Operations Manager

Neowork; Mexico; Remote; MXN 886,000 - 1,329,000; Full time

Benefits offered by this job

Health insurance for contractors

Holiday Extra Pay

Mental health days

Job summary

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.

We are a global staffing and operations partner delivering remote teams for U.S. companies. This 100% home-based role offers incentives and an annual review, with hours aligned to U.S. business needs.

Qualifications

• 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 Mexico, with a reliable home office setup and stable internet connection.

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 demand.
• Identify bottlenecks and implement process improvements as the account scales.

Skills

Operations

Team management

Advanced Excel/Sheets

English proficiency

CRM/ticketing/telephony tools

Ownership mindset

US stakeholder communication

Tools

CRM systems

Ticketing tools

Telephony tools

Job description

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 demand
• Identify bottlenecks and implement process improvements as the account scales

• 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 Mexico, 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

• 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.