Looking for a Site Director to lead and oversee all operational functions at a key location, ensuring alignment with strategic objectives and a strong commitment to service excellence. The ideal candidate is a visionary leader with solid business acumen and operational expertise, capable of driving performance, cultivating a high-performing way of working, and delivering an exceptional experience for both clients and employees.

Client Details

Multinational company with operations across the LATAM region with strong presence in Mexico ( Puebla)

Description

• Provides strategic leadership to align operations with business goals and client expectations.

• Fosters a customer-focused, high-performance way of working within a service-oriented environment.

• Oversees all key functions including HR, Quality, Training, WFM, and Facilities.

• Sets and monitors KPIs, driving continuous improvement and operational excellence.

• Implements process enhancements to improve efficiency and manage costs.

• Optimizes resource allocation across people, systems, and infrastructure.

• Coaches leadership teams to promote accountability, collaboration, and innovation.

• Manages client relationships and leads regular business performance reviews.

• Leverages data to inform decision-making and resolve operational challenges.

• Ensures compliance with regulatory, internal, and client-specific requirements.

• Oversees operational budgets to maximize ROI and support strategic goals.

• Identifies risks and implements proactive mitigation plans.

• Partners on hiring and onboarding strategy to maintain workforce readiness.

• Maintains consistent service delivery aligned with performance standards.

• Enforces internal policies and drives alignment across departments.

• Leads resolution of complex issues with a solution-focused mindset.

• Drives project outcomes through performance coaching and monitoring.

• Embodies organizational values and champions innovation and growth.

Profile

• 5+ years of senior leadership experience in operations, ideally within the BPO or contact center sector.

• Proven success managing complex, multifunctional teams and cross-departmental initiatives.

• Strong financial acumen and experience owning budgets and driving performance improvement.

• Excellent interpersonal, negotiation, and stakeholder management skills.

• In-depth knowledge of industry regulations, compliance, and operational frameworks.

• Advanced proficiency in data analysis and business intelligence tools.

• Bilingual in Spanish and English (required or preferred depending on client needs).

• Bachelor's degree in Business Administration, Operations Management, or a related field (Master's preferred).

Job Offer

Reallocation support + Executive Benefits