Director of Operations | Latam based

Há 3 dias

Porto Alegre, Brasil UENI Limited Tempo inteiro

UENI ("you and I") is on a mission to help small businesses succeed online. We provide a done-for-you service that builds websites and delivers digital marketing solutions to thousands of sole proprietors and microbusinesses worldwide. Our model combines software with human expertise — enabling us to deliver affordable, high-quality service at scale.

Please note that we are only evaluating candidates based in Central/South America.

The Role

We’re looking for a hands-on, process-obsessed Director of Operations to lead and scale our service delivery. This is a senior operational role — not an advisory or C-level position — perfect for someone who thrives on deep execution and wants to drive meaningful impact across fulfillment, support, and customer experience.

You will drive operational efficiency across the organization:

  • Website Fulfillment & Edits

  • Marketing Services Delivery

  • Customer Support

  • Customer Success & Retention

You’ll drive change, partnering closely with the founding team and management to redesign how we operate — increasing efficiency, reducing unit costs, and maintaining our high standards of customer service.

Key Responsibilities

  • Drive KPIs in day-to-day operations across fulfillment, support, and customer-facing teams.

  • Audit current processes and lead end-to-end redesign of operational workflows.

  • Identify and implement process improvements that reduce cost, increase speed, and maintain quality.

  • Standardize delivery playbooks and SOPs across teams and geographies.

  • Define and track KPIs related to efficiency, unit economics, SLAs, and customer satisfaction.

  • Drive operational excellence through automation, tools, and team alignment.

  • Manage and coach mid-level operational managers.

  • Act as a key voice in company leadership — bringing operational clarity to strategy discussions.

  • Build scalable systems to support growth while maintaining affordable service for customers.

What We're Looking For

Must-Have Experience:

  • 7+ years leading operations in a tech-enabled services or SaaS environment

  • Proven success scaling operations while improving unit economics

  • Experience managing fulfillment and customer-facing service teams

  • Deep familiarity with service metrics (e.g., cost per order, time-to-fulfillment, CSAT, churn)

  • Comfortable going deep into processes, data, and team-level execution

  • Experience driving implementation of new tools / AI across organizations

Highly Desirable Experience:

  • Website building, marketing tech, or agency/managed service background

  • Lean, Six Sigma, or other process improvement frameworks

  • Experience implementing AI or automation into workflows

  • Familiarity with tools like Zendesk, Notion, Airtable, Slack, Asana, Jira

You Are:

  • A doer — not just a strategist

  • Detail-oriented and highly analytical

  • Obsessed with process, systems, and scalable solutions

  • A strong people leader who builds trust and sets high standards

  • Customer-centric — you care deeply about the experience we deliver

  • Great communicator

Why UENI?

  • Mission-driven company serving real-world entrepreneurs

  • Opportunity to reshape how digital services are delivered at scale

  • Work closely with a passionate founding team

  • Remote-friendly and flexible culture

  • Competitive compensation

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