Key Responsibilities
End-to-End Operational Ownership
• Own performance across all Mexico-based service delivery functions, including technician services and support operations
• Establish and enforce accountability for KPIs including productivity, utilization, SLA adherence, quality, and cost
• Drive operational rigor through standardized processes, performance cadences, and governance mechanisms
• Identify and resolve performance gaps with urgency and precision
Global Operating Model Integration
• Serve as the primary integrator between U.S.-based leadership and Mexico-based delivery teams
• Align cross-functional priorities, workflows, and execution timelines
• Design and implement a globally consistent operating model that eliminates fragmentation and inefficiencies
• Ensure seamless coordination across time zones, cultures, and organizational structures
Systems, Analytics & Instrumentation
• Build and maintain a comprehensive measurement framework across all service operations
• Develop real-time visibility into key metrics, including:
o Productivity and throughput
o Workforce utilization
o Cost per transaction/service
o Customer experience indicators (CSAT, NPS, resolution time)
• Partner with data engineering and analytics teams to deliver scalable reporting infrastructure
• Leverage insights to drive continuous improvement and informed decision-making
Customer Experience (CX) Optimization
• Champion a customer-centric operating model grounded in measurable outcomes
• Translate customer feedback and insights into actionable operational improvements
• Partner with CX and product teams to improve service quality, resolution speed, and overall satisfaction
• Ensure operational changes directly correlate to improved customer outcomes
Workforce Planning & Service Economics
• Own capacity planning models to align workforce supply with demand forecasts
• Establish productivity benchmarks and staffing ratios
• Optimize cost structures while maintaining service quality and scalability
• Lead initiatives to improve efficiency, reduce waste, and maximize resource utilization
Forecasting & Demand Planning
• Develop and maintain demand forecasting models based on historical trends, seasonality, and business inputs
• Collaborate with business leaders to anticipate changes in volume and service requirements
• Align hiring, training, and scheduling strategies with forecasted demand
• Continuously refine forecasting accuracy and planning methodologies
BPO & Shared Services Alignment
• Oversee integration and alignment of BPO partners and shared services functions (FP&A, HR, Data Engineering)
• Ensure support functions are tightly aligned with operational goals and performance metrics
• Establish clear governance, communication, and accountability frameworks across all stakeholders
• Drive consistency in processes, reporting, and performance expectations
Continuous Improvement & Scalability
• Lead process improvement initiatives leveraging Lean, Six Sigma, or similar methodologies
• Identify opportunities for automation, tooling enhancements, and workflow optimization
• Build scalable systems and processes to support business growth and increasing complexity
• Foster a culture of operational excellence, accountability, and continuous improvement
Qualifications
Minimum Qualifications
• Bachelor’s degree in Business, Operations, Engineering, or related field
• 7+ years of experience in operations leadership, preferably in BPO or tech-enabled service environments
• Proven experience managing complex, distributed service delivery models (onshore/offshore)
• Strong expertise in workforce planning, capacity modeling, and service economics
• Demonstrated ability to lead cross-functional teams and drive measurable outcomes
• Highly data-driven with strong analytical and problem-solving skills
Preferred Qualifications
• Experience operating or supporting delivery centers in Mexico or Latin America
• Demonstrated success building or scaling global service operations
• Advanced proficiency with BI and analytics tools (e.g., Tableau, Power BI, Looker)
• Experience implementing operational dashboards and real-time reporting systems
• Strong track record of improving customer experience through operational changes
• Familiarity with Lean, Six Sigma, or continuous improvement frameworks
Leadership & Competencies
• Operational Excellence: Deep understanding of service operations and performance drivers
• Ownership Mentality: Takes full accountability for outcomes, not just activities
• Systems Thinking: Ability to design and optimize complex operational systems
• Cross-Functional Leadership: Influences and aligns diverse stakeholders across geographies
• Execution Focus: Translates strategy into disciplined, measurable execution
• Communication: Clear, concise, and effective across all organizational levels
Supervisory Responsibility
• May lead both direct and indirect teams, including operations leaders, analysts, and support functions
• Responsible for building leadership capability within the Mexico operations organization
Work Environment
• Remote-based role with regular interaction across global teams
• Operates within a professional office environment using standard business tools and systems
Physical Requirements
• Ability to perform standard office functions including sitting, standing, and computer use
• Occasional lifting of light materials (up to 5 pounds)
Travel Requirements
• Occasional domestic and international travel (primarily U.S. and Mexico) as needed to support operations and team alignment
Work authorization/security clearance requirements
N/A
Affirmative Action/EEO statement
The Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, or any other status protected under applicable federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. The company will also consider qualified applicants with criminal history in a manner compliant with federal, state and local laws.