Job Title: Central Services Operations Director (Contact Centre) Location: Lisbon – 5 days on site Others: Competitive salary and benefitsJoin one of Europe's largest B2 B used vehicle remarketing business! At BCA Europe, we're altogether, more. More than just a vehicle remarketing company. More than just any other place to work. We're Europe's largest vehicle remarketing business, the backbone of the automotive supply chain.BCA is seeking an experienced Central Services Operations Director (GM) for this senior leadership role with responsibility for shaping how buyer‐facing operations are delivered at scale. In addition to leading core Buyer Operations teams, the role provides office leadership and operational oversight across a broader range of centrally based functions, helping to create a mature, high‐performing European Operations Hub in Lisbon.You will be a visible senior leader on site, setting standards, enabling collaboration, and driving consistency, insight, and engagement across teams — even where direct line management does not exist.This role plays a critical part in:Delivering a seamless, centralised buyer experience across EuropeCoordinating multiple operational functions into a single, high‐performing hubImproving decision‐making through data, insight, and governanceCreating a strong office culture aligned to BCA values and performance expectationsRole Accountabilities:Own the end‐to‐end Buyer Operations strategy across Europe.Lead teams responsible for buyer registration, onboarding, customer support and claims management.Drive standardisation and centralisation while supporting local market and regulatory needs.Monitor KPIs, SLAs, and service quality benchmarks, seeking continuous improvement in customer experience.Lead transformation across people, processes, and technology.Office Leadership & Central Operations Management (Non‐Line Management) Act as the senior office leader for the European Business Solutions Hub, providing operational direction, coordination, and governance across a broader group of centralised teams, including but not limited to: Decision Intelligence, Transport and logistics claims functions, central operations, compliance, & marketing teams based in the hub, central compliance Key elements include:
Creating clear operating principles, governance, and ways of working across teams.Driving consistency in standards, priorities, and execution without formal line management.Culture, Engagement & Office EnvironmentSet and role‐model expectations for professionalism, accountability, and collaboration across the office.Shape and maintain office rules, rhythms, and governance aligned to BCA culture and policies.Partner closely with HR and senior leaders to drive engagement, wellbeing, and inclusion.Support communication, engagement initiatives, and change delivery across the hub.Build a strong sense of shared identity and purpose across diverse operational teams.Ensure operational data, reporting, and insight are effectively used to inform decisions.Coordinate decision intelligence outputs to support leadership priorities and operational improvements.Provide clear, executive‐level reporting on performance, risks, trends, and opportunities.Stakeholder & Executive EngagementAct as a senior operational partner to Commercial, IT, Finance, Legal, Compliance, HR, and Transport teams.Represent the Lisbon hub within the wider European organisation.Provide structured and transparent reporting to executive leadership.Drive alignment across functions in support of broader business objectives.Qualifications & SkillsExperience: 8+ years in operations management, preferably in B2 B marketplaces, e-commerce, logistics, or financial services.Leadership: Proven experience managing multiple teams and driving performance improvements.Process Optimisation: Strong expertise in streamlining operations, implementing best practices, and driving efficiency.Technology Proficiency: Familiarity with, ERP, Accounting Software, chatbots, and customer support tools.Communication & Stakeholder Management: Ability to communicate effectively with executives, team leaders, and cross-functional stakeholders.Strategic Thinking: Ability to analyse data, anticipate challenges, and develop long-term operational strategies.Our policy is to employ the best qualified people and provide equal opportunity for the advancement of employees including promotion and training and not to discriminate against any person because of gender, race, ethnicity, age, sexual orientation, religion, belief or disability.Thank you for your interest in working for us. Unfortunately, due to the volume of responses we cannot reply to every applicant, if you haven't heard from us in two weeks please assume you have not been successful.