Head of Operations (Belgrade & International)

Head of Operations (Belgrade & International)

Location: Belgrade, Serbia (On-site only)

Type: Full-time | Senior Leadership

Salary: €2.800,00 – €3.500,00 GROSS + performance-based bonuses

The Role

We are hiring a strong, decisive, and results-driven Head of Operations to take full ownership of our Belgrade office & International Operations.

This role is not administrative and not supportive.

You are the single point of responsibility for everything that happens in the office: people, performance, discipline, sales execution, logistics coordination, and daily operations.

• If something is broken — you fix it.
• If performance is low — you act immediately.
• If people don’t meet KPIs — you enforce consequences.
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You will act as the local CEO of the Belgrade Hub and the right hand of the CEO, ensuring the office operates as a high-performance machine supporting our sales in Germany and the United States.

Your Mission

Your mission is to build, stabilize, and scale the Belgrade office into a disciplined, KPI-driven operation that delivers predictable results.

You are responsible for:

• People
• Performance
• Processes
• Discipline
• Accountability

There are no excuses and no gray zones.

Key Responsibilities

1. Full Office Ownership

• Full responsibility for the Belgrade office and all employees on-site
• Office setup, infrastructure, equipment, utilities, vendors
• Ensuring a professional, stable, and controlled working environment

2. Team Leadership & Discipline

• Direct management of Sales, Customer Support, Operations, Admin, and Logistics teams
• Enforce attendance, punctuality, productivity, and internal rules
• Take decisive actions: warnings, performance improvement plans, terminations

3. Performance & KPI Control

• Implement and enforce KPI systems across all teams

Track and control:

• Sales activity and conversion
• Calls, productivity, and attendance
• Individual and team performance
• Weekly performance reporting to Global HQ

4. Sales & Operations Execution

• Operational responsibility for sales execution (B2C / B2B support)
• Coordination between Sales, Customer Support, Logistics, and Finance
• Ensure orders, deliveries, and internal processes run without disruption

5. Financial & Cost Control

• Manage the local office budget
• Control operational expenses
• Supervise payroll and payments (with external accountants)
• Optimize costs without compromising performance

6. Legal, Compliance & Administration

• Act as the main local representative for authorities, landlords, and vendors
• Ensure compliance with Serbian labor and business regulations
• Coordinate contracts, documentation, and local legal requirements

7. IT & Security Oversight

• Supervise IT systems, CRM, VoIP, and connectivity
• 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
• International Sales organizations
• Performance-driven environments
• Proven experience managing 20+ employees
• Real experience enforcing KPIs and taking tough management decisions

Leadership Style

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

Mindset

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

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 reporting

What We Offer

• Gross salary: €3,500 – €4,500, based on experience & language knowledge
• Performance-based bonuses tied to results
• Full authority to build and manage the local structure
• Direct reporting to the CEO
• International exposure (EU & US markets)
• A stable company with 50+ employees and a premium product
• Real decision-making power — not a symbolic role

Important Note

This role is not suitable for:

• Soft managers
• People-focused HR-style leaders
• Candidates uncomfortable with KPIs, discipline, or tough decisions

We are looking for someone who takes control, delivers results, and builds structure where others see chaos.