Job Description

As the VP of Global Operations & Client Onboarding, you will serve as the executive operational leader responsible for the execution of our global operational vision. You will bridge high-touch technical client onboarding with high-volume contact center operations. This role reports directly to the Sr VP Global Operations, who is based in the US.
Managing a highly regulated, complex data environment, you will drive operational efficiencies, accelerate client Time-to-Value (TTV), uphold rigorous SLAs, ensure data reliability, and build an environment that delivers an exceptional customer experience.

What You'll Do

• Front-Line Operational Delivery: Support direct end-to-end operational delivery across assigned departmental service lines, ensuring tasks are completed accurately and on schedule.
• Quality & Predictability Monitor day-to-day team performance with an eye on task accuracy, cycle-time speed, and output predictability across all service queues.
• Direct Team Supervision: Lead daily huddles, assign work tickets, and manage real-time queue performance for front-line onboarding and contact center staff.
• Real-Time SLA & Queue Monitoring: Monitor active call/chat queues and implementation pipelines, stepping in to reallocate resources to meet response and resolution targets.
• Quality Assurance & Coaching: Conduct quality checks on communications and technical setups, providing actionable feedback and coaching to team members.
• Process Adherence Ensure the team consistently follows established operating procedures, security guidelines, and data governance standards.
• Cross-Shift/Team Coordination: Coordinate with peers and US team leads to hand off escalated client cases and maintain smooth operational continuity.
• Team Engagement: Foster a positive, productive team environment through active support, conflict resolution, and performance recognition.

What Experience You Need

• Front-Line Leadership 7+ years of experience managing customer support, or technical onboarding environment.
• Education: Associate’s or Bachelor’s degree in Business, Systems, or a related field. (must)
• Technical & Queue Familiarity: Practical experience working with CRM/ticketing (Salesforce) platforms, telephony software, and data management systems.
• Coaching & Quality Control: Demonstrated ability to perform QA reviews, mentor teams, and deliver constructive performance feedback.
• Problem-Solving Skills Strong capability to troubleshoot live client escalations and resolve technical or procedural roadblocks quickly.
• Communication Skills: Excellent verbal and written communication skills in both English and Spanish to interact effectively with US counterparts and local teams.
• AI & Automation Implementation: Proven experience identifying and implementing AI-driven automation solutions to optimize workflows within a large-scale customer support or client implementation organization.
  

Primary Location:

CRI-Heredia

Function:

Function - Fulfillment / Operations

Schedule:

Full time