Sr Director Operations

iQor; Medellín; Presencial; COP 560.521.000 - 747.361.000; Jornada completa

Descripción de la vacante

iQor in Medellín, Colombia, is seeking an experienced Senior Director, Operations to lead large-scale BPO operations, drive growth, and ensure exceptional client satisfaction across multiple programs with 1,000+ employees.

The successful candidate will excel in strategic leadership, P&L oversight, Lean process improvement, and building strong client relationships while relocating to Medellín to build a high-performance organization.

Formación

• 2+ years at Director level managing large-scale operations.
• BPO experience, Retail industry preferred.
• Proven track record in client relationships and growth.

Responsabilidades

• Lead large-scale operations across multiple programs and LOBs with 1,000+ employees.
• Drive profitability, revenue, and cost management including capital expenditures.
• Develop and engage senior leaders to sustain high-performance culture.
• Manage P&L, forecasts, and client performance metrics.
• Build strategic client relationships and pursue growth opportunities.
• Lead business reviews and client meetings monthly and quarterly.
• Align operational strategies with company goals with cross-functional teams.
• Oversee workforce planning and peak/seasonal operations.
• Implement Lean process improvements to increase efficiency.
• Monitor and improve quality, service levels, and client satisfaction.

Conocimientos

P&L management

Lean principles

BPO leadership

Client relationships

Forecasting

People management

Strategic partnerships

Descripción del empleo

We are looking for an experienced and strategic Senior Director, Operations to lead large-scale BPO operations and drive operational excellence, business growth, and exceptional client satisfaction.

This leader will be responsible for managing a complex operations vertical with 1,000+ employees, overseeing multiple lines of business, and ensuring the achievement of financial, operational, and client performance goals.

The ideal candidate is a strong people leader with extensive experience in the BPO industry, particularly supporting Retail programs, and a proven track record of managing and growing strategic client relationships.

What You'll Do

• Lead and oversee large-scale operations with responsibility for 1,000+ employees across multiple programs and lines of business.


• Drive operational performance while ensuring client expectations, financial goals, and business objectives are consistently achieved.


• Lead, develop, and engage senior leaders and operational teams to deliver strong business results and a high-performance culture.


• Manage and review P&L performance, forecasts, revenue, operating costs, and capital expenditures.


• Identify opportunities to improve profitability, increase revenue, reduce operational costs, and support business growth.


• Build and maintain strong relationships with clients, acting as a strategic partner and ensuring a customer-first approach.


• Lead daily, weekly, monthly, and quarterly business reviews and client meetings.


• Identify and pursue opportunities to grow existing accounts and support the acquisition of new business.


• Partner with senior leadership and cross-functional teams to align operational strategies with company goals.


• Oversee forecasting, workforce planning, and operational readiness, including the management of peak and seasonal operations.


• Ensure multiple lines of business are effectively managed and consistently monitored.


• Drive continuous improvement initiatives using Lean principles to eliminate process waste, improve efficiency, and enhance quality.


• Monitor business trends, client metrics, operational performance, and quality standards.


• Review pricing for current and prospective clients and support business planning and growth initiatives.


• Ensure accurate and timely invoicing and support the collection of accounts receivable.


• Promote strong employee engagement, accountability, discipline, and morale across the organization.

What We're Looking For

• 2+ years of experience at the Director level, managing large-scale operations with 500+ employees.


• Strong BPO experience, preferably within the Retail industry.


• Proven track record managing and growing client relationships.


• Experience managing P&L, operational performance, and multiple lines of business.


• Experience managing peak/seasonal operations.


• Strong leadership, communication, and people management skills.


• Valid U.S. Visa and passport required.


• Willingness to relocate to Medellín, Colombia, is required.