Operations Director – Global Operations

About the role

The Operations Director leads the Global Operations function, ensuring high‑volume service delivery meets SLA, quality and cost targets. You will translate departmental priorities into disciplined execution, driving continuous improvement across the organization.

Key responsibilities

• Direct end‑to‑end operational delivery across multiple service lines.
• Maintain consistent performance against SLA, quality standards and client expectations.
• Implement standardized processes, operating routines and performance dashboards.
• Identify and remediate performance gaps, risks and variability.
• Optimize efficiency through workload balancing, resource alignment and cost‑to‑service reduction.
• Partner with functional teams to build scalable, cost‑effective delivery models.
• Manage and develop a high‑performing team of supervisors and professionals.
• Lead adoption of AI‑powered workflows and digital automation to enhance process efficiency.
• Collaborate with customer support and cross‑functional partners to resolve system issues and meet operational objectives.

Required profile

• 8+ years of operational leadership experience in high‑volume service or production environments.
• Bachelor’s degree in Business, Operations Management or related field (MBA a plus).
• Proven track record of leading large teams and delivering consistent performance at scale.
• Strong operational and financial acumen with a focus on efficiency and productivity.
• Experience driving AI, Machine Learning and automation initiatives.
• Fluent in English and Spanish for interaction with US and local teams.
• Demonstrated ability to develop leaders and build high‑performing teams.

Required skills

What we offer

• Opportunity to shape global operational strategy.
• Leadership of a high‑impact, cross‑functional team.
• Exposure to cutting‑edge AI and automation projects.