Director of Service

hace 2 semanas

Bogotá, Colombia One Janitorial A tiempo completo

We’re excited to offer an opportunity to join **One Janitorial** as a **Director of Service & Operations** — a full-time, remote leadership position for an experienced operator who can build and scale our customer service, post-sales support, and operational delivery teams.

This role is ideal for someone who has built overseas or LATAM service teams, developed SOPs, set up QA and training systems, and successfully scaled service operations from the ground up.

**Application Process & Requirements**

**Copy the link and paste into your browser (Works best on Chrome).**
- Attach a **recent video** answering the questions provided in the form.
- Ensure your video link (Google Drive, Loom, YouTube) is **public or unlisted** for review.
- Applications **must include both a Resume and Video** to be reviewed.

**About the Role**

As the **Director of Service & Operations**, you will lead the development and management of our customer service and operational support structure. You will build the team, design service processes, implement training and QA systems, and ensure an outstanding experience for every One Janitorial client.

Your leadership will directly impact client retention, satisfaction, quality of service, and operational efficiency.

**Key Responsibilities**
- Build and manage a remote service and support team in LATAM or overseas
- Hire, train, and lead service agents, team leads, trainers, and QA staff
- Develop SOPs, onboarding processes, escalation pathways, and service workflows
- Set and manage KPIs: SLAs, CSAT, response times, resolution times, QA scores
- Implement and maintain helpdesk/ticketing systems and knowledge bases
- Oversee workforce management and shift planning
- Coach and evaluate service agents and supervisors
- Drive continuous improvement initiatives to scale service efficiently
- Ensure smooth coordination between Sales, Operations, and Service departments
- Provide weekly reporting and insights on service performance

**Compensation**
- Competitive USD Salary (based on experience)
- Performance-based bonuses
- Full-time, remote leadership role with long-term growth

**Requirements**:

- 5-10+ years of experience in customer service leadership, service delivery, operations management, or BPO operations
- Experience building support teams in LATAM or overseas strongly preferred
- Strong experience with ticketing tools (Zendesk, Freshdesk, HubSpot Service, etc.)
- Fluent English (written and spoken)
- Strong leadership, communication, and process-building skills
- High energy, disciplined, and results-driven
- Dedicated home workspace, high-speed internet, and reliable equipment
- Ability to create and manage a high-performance service environment

**Our Core Values**

At One Janitorial, we live by the following principles:

- **Discipline**:

- **Ethical Behavior**:

- **Results-Oriented Mindset**:

- **Making an Impact**:

- **Commitment**:

- **Responsibility**

If these values align with how you lead and operate, you may be exactly who we’re looking for.

- _The One Janitorial Team_

**Experience**:

- operations management, or BPO operations: 5 years (required)

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