
• BPO environments
• Sales Operations
• Distribution or performance-driven organizations
• Proven experience managing 20+ on-site employees
• Hands-on experience enforcing KPIs and making tough decisions

Leadership Style

• Firm, structured, and decisive
• Comfortable with accountability and conflict
• You do not avoid problems — you resolve them
• You value results over comfort

Mindset

• Strong ownership mentality
• “Fixer” attitude — you act first, report second
• Zero tolerance for chaos, excuses, or uncontrolled operations

Languages

• Native Serbian
• Fluent English (C1/C2)
• Spanish or German is a plus, not a requirement

Technical Skills

• Strong understanding of CRM systems
• Experience with VoIP / call center tools
• Confident with Excel / Google Sheets and operational reporting

What We Offer

• Gross salary: €3,200 – €4,200, based on experience
• Performance-based bonuses tied to results
• Full authority to build and manage the Serbia Operations Hub
• Direct reporting to the CEO
• International exposure (EU & US markets)
• A stable company with 50+ employees and a premium physical product
• Real decision-making power — not a symbolic role

Important Note

This role is not suitable for:

• Soft managers
• HR-style, people-first leaders
• Candidates uncomfortable with KPIs, discipline, or tough decisions
• Remote-first or “flexible structure” profiles

We are looking for a true operational leader who builds structure, enforces standards, and delivers predictable results.