Job Description

About the Role

Chubb is seeking an Operations Manager to serve as the operational backbone of its Engineering Centers in Mexico and Colombia. Reporting to the Head of Engineering Centers, this role ensures that all functional areas execute against their defined strategies with measurable consistency across both centers.

The Operations Manager drives operational excellence through governance, standardization, and performance management, while leading strategic programs that enable the centers to scale effectively. This is a high-impact role that creates visibility, closes execution gaps, and acts as the operational extension of the Head of Engineering Centers in cross-functional and cross-country matters.

The role manages a team of three direct reports: two Operations Analysts (one per center) and one Program Manager.

Key Responsibilities

Operational Governance

• Maintain a consolidated operational health view across all functional areas of both Engineering Centers.

• Ensure each functional area executes against its defined strategy, processes, and performance indicators.

• Identify deviations, escalate blockers, and drive corrective action cycles in collaboration with functional leads.

• Establish and sustain operational cadences: weekly operational reviews, monthly performance reviews, and quarterly business reviews.

Standardization & Process Consistency

• Define and enforce common operational standards across Mexico and Colombia.

• Ensure both centers operate with equivalent levels of process maturity and reporting discipline.

• Identify process gaps between centers and lead alignment initiatives.

Operational Visibility & Analytics

• Own the consolidated operational dashboard for both Engineering Centers.

• Ensure all functional areas produce timely, accurate, and actionable metrics.

• Deliver regular operational insights to senior leadership.

Demand Management & Capacity Planning

• Own the demand intake process across both centers.

• Maintain a forward-looking capacity view aligned to headcount growth targets and service commitments.

• Partner with Engineering and HR leads to anticipate and resolve capacity gaps.

Program Management

• Lead strategic and cross-functional programs including center expansions, new service onboardings, technology transformations, and large-scale process changes.

• Manage scope, timelines, risks, dependencies, and stakeholder communication for each program.

• Ensure programs are delivered on time and aligned to the strategic objectives of the Engineering Centers.

Strategic Partnership

• Act as the operational extension of the Head of Engineering Centers in cross-functional forums.

• Provide operational input to strategic decisions, growth planning, and center evolution.

• Represent operational interests in interactions with regional and global stakeholders.

Required Experience

• 7–10 years of progressive experience in operations management, business operations, or a related field.

• Demonstrated experience governing or managing operations across multiple geographies or sites.

• Experience working within or in close partnership with technology organizations (software development, IT services, or shared services).

• Proven track record of designing and implementing operational governance frameworks, KPI systems, and performance reporting.

• Experience leading cross-functional programs or initiatives from inception to delivery.

• Experience in organizations undergoing significant growth or transformation.

Preferred Experience

• Prior exposure to demand management and capacity planning in a technology services context.

• Experience operating in a matrixed organization where influence without direct authority is the primary operating model.

• Familiarity with nearshore or offshore Engineering Center models.

• Experience working across Latin America and US markets.

• Background in process improvement methodologies (Lean, Six Sigma, or equivalent).

Education & Certifications

Required

• Bachelor's degree in Business Administration, Industrial Engineering, Information Systems, or a related field.

Preferred

• Master's degree in Business Administration (MBA) or Operations Management.

• Project Management certification (PMP or equivalent).

• Process improvement certification (Lean, Six Sigma Green Belt or higher).

Key Competencies

• Influence Without Authority — Drives alignment and adoption across functional areas without direct line management over them.

• Systems Thinking — Understands how decisions in one functional area ripple across others and across geographies.

• Structured Communication — Translates operational complexity into clear, concise insights for senior stakeholders.

• Accountability Orientation — Holds self and others to commitments; follows through consistently.

• Proactive Problem Solving — Surfaces risks and gaps before they escalate; drives resolution without waiting to be directed.

• Adaptability — Operates effectively in a fast-scaling, multi-geography, multi-cultural environment.