Director of Operations - BPO

🌎 Remote | LatAm - WE ARE EXCLUSIVELY CONSIDERING APPLICATIONS FROM INDIVIDUALS CURRENTLY RESIDING IN LATAM.

❗️ONLY ENGLISH RESUMES WILL BE CONSIDERED

💼 PLEASE NOTE THAT THIS ROLE REQUIRES A PROVEN TRACK RECORD IN THE BPO INDUSTRY

About Motum:

At Motum, we deliver exceptional customer support solutions that drive satisfaction and efficiency for Fortune 500 companies.

About the Role:

We are seeking a highly experienced Director of Operations with native-like English proficiency and a proven track record in the BPO industry, specifically in Latin America. This role will oversee the operational performance of multiple departments, including Talent Acquisition, People Operations, Onboarding, Billing, and overall business operations.

The ideal candidate will be a strategic leader with exceptional organizational, analytical, and communication skills. You will be responsible for developing systems, creating comprehensive reports, and ensuring all departments meet their targets while maintaining seamless collaboration across teams. This role requires a hands-on leader who can maintain a high-level view of operations while diving into the details to drive efficiency and success.

Responsibilities:

1. Strategic Leadership:

- Oversee the performance of all operational departments, including Talent Acquisition, People Operations, Onboarding, Billing, and general operations.

- Develop and implement operational strategies to ensure the company meets its business objectives and client expectations.

- Collaborate with the C-suite to align operational goals with the company’s overall vision and strategy.

2. Performance Management:

- Monitor and evaluate the performance of department directors (Talent Acquisition, People Operations, Onboarding, Billing, etc.), ensuring they meet their targets and KPIs.

- Create and maintain detailed operational reports, providing insights and recommendations to the C-suite.

- Identify areas for improvement and implement solutions to enhance efficiency and productivity across departments.

3. System Development & Optimization:

- Design and implement scalable operational systems and processes to support high-volume BPO operations.

- Leverage technology to streamline workflows, improve reporting, and enhance cross-departmental collaboration.

- Ensure all operational systems are aligned with industry best practices and company goals.

4. Cross-Department Collaboration:

- Foster strong communication and collaboration among department directors to ensure seamless operations.

- Act as a central point of contact for resolving inter-departmental challenges and ensuring alignment on priorities.

- Conduct regular meetings with department leaders to review progress, address issues, and plan for upcoming initiatives.

5. Client & Stakeholder Management:

- Ensure all client deliverables are met with the highest level of quality and efficiency.

- Collaborate with the billing team to ensure accurate and timely invoicing based on tracking system reports.

- Build and maintain strong relationships with internal and external stakeholders, including clients, vendors, and senior leadership.

6. Data-Driven Decision Making:

- Utilize data analytics to track operational performance and identify trends, risks, and opportunities.

- Develop dashboards and reports to provide real-time visibility into operational metrics for the C-suite.

- Use data to drive strategic decisions and improve overall business outcomes.

Requirements:

• Experience: 10+ years in operations management within the BPO industry, managing multiple departments and cross-functional teams, with deep knowledge of BPO operations and the Latin American talent market.
• Communication: Native-like English proficiency (C2) with exceptional written and verbal skills.
• Leadership: Strong team management abilities, high emotional intelligence, and the capacity to build strong stakeholder relationships.
• Technical Skills: Expertise in operational systems, process optimization, and data analytics, with proficiency in technology-driven operations and reporting (ERP, ATS, CRM, etc.).
• Strategic Thinking: Results-driven, innovative, and proactive in solving operational challenges.
• Organization: Highly organized, adaptable, and capable of managing multiple priorities in a fast-paced environment.
• Collaboration: Effective cross-functional team player with a strong ability to work across departments.

Additional Information:

• Working Hours: Monday to Friday, 9am-5pm (US time zone to be determined)
• Full-Time: 40 hours per week
• Type of Contract: Independent contractor
• 💰 Compensation: $2,500-3,500 USD per month

Why Join Us?

• 🌎 100% remote role!
• 🔥 High-Impact Role: Be a key driver of our success.
• 📈 Huge Growth Opportunity: Work directly with leadership, and accelerate your career.
• 💻 Tech-forward culture We embrace automation, systems, and efficiency.
• 🚀Fast-paced & fun Work in an energetic, dynamic team that values innovation and results.
• ️✔️ Performance incentives We reward high performance.