Director of Operations | Latam based

UENI Limited; São Paulo; Teletrabalho; BRL 160.000 - 200.000; Tempo integral

Resumo da oferta

A tech-enabled service provider is seeking a Director of Operations to lead and scale service delivery. The ideal candidate will have over 7 years of experience in operations, focusing on productivity and customer satisfaction. Responsibilities include driving KPIs, redesigning workflows, and managing a team. This role offers competitive compensation within a remote-friendly culture.

Serviços

Competitive compensation

Remote-friendly culture

Flexible working hours

Qualificações

• 7+ years leading operations in a tech-enabled services or SaaS environment.
• Proven success scaling operations while improving unit economics.
• Experience managing fulfillment and customer-facing service teams.

Responsabilidades

• Drive KPIs in day-to-day operations across fulfillment and support teams.
• Audit current processes and lead end-to-end redesign of workflows.
• Identify and implement process improvements to reduce cost and increase speed.

Conhecimentos

Operational leadership

Process improvement

Data analysis

Customer service orientation

Team management

Ferramentas

Zendesk

Notion

Airtable

Slack

Asana

Jira

Descrição da oferta de emprego

UENI ("you and I") is on a mission to help small businesses succeed online. We provide a done-for-you service that builds websites and delivers digital marketing solutions to thousands of sole proprietors and microbusinesses worldwide. Our model combines software with human expertise — enabling us to deliver affordable, high-quality service at scale.

Please note that we are only evaluating candidates based in Central/South America.

The Role

We’re looking for a hands-on, process-obsessed Director of Operations to lead and scale our service delivery. This is a senior operational role — not an advisory or C-level position — perfect for someone who thrives on deep execution and wants to drive meaningful impact across fulfillment, support, and customer experience.

You will drive operational efficiency across the organization:

• Website Fulfillment & Edits

• Marketing Services Delivery

• Customer Support

• Customer Success & Retention

You’ll drive change, partnering closely with the founding team and management to redesign how we operate — increasing efficiency, reducing unit costs, and maintaining our high standards of customer service.

Key Responsibilities

• Drive KPIs in day-to-day operations across fulfillment, support, and customer-facing teams.

• Audit current processes and lead end-to-end redesign of operational workflows.

• Identify and implement process improvements that reduce cost, increase speed, and maintain quality.

• Standardize delivery playbooks and SOPs across teams and geographies.

• Define and track KPIs related to efficiency, unit economics, SLAs, and customer satisfaction.

• Drive operational excellence through automation, tools, and team alignment.

• Manage and coach mid-level operational managers.

• Act as a key voice in company leadership — bringing operational clarity to strategy discussions.

• Build scalable systems to support growth while maintaining affordable service for customers.

What We're Looking For

Must-Have Experience:

• 7+ years leading operations in a tech-enabled services or SaaS environment

• Proven success scaling operations while improving unit economics

• Experience managing fulfillment and customer-facing service teams

• Deep familiarity with service metrics (e.g., cost per order, time-to-fulfillment, CSAT, churn)

• Comfortable going deep into processes, data, and team-level execution

• Experience driving implementation of new tools / AI across organizations

Highly Desirable Experience:

• Website building, marketing tech, or agency/managed service background

• Lean, Six Sigma, or other process improvement frameworks

• Experience implementing AI or automation into workflows

• Familiarity with tools like Zendesk, Notion, Airtable, Slack, Asana, Jira

You Are:

• A doer — not just a strategist

• Detail-oriented and highly analytical

• Obsessed with process, systems, and scalable solutions

• A strong people leader who builds trust and sets high standards

• Customer-centric — you care deeply about the experience we deliver

• Great communicator

Why UENI?

• Mission-driven company serving real-world entrepreneurs

• Opportunity to reshape how digital services are delivered at scale

• Work closely with a passionate founding team

• Remote-friendly and flexible culture

• Competitive compensation