Position Summary The Senior Operations Manager / Site Head will be responsible for leading and overseeing the day-to-day operations of the Bogotá site. This role will serve as the primary site leader, managing Assistant Operations Managers, Operations Managers, and Senior Team Managers who support multiple business lines, including retention calls, new line cancellation, technical support, sales and customer service. This position requires a strong operations leader who can drive performance, ensure service excellence, maintain client alignment, improve team engagement, and manage the site to the highest standards. The Senior Operations Manager will act as the main point of leadership for the Bogotá operation while reporting directly to the Director of Operations based in the United States. Key Responsibilities Operations Leadership Oversee overall site operations for Bogotá, ensuring all departments and business lines meet performance, quality, and service-level expectations. Manage and provide direction to AOMs, OMs, and STMs across retention, cancellation, technical support, sales, and customer service lines. Ensure operational goals are achieved through effective planning, coaching, performance tracking, and accountability. Identify operational gaps and implement process improvements to increase efficiency, consistency, and customer satisfaction. Support workforce planning, staffing needs, attendance management, and productivity monitoring. Team Management and Development Lead, coach, and develop operations leaders to ensure strong team performance and leadership capability. Build a culture of accountability, ownership, professionalism, and continuous improvement. Partner with leadership teams to improve employee engagement, retention, and overall site morale. Ensure managers and supervisors are properly supporting frontline employees through coaching, feedback, and performance management. Help create a positive work environment that supports employee growth and long-term retention. Client and Stakeholder Management Serve as a key operational contact for internal and external stakeholders. Partner with the U.S.-based Director of Operations to align site performance with business and client expectations. Prepare and present operational updates, performance reports, and action plans as needed. Support client management by ensuring service delivery, issue resolution, and operational commitments are consistently met. Escalate risks, trends, and performance concerns in a timely and professional manner. Site Management Act as the senior site leader for the Bogotá operation. Ensure the site is managed effectively, professionally, and in alignment with company standards. Support site engagement initiatives, employee communication, leadership visibility, and overall workplace culture. Partner with HR, Training, Recruitment, Workforce, Quality, and other support teams to ensure smooth site operations. Ensure compliance with company policies, operational procedures, and local employment requirements. Qualifications Proven experience in operations management, preferably within a BPO, contact center, or customer support environment. Experience managing Operations Managers, Assistant Operations Managers, Team Managers, Supervisors, or similar leadership roles. Strong background in customer service, retention, technical support, or multi-line contact center operations. Demonstrated ability to manage site-level operations and lead multiple teams or departments. Strong client management, stakeholder communication, and reporting skills. Excellent leadership, problem-solving, decision-making, and people management skills. Ability to work with U.S.-based leadership and adapt to cross-border operational expectations. Strong understanding of performance metrics, service levels, quality standards, and employee engagement strategies. Fluent or highly proficient in English and Spanish preferred. Key Competencies Strategic operations leadership People management and leadership development Client and stakeholder management Performance management and accountability Employee engagement and retention Problem-solving and process improvement Strong communication and executive presence Ability to lead in a fast-paced, high-volume environment Role Expectations The Senior Operations Manager / Site Head is expected to take full ownership of the Bogotá site’s operational success. This individual should be able to lead leaders, manage complex business lines, maintain strong communication with U.S. operations leadership, and ensure that the site delivers excellent results for employees, customers, and clients. #J-18808-Ljbffr