Operations Director

Build and lead AiQO’s operations function from the ground up. A foundational leadership role where you’ll design the operating model, set the standards, and shape how the company delivers and scales, moving between strategy and hands-on execution.

🏢 About AiQO

AiQO is a nearshore talent and operations partner that builds high-performing teams for U.S. companies. We connect businesses with exceptional Latin American talent and provide the structure, management, and operational support needed to build and scale nearshore teams.

🎯 About the Role

We’re looking for an Operations Director to build and lead AiQO’s operations function from the ground up. This is a foundational leadership role: you’ll design the operating model that supports our clients and employees, establish processes and standards, and make sure our teams consistently deliver against client expectations.

You’ll work closely with the Talent Acquisition Director and the Sales Manager to create a seamless flow from the moment a prospect enters the pipeline, through client onboarding and recruitment, to ongoing employee and account management. You should be comfortable moving between strategy and hands-on execution: building an SOP one day, solving a client escalation the next.

✅ What You’ll Do

Build the Operations Function

• Design and implement AiQO’s operational processes, SOPs, policies, and standards across the employee and client lifecycle,

• Establish clear ownership and accountability for operational activities

• Create scalable processes that support growth without sacrificing service quality.

• Identify operational gaps, inefficiencies, and risks, and implement solutions.

Client Onboarding & Account Operations

• Own the process for transitioning new clients from Sales into Operations, including requirements gathering, staffing plans, timelines, and launch readiness.

• Define client communication and escalation protocols, and act as an operational contact when needed.

• Monitor client satisfaction, service quality, staffing levels, and performance, anticipating issues before they escalate.

• Lead operational reviews with clients and internal stakeholders.

Sales & Talent Acquisition Collaboration

• Establish a formal Sales → Talent Acquisition → Operations handoff, so Operations receives complete information before a new account launches.

• Help evaluate the operational feasibility, staffing models, timelines, and risks of prospective client requirements.

• Translate client requirements into hiring plans with Talent Acquisition, keeping visibility on pipelines and headcount forecasts.

• Ensure new employees are operationally ready before being assigned to clients.

Employee Lifecycle & Performance

• Build the processes for onboarding, training, attendance, performance management, communication, and offboarding.

• Define performance expectations and KPIs for employees and teams.

• Handle attendance, performance, and disciplinary matters together with HR, in line with company policy and Colombian labor law.

• Monitor engagement, retention, absenteeism, and performance trends, and prevent recurring issues.

Operational Performance & Quality

• Define operational KPIs and build the dashboards and reports that give leadership real-time visibility.

• Run regular operational reviews and create action plans for underperforming accounts, teams, or processes.

• Set quality standards, run audits, and carry out root-cause analysis with corrective and preventive actions.

• Standardize processes across clients while keeping flexibility for client-specific needs, and automate repetitive tasks where possible.

Team Leadership

• Build, train, and develop the Operations team as AiQO grows.

• Define roles, responsibilities, reporting structures, and team KPIs.

• Hold regular one-on-ones, team meetings, and reviews.

• Foster a culture of ownership, accountability, and continuous improvement.

Risk Management & Escalations

• Establish a structured escalation process and act as the senior escalation point for operational, employee, and client issues.

• Develop contingency plans for staffing, attendance, performance, and service-delivery risks.

• Ensure escalations are documented, communicated, resolved, and followed up.

🧩 What We’re Looking For

• 5+ years of experience in operations, service delivery, BPO, outsourcing, staffing, or similar environments.

• 3+ years leading supervisors or cross-functional teams.

• Proven experience creating and implementing operational processes from the ground up.

• Strong understanding of the employee lifecycle and service-delivery operations.

• Experience managing client relationships and operational escalations.

• Experience developing SOPs, KPIs, dashboards, and operational reports.

• Strong analytical, problem-solving, organizational, and project-management skills.

• Advanced English (B2–C1), written and verbal.

• Able to manage multiple clients and initiatives at once, and make sound decisions with limited existing structure.

• Based in Barranquilla, Colombia and available to work fully on-site.

⭐ Nice to Have

• Experience in a nearshoring, BPO, staffing, or outsourcing company, or supporting U.S.-based clients.

• Experience in logistics, transportation, technology, or other high-growth industries.

• Experience building an operations department at an early-stage company.

• Familiarity with CRM, ATS, HRIS, project-management, and workforce-management platforms.

• Experience managing distributed or remote teams.

📈 Key Metrics

Success in this role is measured by:

• Client Retention Rate.
• Employee Retention Rate.
• Client Satisfaction (CSAT).
• Gross Margin.
• Absenteeism Rate.
• Employee Engagement

🎁 What We Offer

• Foundational ownership: build and lead AiQO's Operations function and define how the company operates and scales.

• Executive-level visibility and direct impact on business growth, working with leadership across Sales and Talent Acquisition.

• A fast-paced, collaborative environment focused on accountability and execution, with significant professional growth.

• Competitive compensation and benefits.

Ready to build something from the ground up?

Apply now and help shape how AiQO operates and scales.