Columbia: Site Launch Manager

Operational Launch Manager Location: Medellin, Colombia Compensation: Negotiable Start date: Immediate Requirement Reporting to: COO N.B. this is a Director-designate role; i.e., we intend to promote the successful candidate to the role of Director following; (a) A successful probationary period. (b) Evidence of early growth in the site, and the potential for further significant growth, to a scale commercially supportive of the role of Director of Operations. Quantanite ( is seeking an exceptional Service Delivery Leader, with experience in delivering operational excellence in single and multiple sites in a high growth environment. Ideally, you will enjoy a background in CX Campaign experience, but this is not essential; a proven, ethical, and results-oriented leader is the primary requirement regardless of your career background. A role with a genuine pathway to greater responsibilities, functionally and geographically. About Quantanite Quantanite is a customer experience (CX) solutions and outsourcing company helping fast-growing companies and leading global brands to transform and grow. We do this through a collaborative and consultative approach, rethinking business processes and ensuring our clients employ the optimal mix of automation and human intelligence. We’re an ambitious team of professionals spread across four continents and looking to disrupt our industry by delivering seamless customer experiences for our clients, backed-up with exceptional results. We have big dreams, and are constantly looking for new colleagues to join us who share our values, passion and appreciation for diversity. About the role The Operations Launch Manager's primary purpose is to establish and develop Quantanite's operational presence in Medellin, Colombia. You will start with a core team of voice, chat, and/or email service advisors and rapidly scale the operation to meet business demands. This role is understandably a ‘turn-key’ role in the initial stages; you will own all elements of the service. This includes recruiting, selection, facilities, triage levels of HR, IT, and operational service delivery. You will be part of a wider global team. You can lean into the central resources we have in HR, Finance, WFM, Recruitment, Training, and other complimentary functions to ensure you and your operation are a success. You will be supported at every stage of your career journey. Please be in no doubt, however; this role will require hands‑on operational management, requiring the ability to build relationships with key stakeholders while ensuring excellent service delivery standards. An understanding of QA practice will also be advantageous. The role represents a significant career opportunity. The Job Holder will own all elements of delivery, providing significant latitude to drive your success. This is the most senior role we plan for Colombia at this time. As the services in the location grow, the opportunities for roles of higher responsibility – and reward – grow for the Job Holder too. The goal is to successfully establish Quantanite's Colombian operations hub and integrate it seamlessly into the existing global operational network whilst developing a strong foundation for future growth. Minimum Education and Experience requirements 3-5 years recent experience in BPO/Contact Centre operations management Experience in setting up or scaling operations in Latin America generally, and specifically Colombia. This is essential. Bachelor's degree in Business Administration, Operations Management, or related field Fluent in English and Latam Spanish; additional European language proficiency is highly advantageous. Knowledge of Colombian labour laws and business regulations Experience in BPO, location sourcing, infrastructure development, and vendor relationship management. Strong understanding of contact centre technologies and infrastructure. Key Competencies Leadership, resilience, and adaptability in a high growth environment are qualities of paramount importance for success in the role. Planning and execution capabilities, for near and mid term, at small, mid, and large organisational scale. Exceptional Personal Resilience and Achievement Orientation Exceptional Leadership of small, mid, and large groups Strong project management skills (ideally within a recognised methodology such as Agile and/or PRINCE2) Excellent stakeholder management abilities High cultural awareness and cross‑cultural communication skills Resource planning expertise (for critiquing) Change management and transformation leadership Strong analytical and problem‑solving abilities Risk management and mitigation skills Vendor and partnership management Experience in organisational development Experience in leading and implementing standardised Quality management systems Budget management and cost control Team building and collaboration skillsets Process design and implementation Knowledge and positive application to ISO standards and compliance requirements Infrastructure and facilities management Technology implementation experience Performance management expertise Training and development program design (for critiquing) Key Performance Areas Operational Setup: Establish and operationalise the new Egypt site, including facility setup, technology infrastructure, and operational processes. Ensure all necessary licenses and compliance requirements are met. Again, the initial location is likely to be a managed office, such as a Regus or a WeWork. Team Development: Recruit, train, and develop a high‑performing team of advisors and support staff. Create a strong operational culture aligned with Quantanite's values and standards. Service Delivery: Ensure consistent delivery of high‑quality voice services, maintaining required KPIs and service levels. Implement quality monitoring systems and continuous improvement processes. Infrastructure Management: Oversee the setup and maintenance of all necessary infrastructure, including IT systems, telephony, and facility management. Ensure business continuity and disaster recovery plans are in place. Executional Requirements Develop and implement the site launch plan, including timelines and milestones Establish local operational procedures and align them with global standards Create and manage budgets for site setup and ongoing operations Build relationships with local vendors and service providers Implement training and quality programs Set up performance monitoring and reporting systems to compliment and integrate with global functions and standards. Ensure compliance with local regulations and global standards Develop scalable processes for future growth Coordinate with global teams to ensure seamless integration throughout each stage of the launch process. Manage site expansion and growth initiatives Regular reporting to senior management on progress and performance Implement risk management and mitigation strategies #J-18808-Ljbffr