About the Role
We’re seeking an experienced Operations Lead to lead from the front, driving operational excellence and client satisfaction across BPO and offshore teams. This role is highly client-facing in the first month, transitioning into a team-driven focus where you’ll coach, develop, and elevate performance across multi-cultural teams.
This is not a hands-off leadership role; you’ll be expected to roll up your sleeves, address challenges directly, and build strong, solution-focused relationships with clients and decision-makers.
Key Responsibilities
- Serve as the primary client-facing operations leader in the first month, building trust, identifying challenges, and streamlining processes.
- Lead and manage teams of 70–80+ employees across multiple regions and cultures, ensuring collaboration and performance excellence.
- Translate client feedback into actionable strategies, aligning operations with business needs.
- Coach and mentor team leaders and staff, providing hands-on support and fostering resilience in a high-performance environment.
- Partner with clients to discuss what’s working, what’s not, and implement tailored solutions (20% of processes are client-specific).
- Ensure operational effectiveness across offshore and global teams while maintaining cultural sensitivity and inclusivity.
- Hold teams accountable without micromanaging; promote self-sufficiency and problem-solving skills.
Qualifications
- Proven experience in operations leadership within a BPO or outsourcing environment.
- Strong track record of managing large, multi-cultural global teams (10–80+ staff).
- Excellent client-facing skills; ability to have direct, solution-focused conversations with decision-makers.
- Comfortable with hands-on leadership—willing to dive into challenges and resolve them.
- Strong coaching, mentoring, and team development skills.
- Ability to streamline operations based on client feedback and existing frameworks.
- Flexible with working hours to support US EST business needs.
What We’re Looking For
- A proactive leader who thrives in a fast-paced, global environment.
- Someone who can balance client management with operational execution.
- A coach and motivator who lifts teams up while maintaining accountability.
- A problem-solver who doesn’t need spoon-feeding and can take ownership of operations from day one.