Senior Operations Manager

hace 4 días


Bogotá, Bogotá D.E., Colombia Hire Horatio CX A tiempo completo
Job Responsibilities

The Director of Client Services & Operations is responsible for managing a team of Client Service Managers (CSMs) and working directly with clients. Key responsibilities include:
  • Solving client issues and providing strategic recommendations.
  • Ensuring the team is performing at expected quantitative and qualitative levels.
  • Contributing to critical team operations, including hiring, onboarding, training, quality control, and team building.
  • Establishing a quality-focused team culture with strong communication and adherence to Horatio's values.
  • Managing and mentoring direct reports, including CSMs and associates.


To succeed in this role, you will need:
  • At least 8+ years of experience in an account management role and operations.
  • Hands-on experience with process improvement and project management.
  • Advanced near-native English proficiency.
  • Excellent customer support and phone support experience preferred.
  • Tech-savvy and advanced proficiency on G-Suite/MS-Office.

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