Operations Manager

NeoWork; Colômbia; Teletrabalho; COP 60 000 000 - 110 000 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

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

Resumo da oferta

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.

Qualificações

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

Responsabilidades

• 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.

Conhecimentos

People management

English proficiency

Advanced Excel/Sheets

KPI/SLAs reporting

Process improvement

Stakeholder communication

Ferramentas

CRM systems

Ticketing systems

Telephony tools

Data dashboards (Power BI/GS)

Descrição da oferta de emprego

NeoWork is hiring Operations Managers to lead dedicated client teams and own day-to-day delivery. You will be the bridge between NeoWork's teams and our clients' U.S. leadership, responsible for performance, quality, and growth of the account.

NeoWork is a global staffing and operations partner that builds dedicated remote teams for fast-growing U.S. companies. Our teammates work directly inside our clients' teams and tools, while NeoWork takes care of recruiting, HR, benefits, and ongoing support.

Key Responsibilities

• 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 demandIdentify bottlenecks and implement process improvements as the account scales

Requirements

• 4+ years of experience in operations, call center, or team management
• Proven experience leading teams in a performance-driven environment
• Advanced Excel or Google Sheets skills (pivot tables, formulas, dashboards)
• Excellent spoken and written English, confident presenting to U.S. stakeholders
• Experience with CRM, ticketing, and telephony tools
• Strong ownership mindset and attention to detail
• Based in Colombia, with a reliable home office setup and stable internet connection

Nice to Have

• Experience in a BPO or outsourcing environment
• Experience in healthcare, legal, or sales operations

Benefits

• We offer health insurance for contractors
• Holiday Extra Pay
• The work hours generally align with standard business hours in the US, with some potential flexibility depending on the client's needs
• This is a 100% home-based position
• We prioritize the mental health of our team members and offer mental health days to support their well-being
• In addition to the base salary, performance-based incentives are provided
• There is an annual review and appraisal process in place
• There are ample opportunities for professional growth and advancement within the company