Director Of Operations | Latam Based
Há 2 dias
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 RoleWe'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 & EditsMarketing Services DeliveryCustomer SupportCustomer Success & RetentionYou'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 ResponsibilitiesDrive 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 ForMust-Have Experience:7+ years leading operations in a tech-enabled services or SaaS environmentProven success scaling operations while improving unit economicsExperience managing fulfillment and customer-facing service teamsDeep familiarity with service metrics (e.g., cost per order, time-to-fulfillment, CSAT, churn)Comfortable going deep into processes, data, and team-level executionExperience driving implementation of new tools / AI across organizationsHighly Desirable Experience:Website building, marketing tech, or agency/managed service backgroundLean, Six Sigma, or other process improvement frameworksExperience implementing AI or automation into workflowsFamiliarity with tools like Zendesk, Notion, Airtable, Slack, Asana, JiraYou Are:A doer — not just a strategistDetail-oriented and highly analyticalObsessed with process, systems, and scalable solutionsA strong people leader who builds trust and sets high standardsCustomer-centric — you care deeply about the experience we deliverGreat communicatorWhy UENI?Mission-driven company serving real-world entrepreneursOpportunity to reshape how digital services are delivered at scaleWork closely with a passionate founding teamRemote-friendly and flexible cultureCompetitive compensation#J-*****-Ljbffr
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