Client Operations Lead - Remote Growth & QA

NeoWork; Colombie; À distance; COP 60 000 000 - 110 000 000; Plein temps

Avantages offerts par ce poste

Health insurance for contractors

Annual performance-based incentives

Flexible hours with US-aligned workday

100% remote work

Career growth opportunities

Annual review and appraisal process

Résumé du poste

NeoWork is seeking an Operations Manager to lead dedicated client teams and own day-to-day delivery for U.S.-facing accounts. You will bridge NeoWork's delivery teams with client leadership, drive performance, quality, and growth, and design scalable QA and staffing processes to meet demand.

This fully remote role is based in Colombia and requires strong English communication, advanced Excel, and proven process improvement skills to keep SLAs and KPIs on target.

Qualifications

• 4+ years of operations or team management experience.
• Proven track record leading high-performing teams.
• Advanced Excel or Google Sheets with dashboards and formulas.

Responsabilités

• Own day-to-day operations and performance for a dedicated client team.
• Act as the main operational point of contact for the client's leadership.
• Track KPIs and SLAs and turn data into clear reports and dashboards.
• Design and manage QA processes, coaching, and performance improvement plans.
• Manage scheduling, attendance, and staffing to meet demand; identify bottlenecks.
• Implement process improvements as the account scales.

Connaissances

People management

English proficiency

Advanced Excel/Sheets

KPI/SLAs reporting

Process improvement

Stakeholder communication

Outils

CRM systems

Ticketing systems

Telephony tools

Data dashboards (Power BI/GS)

Description du poste

NeoWork is seeking an Operations Manager to lead dedicated client teams and own day-to-day delivery for U.S.-facing accounts. You will bridge NeoWork's delivery teams with client leadership, drive performance, quality, and growth, and design scalable QA and staffing processes to meet demand.

This fully remote role is based in Colombia and requires strong English communication, advanced Excel, and proven process improvement skills to keep SLAs and KPIs on target.