Vice President of Operations

Redial BPO; Mexicali; Presencial; MXN 2,209,000 - 2,947,000; Jornada completa

Descripción de la vacante

A global BPO company in Mexicali is seeking an experienced EVP of Operations to lead and scale their operations. The ideal candidate has over 10 years of BPO operations leadership experience, is bilingual in Spanish and English, and possesses excellent skills in team development and process optimization. You will play a key role in operational excellence and foster strong relationships across the organization. Join a supportive community that values growth and recognizes excellence.

Formación

• Proven experience (10+ years) in BPO operations leadership, preferably in a VP or senior director role.
• Strong understanding of BPO delivery models and workforce management.
• Excellent communication and interpersonal skills.

Responsabilidades

• Oversee daily operations across multiple sites, ensuring service delivery excellence.
• Design, implement, and improve operational workflows and KPIs.
• Build and mentor high-performing teams while fostering a culture of ownership.

Conocimientos

BPO operations leadership

Client onboarding

Process development

Performance management

Cross-functional collaboration

Bilingualism (Spanish/English)

Descripción del empleo

Overview

We are looking for a talented EVP of Operations! Travel: International travel required (up to 40%) Language: Bilingual (Spanish/English) preferred

Position Summary:

We are seeking a dynamic, hands-on Vice President of Operations to lead and scale our global BPO operations. This role demands a proactive leader who thrives in fast-paced environments, is deeply involved in day-to-day execution, and is passionate about building high-performing teams and processes. The ideal candidate is not afraid of long hours, embraces accountability, and is committed to delivering results.

Key Responsibilities

• Operational Leadership: Oversee daily operations across multiple sites, ensuring service delivery excellence, efficiency, and client satisfaction.
• Process Development & Optimization: Design, implement, and continuously improve operational workflows, KPIs, and SLAs.
• Team Development: Build and mentor high-performing teams; foster a culture of ownership, performance, and continuous improvement.
• Executive Communication: Effectively communicate with C-level stakeholders, providing strategic insights and operational transparency.
• Trust & Engagement: Earn trust and build strong relationships across all levels of the organization—from frontline teams to senior leadership.
• Cross-Functional Collaboration: Partner with departments including HR, Finance, IT, and Client Services to drive alignment and shared success.
• Client Engagement: Collaborate with clients to understand needs, resolve issues, and drive strategic initiatives.
• Technology & Innovation: Partner with IT and development teams to implement automation, analytics, and digital transformation strategies.
• Budget & P&L Management: Own operational budgets, drive cost efficiencies, and ensure profitability across accounts.
• Compliance & Quality: Ensure adherence to regulatory standards, internal policies, and quality benchmarks.
• International Travel: Willingness and ability to travel globally to support operations, onboard new clients, and manage teams.

Qualifications

• Proven experience (10+ years) in BPO operations leadership, preferably in a VP or senior director role.
• Strong understanding of BPO delivery models, client onboarding, and workforce management.
• Hands-on approach to problem-solving and team leadership.
• Experience in process development, operational scaling, and performance management.
• Comfortable working extended hours when needed to meet business demands.
• Excellent communication and interpersonal skills, with the ability to influence and inspire across all levels.
• Demonstrated success in cross-functional collaboration and driving company-wide initiatives.
• Bilingual in Spanish and English is a strong plus.

What We Value

• Integrity, Ownership, and Transparency in everything we do
• Collaboration and Respect across teams and geographies
• Resilience and Grit in the face of challenges
• Commitment to Excellence and continuous improvement

Apply now, join our team, and be part of a supportive community that values growth, recognizes excellence, and fosters a vibrant work environment!

All suitably qualified applicants will be considered based on their qualifications, experience, and the competencies relevant to the role. We do not discriminate on the basis of race, gender, age, disability, religion, sexual orientation, or any other characteristic protected under applicable law.

REDIAL BPO will never request any form of payment—whether for applications, interviews, or job placements—from applicants. If you are ever asked for payment as part of a recruitment process claiming to be from REDIAL BPO, please treat it as fraudulent and report it to us immediately.