Senior Director, Operations

- Location: Medellín, Colombia

About the Role

We are looking for an experienced and strategic Senior Director, Operations to lead large-scale BPO operations and drive operational excellence, business growth, and exceptional client satisfaction.

This leader will be responsible for managing a complex operations vertical with 1,000+ employees, overseeing multiple lines of business, and ensuring the achievement of financial, operational, and client performance goals.

The idóneo candidate is a strong people leader with extensive experience in the BPO industry, particularly supporting Retail programs, and a proven track record of managing and growing strategic client relationships.

What You'll Do

- Lead and oversee large-scale operations with responsibility for 1,000+ employees across multiple programs and lines of business.
- Drive operational performance while ensuring client expectations, financial goals, and business objectives are consistently achieved.
- Lead, develop, and engage senior leaders and operational teams to deliver strong business results and a high-performance culture.
- Manage and review P&L; performance, forecasts, revenue, operating costs, and capital expenditures.
- Identify opportunities to improve profitability, increase revenue, reduce operational costs, and support business growth.
- Build and maintain strong relationships with clients, acting as a strategic partner and ensuring a customer-first approach.
- Lead daily, weekly, monthly, and quarterly business reviews and client meetings.




- Identify and pursue opportunities to grow existing accounts and support the acquisition of new business.
- Partner with senior leadership and cross-functional teams to align operational strategies with company goals.
- Oversee forecasting, workforce planning, and operational readiness, including the management of peak and seasonal operations.
- Ensure multiple lines of business are effectively managed and consistently monitored.
- Drive continuous improvement initiatives using Lean principles to eliminate process waste, improve efficiency, and enhance quality.
- Monitor business trends, client metrics, operational performance, and quality standards.
- Review pricing for current and prospective clients and support business planning and growth initiatives.
- Ensure accurate and timely invoicing and support the collection of accounts receivable.
- Promote strong employee engagement, accountability, discipline, and morale across the organization.

What We're Looking For

- 2+ years of experience at the Director level, managing large-scale operations with 500+ employees.
- Strong BPO experience, preferably within the Retail industry.
- Proven track record managing and growing client relationships.
- Experience managing P&L;, operational performance, and multiple lines of business.
- Experience managing peak/seasonal operations.
- Strong leadership, communication, and people management skills.
- Valid U.S. Visa and passport required.
- Willingness to relocate to Medellín, Colombia, is required.

📌 Sr Director Operations (Medellín)
🏢 iQor
📍 Medellín