Operations Director

About the role

We are seeking an Operations Director to build and lead our operations function from the ground up. This foundational leadership role involves designing the operating model, establishing processes and standards, and ensuring consistent delivery against client expectations.

Key responsibilities

• Design and implement operational processes and workflows, develop SOPs, policies, procedures, and checklists across the employee and client lifecycle.
• Create scalable processes, identify gaps and risks, and build the systems, documentation, reporting, and routines required for a professional nearshoring operation.
• Own client onboarding, establish structured processes, monitor client satisfaction, and lead operational reviews.
• Collaborate with Talent Acquisition and Sales to translate client requirements into hiring plans and ensure smooth handoffs.
• Build and manage employee lifecycle processes, define performance expectations, and monitor engagement, retention, and productivity.
• Define operational KPIs, build dashboards, track metrics such as staffing levels, client satisfaction, and SLA performance.
• Develop quality standards, conduct audits, and drive continuous improvement and automation of repetitive tasks.
• Recruit, train, coach, and develop the Operations team, establishing roles, reporting structures, and performance management.

Required profile

• 3+ years of experience in operations, BPO, outsourcing, nearshoring or similar environments.
• Proven track record creating and implementing operational processes from scratch.
• Strong understanding of employee lifecycle and service‑delivery operations.
• Experience managing client relationships and operational escalations.
• Excellent English communication skills, both written and verbal.
• Strong analytical, problem‑solving, organizational and project‑management abilities.
• Leadership and people‑management experience.