Operations Manager

Dyccol Group; Perímetro Urbano Barranquilla; Presencial; COP 133.920.000 - 245.520.000; Jornada completa

Descripción de la vacante

Dyccol Group in Barranquilla, Colombia, is seeking an Operations Manager to build and lead the operations function from the ground up, establishing the operating model, processes, and standards for clients and employees.

The role requires hands-on execution and strategic planning, coordinating with Talent Acquisition, Sales, and HR to ensure seamless onboarding, service delivery, and KPI-driven performance.

Formación

• 3+ years of experience in operations or related environments.
• Experience leading teams and operational functions.
• Strong English communication skills.
• Experience developing SOPs, KPIs, dashboards and operational reports.

Responsabilidades

• Build the Operations Function from the ground up with clear ownership.
• Design and implement operational processes, workflows, policies and standards.
• Own client onboarding and account operations, including requirements gathering and launch readiness.
• Collaborate with Sales, Talent Acquisition and HR to ensure seamless handoffs and staffing readiness.
• Define and monitor KPIs across accounts and internal teams; drive improvement.

Conocimientos

Operations management

Team leadership

Process design

SOP development

KPIs & dashboards

English communication

Client relationships

Project management

Descripción del empleo

Position: Operations Manager

Leadership

Operations - Full time - On Site Barranquilla COL.

The Role

We're looking for an Operations Manager to build and lead operations function from the ground up.

This is a foundational leadership role. You'll be responsible for designing the operating model that supports clients and employees, establishing processes and standards, building operational infrastructure, and ensuring that our teams consistently deliver against client expectations.

You'll work closely with the Talent Acquisition Manager and Sales Manager to create a seamless flow from the moment a prospect enters the sales pipeline, through client onboarding and recruitment, to ongoing employee and account management.

The ideal candidate is highly organized, process-oriented, and comfortable operating in an environment where many processes still need to be created. You should be able to move between strategic planning and hands-on execution — building an SOP one day, solving a client escalation the next, and analyzing operational performance the day after.

You'll have significant ownership over how we operate as we scale.

What You'll Do

Build the Operations Function

• Design and implement operational processes and workflows from the ground up
• Develop SOPs, policies, procedures, checklists, and operational standards across the employee and client lifecycle
• Establish clear ownership and accountability for operational activities
• Create scalable processes that can support growth without sacrificing service quality
• Identify operational gaps, inefficiencies, and risks and implement solutions
• Build the systems, documentation, reporting, and routines required to run a professional nearshoring operation
• Continuously review and improve operational processes as the business evolves

Client Onboarding & Account Operations

• Design and own the operational process for transitioning new clients from Sales into Operations
• Establish a structured client onboarding process, including requirements gathering, staffing plans, timelines, documentation, and launch readiness
• Ensure all client requirements are clearly communicated to Talent Acquisition and internal teams
• Establish client communication and escalation protocols
• Serve as an operational point of contact for clients when required
• Monitor client satisfaction, service quality, staffing levels, and operational performance
• Identify potential client issues before they become escalations
• Lead operational reviews with clients and internal stakeholders when appropriate
• Develop processes for handling client requests, changes in scope, performance concerns, and escalations

Talent Acquisition Collaboration

• Work closely with the Talent Acquisition Manager to translate client requirements into effective hiring plans
• Establish clear handoffs between Sales, Talent Acquisition, and Operations
• Define hiring timelines, candidate requirements, interview processes, and operational readiness criteria
• Ensure Operations has visibility into hiring pipelines and upcoming staffing needs
• Partner with Talent Acquisition to identify recurring hiring challenges and improve recruitment outcomes
• Provide feedback on candidate quality, retention, performance, and client requirements
• Participate in workforce planning and headcount forecasting
• Ensure new employees are operationally ready before being assigned to clients

