Sr Director Operations

Senior Director, OperationsLocation: Medellín, Colombia
About the RoleWe are looking for an experienced and strategic Senior Director, Operations to lead large-scale BPO operations and drive operational excellence, business growth, and exceptional client satisfaction.This leader will be responsible for managing a complex operations vertical with 1,000+ employees, overseeing multiple lines of business, and ensuring the achievement of financial, operational, and client performance goals.The ideal candidate is a strong people leader with extensive experience in the BPO industry, particularly supporting Retail programs, and a proven track record of managing and growing strategic client relationships.
What You'll DoLead and oversee large-scale operations with responsibility for 1,000+ employees across multiple programs and lines of business.Drive operational performance while ensuring client expectations, financial goals, and business objectives are consistently achieved.Lead, develop, and engage senior leaders and operational teams to deliver strong business results and a high-performance culture.Manage and review P&L performance, forecasts, revenue, operating costs, and capital expenditures.Identify opportunities to improve profitability, increase revenue, reduce operational costs, and support business growth.Build and maintain strong relationships with clients, acting as a strategic partner and ensuring a customer-first approach.Lead daily, weekly, monthly, and quarterly business reviews and client meetings.Identify and pursue opportunities to grow existing accounts and support the acquisition of new business.Partner with senior leadership and cross-functional teams to align operational strategies with company goals.Oversee forecasting, workforce planning, and operational readiness, including the management of peak and seasonal operations.Ensure multiple lines of business are effectively managed and consistently monitored.Drive continuous improvement initiatives using Lean principles to eliminate process waste, improve efficiency, and enhance quality.Monitor business trends, client metrics, operational performance, and quality standards.Review pricing for current and prospective clients and support business planning and growth initiatives.Ensure accurate and timely invoicing and support the collection of accounts receivable.Promote strong employee engagement, accountability, discipline, and morale across the organization.
What We're Looking For2+ years of experience at the Director level, managing large-scale operations with 500+ employees.Strong BPO experience, preferably within the Retail industry.Proven track record managing and growing client relationships.Experience managing P&L, operational performance, and multiple lines of business.Experience managing peak/seasonal operations.Strong leadership, communication, and people management skills.Valid U.S. Visa and passport required.Willingness to relocate to Medellín, Colombia, is required.