Senior BPO CX Operations Leader

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

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