Operations Director BPO

OPERATIONS DIRECTOR – BPO ENVIRONMENT 🚀

Are you a strategic operations leader with deep experience in BPO / Outsourcing environments, large-scale account management, and multi-site operations? Are you driven by operational excellence, SLA performance, financial governance, and long-term client partnerships?

We are looking for an Operations Director (English & Spanish) to lead a large-scale, cross-functional BPO account, with full accountability for operational delivery, client satisfaction, compliance, and financial performance.

This role plays a critical part in shaping business strategy, strengthening client relationships, and ensuring best-in-class BPO service delivery across the region.

About the Role

As Operations Director, you will have end-to-end ownership of a complex BPO operation, managing high-volume, process-driven teams across multiple functions. You will partner closely with global stakeholders to define and execute site strategy, ensure SLA and KPI achievement, optimize cost efficiency, and drive continuous improvement initiatives.

Your leadership will directly impact client retention, operational scalability, workforce performance, and profitability.

Responsibilities:

• Develop and implement, in collaboration with global teams, the business strategy for the regional site.

• Ensure achievement of KPIs (SLAs and quality metrics) and fulfillment of all contractual obligations.

• Drive initiatives that support long-term operational excellence, efficiency, and business scalability.

• Manage the client relationship, effectively setting and guiding expectations in alignment with operational and commercial objectives.

• Own the full financial management and performance of the account.

• Ensure consistent, open, and effective communication with operational teams, internal stakeholders, and the client.

• Demonstrate leadership aligned with corporate values and ethical principles, fostering an open, fair, and transparent environment.

• Perform additional duties as assigned by senior leadership, supporting the effective implementation, maintenance, and continuous improvement of the Quality Management System.

Requirements:

• Advanced technical degree, associate degree, bachelor’s degree, or postgraduate degree in any field.

• Proven experience leading and managing large teams in complex operational environments.

• Minimum 5 years of experience in operations leadership roles.

• Demonstrated ability to effectively manage people, processes, and technology.

• Experience working in process-driven, high-volume, fast-paced environments, leading continuous improvement and business transformation initiatives.

• Strong communication, negotiation, conflict management, and influencing skills across internal and external audiences.

• Excellent organizational, multitasking, and time management skills, with strong follow-through and execution discipline.

• Excellent verbal and written communication skills in English and Spanish.

What We Offer:

✅ Competitive executive-level compensation package

✅ Strategic role with high visibility and business impact

✅ Dynamic, challenging, and results-driven environment

✅ Medium- and long-term professional growth opportunities

🚀 If you are ready to lead high-impact operations and manage cross-functional accounts at a strategic level, this opportunity is for you.

Applications handled under strict confidentiality.