Detalle de la Oferta

Descripción de la Oferta

About the Role:

We’re looking for a dynamic Head of Service Delivery & Client Success to lead high-performing teams and ensure operational excellence. This role is pivotal in optimizing service outcomes, managing large-scale client programs, and driving efficiency across all levels of the organization. You'll be accountable for aligning resources, meeting business goals, and delivering a top-tier experience for both clients and employees.

What You'll Bring:

- Bachelor’s degree in any discipline preferred; high school diploma required
- 2–3 years in a senior operational leadership role, ideally in a fast-paced service or BPO environment
- Proficient English (B2+/C1) — strong written and verbal communication
- Demonstrated success managing client relationships and expectations
- Strong experience in financial oversight and budget management
- Proven ability to lead teams of 200+ individuals across multiple functions
- Exceptional interpersonal and communication skills
- High attention to detail with strong analytical thinking
- Resilience under pressure, with a proactive and solution-driven approach
- Collaborative team player with adaptability to shifting priorities
- Confident decision-maker with a hands-on attitude

Key Responsibilities:

- Lead operational teams, ensuring the achievement of all key service delivery and client success metrics
- Act as the primary contact for strategic client communications, ensuring alignment with expectations and service agreements
- Monitor and meet performance KPIs, including quality assurance, service levels, customer satisfaction, and compliance standards
- Drive continuous improvement by identifying operational gaps and implementing best practices
- Build and maintain a robust talent pipeline—mentor team leaders, guide career progression, and partner with Talent Acquisition to bring in top-tier talent
- Provide strategic oversight to ensure efficient workflows and successful execution of programs
- Serve as the key escalation point for client operations, owning issue resolution and stakeholder communication
- Foster a culture of performance and accountability through consistent coaching, feedback, and recognition
- Lead regular business reviews and operational planning sessions with internal teams and external clients
- Champion internal collaboration across departments, incorporating employee feedback to refine processes
- Ensure readiness for business continuity and operational resilience in line with company policies
- Continuously identify opportunities to evolve and scale services, contributing directly to client retention and business growth