BPO Operations Manager

Keen; Cape Town; On-site; ZAR 1,000,000 - 1,200,000; Full time

Benefits offered by this job

Competitive salary

Growth opportunities

Leadership development

Birthday leave

Global team

Job summary

Keen is hiring a Senior Operations Manager to lead Customer Services & Experience delivery for global clients. You will design processes, implement systems, and shape the culture of teams delivering world-class service and results.

You will partner with clients, ensure tight daily execution, and scale operations to meet evolving business needs. You will own daily operations for 24/7 customer teams, mentor leaders, monitor KPIs, and drive improvements in speed and efficiency while ensuring

Qualifications

• 8+ years of experience in operations leadership within CX/BPO environments.
• Ability to design processes and build from scratch rather than maintain.
• Deep understanding of CX systems, tools, and performance levers.
• Excellent client management and stakeholder communication skills.
• Strong analytical mindset with data-driven decision making.
• Ownership mindset with cross-functional collaboration and scalability.
• Bonus if Six Sigma/Lean or compliance certification present.

Responsibilities

• Own daily operations for 24/7/365 Customer Experience and Customer Service teams.
• Lead, mentor, and grow frontline and management teams.
• Partner with clients as senior point of contact to exceed delivery expectations.
• Monitor KPIs and use data to guide strategy and execution.
• Build and improve internal processes for speed, efficiency, and consistency.
• Ensure compliance with regulatory and client standards across functions.
• Collaborate with finance on budgets and forecasts.
• Recruit, onboard, and coach team members for long-term growth.

Skills

Operations leadership

CX systems

Data-driven decisions

Client management

Stakeholder communication

Team building

Six Sigma/Lean (bonus)

Tools

Zendesk

CRM platforms

Workforce management

Job description

About Keen:

At Keen, we don’t just deliver services — we embed ourselves into the heart of our clients’ businesses. From digital marketing and creative to customer experience, we craft bold, high-performance digital experiences for global brands. Keen helps some of the most exciting U.S. and international brands scale smarter by embedding expert teams that drive results across marketing, creative, customer experience, and sales. We’re not just another legacy BPO. We’re a partner in growth — and that’s where you come in.

About the Role:

We’re hiring a Senior Operations Manager to lead Customer Services & Experience delivery for our global clients and business operations. You won’t be handed a ready-made playbook — you’ll be writing it. This role is for a true builder. You’ll design processes, implement systems, and shape the culture of teams that deliver world-class service and results. You’ll partner directly with clients, ensure daily execution is tight, and scale operations that can flex and evolve with business needs. If you thrive in building structured environments from scratch, think critically in high-pressure situations, and know how to rally a team around big goals — we want to meet you.

What You’ll Do:

• Own daily operations for our 24/7/365 Customer Experience and Customer Service teams, ensuring top-tier performance
• Lead, mentor, and grow high-performing frontline and management teams
• Partner with clients as the senior point of contact, ensuring delivery exceeds expectations
• Monitor and report on KPIs, using data to guide strategy and execution
• Build and continuously improve internal processes to drive speed, efficiency, and consistency
• Ensure compliance with regulatory and client standards across all functions
• Collaborate with finance to manage budgets and forecasts
• Help manage our office presence and in-office culture from our Wembley (and future centers around Cape Town)
• Recruit, onboard, and coach team members for long-term growth and scalability

Requirements

What we’re Looking For:

• 8+ years of experience in operations leadership (in BPO CX environments)
• Proven ability to lead large teams and build from scratch — not just maintain
• Deep understanding of CX systems, tools, and performance levers
• Excellent client management and stakeholder communication skills
• Strong analytical mindset — confident using data to drive decisions
• Experience being a true ‘owner’ with deep abilities across communication, collaboration, and growth & adaptability
• Experience with CRM platforms and workforce management tools (such as Zendesk)
• Experience working with teams of all sizes (we have teams as small as 1, and as large as 50+ Agents)
• Bonus if you’ve worked with international clients or have Six Sigma, Lean, or compliance certification

Benefits

What’s in it for you:

• Competitive salary based on experience

• Build something meaningful with a fast-growing, values-driven company

• Opportunity to shape client outcomes and influence internal operations

• Leadership development, mentorship, and future growth opportunities

• Birthday leave + professional development budget

• A global team of operators, creatives, and strategists who work hard and are building the future of BPO

This is a full-time position, requiring flexibility in hours, but will primarily work from from 4 pm to 1 am SAST at our offices in Cape Town. The ability to commute to and from the office is required.