Senior BPO Operations Manager – Colombia | U.S. Operations

TopNers; Bogotá; Presencial; COP 295.751.000 - 460.057.000; Jornada completa

Descripción de la vacante

TopNers is seeking a senior BPO operations leader in Bogotá to oversee daily operational coordination for a growing U.S. team. The role focuses on shaping how the operation works, developing talent, and building processes to sustain delivery.

You will connect Bogotá with U.S. leadership, anticipate challenges, resolve issues, and provide timely visibility into performance and risks requiring executive attention. Travel may be required, and the position is on-site in Bogotá.

Formación

• More than 10 years of experience leading BPO operations.
• Excellent spoken and written English: C1 minimum; C2 strongly preferred.
• Availability to work fully on-site in Bogotá and travel when required.

Responsabilidades

• Lead daily operational coordination across the Bogotá team, establishing clear responsibilities, management routines and escalation channels.
• Plan staffing capacity and project coverage, anticipating leave, holidays, changes in demand and other operational risks.
• Develop talent and coach team leads, building strong working habits, ownership and accountability throughout the team.
• Coordinate with project leaders to monitor commitments, identify workload imbalances, address blockers and follow issues through to resolution.
• Establish documented processes, cross-training and trained backup coverage to support continuity and growth.
• Maintain clear, proactive communication with U.S. stakeholders, managing expectations and handling difficult conversations with sound judgment.
• Develop operational reporting and track agreed indicators for capacity, coverage, productivity, quality and service delivery.
• Identify opportunities to improve efficiency, reduce rework and make better use of resources.
• Support workforce planning, recruitment coordination, onboarding and training alongside the relevant teams.
• Work with TopNers on people, administrative and employment-related matters, ensuring operational needs are coordinated through the appropriate channels.

Conocimientos

Leadership

English proficiency

Stakeholder communication

Capacity planning

Workforce planning

Descripción del empleo

Travel: Availability to travel as needed

Compensation: Open to discussion, based on experience and track record.

At TopNers, we are looking for a senior BPO operations leader to oversee daily operational coordination for a U.S. company’s growing team in Bogotá, delivering services exclusively to the U.S. market.

This is an opportunity to shape how the operation works and grows: developing talent, strengthening team leadership, and building the processes and working habits that support consistent delivery.

We are seeking someone who combines experience leading large-scale operations with the willingness to stay closely involved in daily execution.

The role

You will connect the Bogotá team, U.S. leadership, project leaders and TopNers, ensuring clear communication, reliable coverage and consistent follow-through.

You will anticipate operational challenges, resolve issues within your authority, and give leadership timely visibility into performance, risks and decisions requiring their attention.

Key responsibilities

• Lead daily operational coordination across the Bogotá team, establishing clear responsibilities, management routines and escalation channels.
• Plan staffing capacity and project coverage, anticipating leave, holidays, changes in demand and other operational risks.
• Develop talent and coach team leads, building strong working habits, ownership and accountability throughout the team.
• Coordinate with project leaders to monitor commitments, identify workload imbalances, address blockers and follow issues through to resolution.
• Establish documented processes, cross-training and trained backup coverage to support continuity and growth.
• Maintain clear, proactive communication with U.S. stakeholders, managing expectations and handling difficult conversations with sound judgment.
• Develop operational reporting and track agreed indicators for capacity, coverage, productivity, quality and service delivery.
• Identify opportunities to improve efficiency, reduce rework and make better use of resources.
• Support workforce planning, recruitment coordination, onboarding and training alongside the relevant teams.
• Work with TopNers on people, administrative and employment-related matters, ensuring operational needs are coordinated through the appropriate channels.

Technical direction and project priorities will remain with the company’s designated leadership. This role will work closely with those leaders to translate priorities into coordinated operational execution.

Required experience

• More than 10 years of experience leading BPO operations, with direct responsibility for teams, managers and operational results.
• Proven experience managing Colombia-based operations for U.S. companies or BPO services supporting U.S. clients.
• A demonstrated record of leading large-scale operations and managing growth, supported by clear examples of team size, expansion and measurable results.
• Excellent spoken and written English: C1 minimum; C2 strongly preferred. You must be comfortable leading executive meetings, presenting results and navigating complex stakeholder conversations.
• Experience managing through supervisors or team leads across multiple teams or projects.
• Strong capabilities in capacity planning, workforce coverage, performance management, service delivery and continuous improvement.
• Experience working with U.S. leadership and clients, with a clear understanding of their business expectations and communication practices.
• Availability to work fully on-site in Bogotá and travel when required.

Experience we would particularly value

• Back-office operations, specialized services or knowledge process outsourcing.
• Building, launching or transforming an operation in Colombia.
• Developing frontline leaders and supporting employees at different stages of their careers.
• Managing operational budgets and improving cost efficiency.
• Working with HR, payroll or Employer of Record partners.

You bring sound business judgment, independence and a practical approach to solving problems. You communicate early, make clear commitments and follow through.

You can establish high standards while building trust, provide direct and constructive feedback, and connect teams across cultures. You are comfortable creating structure as an operation grows and taking an active role in making that structure work.