Sr. Manager Operations

Job description and activities involved: Will lead and oversee all aspects of the company’s operational activities, ensuring efficient processes, optimized performance, manage P&L and scalable growth. This role is critical in shaping operational strategies, implementing best practices, and driving cross-functional alignment to meet organizational goals. The ideal candidate is a strategic thinker with a strong background in operations management, team leadership, and change management Develop and implement operational strategies aligned with overall business goals Lead and manage all operational functions including production, quality assurance and Training Identify areas for process improvement and implement systems that increase efficiency, reduce costs, and improve service delivery Partner with the executive leadership team to develop short- and long-term operational plans Establish KPIs and operational metrics to track performance and drive accountability Oversee budgeting, forecasting, and financial performance of operational departments Champion a culture of continuous improvement, innovation, and operational excellence Motivate, develop and mentor team members in a dynamically changing environment Lead Governance/Escalations calls with the Client Drive the Operations KPI, by providing inputs - to eventually improve the floor's performance Run projects with vision for learning, Revenue & Metric improvements Assess & set the priorities on daily basis - considering the expected volume of engagements Quickly channelize the existing resources, if need be, into any of the internal segments, basis the surge in the volume Provide Service Management Expertise for long pending cases, in order to ensure quick closure of such engagements Draft & execute Achievement driven Incentive/Additional Incentive plans for the team Functional Competencies and skill sets required for the position: Should possess experience in to international Chat/Voice process, preferable Telco experience Experience in managing ISP Operations with relevant domain knowledge Ability to prepare & present SLA/KPI & other Metric driven Dashboards/Reports for Internal & External reviews Excellent Communication skills Good command over spoken and written English Candidate should be ready to work in a 24*7 environment Should have a flair for Customer Service, Technical, Billing & Sales Persuasive Speaking Skills- Able to understand customer’s needs and to add value to client by selling aggregated values Highly energetic and self-motivated- Able to keep himself with a positive attitude despite customer’s objections

Location: Mexico City, Mexico, MX

Posted Date: 8/31/2025