Sales Collaboration

• Partner closely with the Sales Manager during the sales and pre-launch process
• Help evaluate the operational feasibility of prospective client requirements
• Provide input on staffing models, operational requirements, timelines, and service delivery considerations
• Establish a formal Sales-to-Operations handoff process
• Ensure Operations receives complete and accurate information before a new account is launched
• Participate in client discovery calls when operational expertise is required
• Identify operational risks or requirements that may affect pricing, staffing, timelines, or service delivery
• Help ensure that what is sold to clients can be operationally delivered

Employee Lifecycle & Performance

• Build and manage the operational processes covering the employee lifecycle from onboarding through offboarding
• Establish onboarding, training, attendance, performance management, communication, and offboarding processes
• Define clear performance expectations and operational KPIs for employees and teams
• Establish processes for handling attendance issues, performance concerns, disciplinary matters, and employee escalations
• Work closely with HR and leadership to ensure company policies are consistently implemented
• Monitor employee engagement, retention, absenteeism, and performance trends
• Identify recurring issues and implement preventative solutions rather than relying solely on reactive management

Operational Performance & KPIs

• Define and implement operational KPIs across accounts and internal teams
• Build dashboards and reporting mechanisms to provide leadership with visibility into operational performance
• Track metrics such as employee retention, absenteeism, staffing levels, productivity, client satisfaction, SLA performance, and operational incidents
• Establish regular operational reviews with leadership and account stakeholders
• Analyze trends and identify areas requiring corrective action
• Create action plans for underperforming accounts, teams, or processes
• Establish a culture of accountability through measurable goals and consistent follow-up

Process Improvement & Quality

• Develop quality standards for service delivery
• Establish operational audits and quality-control processes
• Document best practices and continuously improve SOPs
• Identify opportunities to automate repetitive operational tasks
• Standardize processes across clients where appropriate while maintaining flexibility for client-specific requirements
• Conduct root-cause analysis when operational failures occur
• Implement corrective and preventive actions to reduce recurring problems

Team Leadership

• Build and develop the Operations team as company grows
• Define operational roles, responsibilities, reporting structures, and performance expectations
• Hire, train, coach, and develop operations personnel
• Establish team KPIs and performance-management processes
• Conduct regular one-on-ones, team meetings, and operational reviews
• Create a culture of ownership, accountability, urgency, and continuous improvement
• Ensure the Operations team is capable of scaling alongside the company's client base

Risk Management & Escalations

• Establish a structured escalation-management process
• Act as a senior escalation point for operational, employee, and client issues
• Identify operational risks before they impact clients or employees
• Develop contingency plans for staffing, attendance, performance, and service-delivery risks
• Coordinate with HR, Talent Acquisition, Sales, and leadership during critical incidents
• Ensure escalations are properly documented, communicated, resolved, and followed up

What We're Looking For

Required

• 3+ years of experience in operations, business operations, BPO, outsourcing, nearshoring, shared services, or a similar environment
• Previous experience managing teams and operational functions
• Proven experience creating and implementing operational processes from the ground up
• Strong understanding of employee lifecycle and service-delivery operations
• Experience managing client relationships and operational escalations
• Strong process-design and documentation skills
• Experience developing SOPs, KPIs, dashboards, and operational reports
• Strong analytical and problem-solving abilities
• Excellent English communication skills, both written and verbal
• Strong organizational and project-management skills
• Ability to manage multiple clients, priorities, and operational initiatives simultaneously
• Strong leadership and people-management skills
• Ability to work independently and make sound decisions in an environment with limited existing structure

Nice to Have

• Experience in a nearshoring, BPO, staffing, or outsourcing company
• Experience supporting U.S.-based clients
• Experience in logistics, transportation, technology, or other high-growth industries
• Experience building an operations department at an early-stage company
• Experience working closely with Sales and Talent Acquisition teams
• Familiarity with CRM, ATS, HRIS, project-management, and workforce-management platforms
• Experience with workforce planning and capacity management
• Experience implementing operational dashboards and reporting systems
• Experience managing distributed or remote teams