Senior Operations Manager

About the role

Full Potential Solutions is seeking a Senior Operations Manager to lead its Bogotá site. You will be the primary leader for multiple support lines, driving performance, engagement, and operational excellence while partnering with U.S. leadership.

Key responsibilities

• Oversee day‑to‑day operations for all business lines including retention, cancellation, technical support, sales and customer service.
• Manage Assistant Operations Managers, Operations Managers and Senior Team Managers, providing direction, coaching and performance accountability.
• Ensure service‑level and quality targets are met through effective planning and continuous improvement.
• Identify operational gaps, design and implement process enhancements to boost efficiency and consistency.
• Maintain alignment with client expectations and corporate standards.

Required profile

• Proven experience leading large, multi‑functional teams in a call‑center or outsourcing environment.
• Strong track record of achieving performance and quality goals.
• Excellent communication and stakeholder management skills, especially with senior leadership.
• Ability to motivate teams, improve engagement and foster a culture of accountability.

Required skills

• Leadership and people‑management expertise.
• Performance tracking and data‑driven decision making.
• Process improvement methodologies (e.g., Lean, Six Sigma).
• Fluency in English and Spanish.

What we offer

• Competitive compensation package with performance incentives.
• Medical, dental and vision benefits.
• Opportunities for rapid career growth within a fast‑growing global firm.
• A culture that puts people first and values integrity, excellence, accountability and grace.