At Prometeo Talent, our mission is to connect exceptional talent with innovative industry leaders.
Today, we’re partnering with our client — a U.S.-based company in an accelerated growth phase, specialized in Customer Experience and Digital Operations, with a strong collaborative and performance-driven culture.
Our Proposal
Are you an experienced Service or Operations leader passionate about elevating customer experience and driving operational excellence?
We’re looking for a Director of Service to lead and scale service delivery operations, enhance process efficiency, and develop high-performing teams in a fast-growing organization.
This role combines strategic leadership, operational execution, and data-driven decision-making, with a focus on building the foundation for the company’s global service delivery.
Key Responsibilities
- Execute the operational strategy and manage performance across all service areas.
- Lead Client Services, QA, and Billing teams (currently ~50 members, scaling to 100).
- Design and optimize workflows, processes, and operational playbooks.
- Ensure service quality and consistency by improving key CX metrics (CSAT / NPS).
- Coach and mentor supervisors and managers, promoting leadership growth and accountability.
- Collaborate cross-functionally with Data, Product, and Operations to identify efficiencies and continuous improvement opportunities.
Requirements
- 10+ years in Service / Operations Management (CX, BPO, or similar industries).
- Proven experience leading large teams (100+ members) and multiple supervisors.
- Advanced English for executive communication and cross-functional collaboration.
Nice to Have
- Experience designing playbooks, mentoring programs, or leadership development initiatives
- Six Sigma / Lean certifications or equivalent process-improvement background.
- Exposure to QA and Billing operations.
- Background in consumer-facing service environments.
️ About the Position
- 100% Remote (coverage from 8:00 AM to 6:00 PM CT, U.S.).
- Full-time contractor position.
- U.S. holidays off.
- Reports directly to the Global Operations Director.
What’s in it for you
- A high-impact leadership role in a fast-scaling global project.
- Collaborative, agile, and people-centered culture.
- Real opportunities for professional growth and strategic influence.
If you’re ready to lead high-performing teams and shape the future of Service Operations in a global company, we’d love to meet you.
Apply Now