What You'll Do:
As our Operations Manager, you will lead the team responsible for supporting our field operations from Colombia.
Your mission will be to build a more scalable, efficient, and data-driven operation by leading our Backend Operations team and continuously improving how we coordinate technicians, customers, service requests, documentation, and operational workflows.
Responsibilities:
- Leading and developing a high-performing remote Backend Operations team.
- Driving operational excellence through process improvement and standardization.
- Designing and implementing SOPs, workflows, and operational best practices.
- Monitoring KPIs, dashboards, SLAs, and operational performance.
- Improving response times, productivity, and service quality.
- Strengthening quality controls for technician documentation, service notes, and operational compliance.
- Leading cross-functional collaboration between Dispatch, Customer Service, Claims, Billing, and Field Operations.
- Identifying automation opportunities and leveraging AI or technology to improve operational efficiency.
- Acting as the primary escalation point for complex operational issues.
- Building scalable operational structures that support the company's continued growth.
What We're Looking For:
Required Experience:
- 5–7+ years of experience leading Operations, Dispatch, Logistics, Field Service, or Service Coordination teams.
- At least 2 years leading remote Backend Operations or Operational Support teams.
- Experience in logistics, last-mile delivery, field services, technical services, home services, transportation, or similar industries.
- Strong background in process improvement and operational optimization.
- Experience managing KPIs, SLAs, dashboards, and operational reporting.
- Experience working with technicians, contractors, or field service organizations.
- Proven ability to build structure, improve efficiency, and scale operations.
Qualifications:
- Professional degree in Industrial Engineering, Business Administration, Supply Chain, Logistics, Operations, or a related field.
- Mandatory: Advanced English (C1/C2) — written and spoken.
- Advanced Excel skills.
- Experience using dispatch platforms, CRM systems, or field service management software.
- Knowledge of Lean, Continuous Improvement, Process Mapping, or Six Sigma is a plus.
- Experience implementing automation or AI solutions is highly desirable.
Who You Are:
- You are someone who thinks strategically but enjoys rolling up your sleeves when needed.
- Thrives in fast-paced, high-growth environments.
- Is passionate about building efficient operations.
- Loves solving problems using data.
- Inspires teams and develops people.
- Has a continuous improvement mindset.
- Is highly organized and detail-oriented.
- Takes ownership and drives results.
