Senior Ops Manager – Procesos y Automatización

📋 Description

• Lead a team consisting of 1 supervisor and 6 analysts, establishing work methodologies, prioritization criteria, and delivery standards — ensuring the team has the context and direction to operate autonomously.

• Gather and document the Service Journey Maps for the contact center processes, identifying causal factors by contact type based on data, serving as the foundation for all improvement initiatives.

• Utilize the COPC Lean Six Sigma (DMAIC) methodology to design and implement process enhancements with pre/post measurement, directly impacting contact rate, FCR, and DSAT.

• Act as an internal consultant for the CS area: translating operational findings into recommendations for the Head of CS and coordinating with product, operations, and BPO teams to implement solutions that require cross-functional collaboration.

• Coordinate the operational integration of new products into the support ecosystem: from journey design to flow configuration in Intercom and resolution systems.

• Design and implement automation solutions using n8n, Retool, and Intercom to eliminate manual steps and scale resolution capacity without increasing headcount.

⛳️ Requirements

• Over 10 years of experience in CX operations, contact centers, or process improvement; at least 3 years in leadership roles.

• Lean Six Sigma Green Belt or Black Belt certification is required.

• Experience applying DMAIC in contact centers or digital services — not limited to manufacturing.

• Familiarity with the COPC framework or an equivalent contact center management methodology.

• Proven track record of projects where diagnostics led to implemented solutions with measurable impact — rather than just reports or presentations.

• Experience coordinating cross-functional initiatives with teams that do not report directly: product, operations, BPOs, or external vendors.

• Strong proficiency in AI tools (ChatGPT, Gemini, Claude) and automation (n8n or equivalent) as part of daily work.

• Experience with customer support platforms (Intercom, Zendesk, Salesforce Service Cloud, or equivalent).

🏝️ Benefits

• A work culture grounded in trust and purpose.

• An environment open to ideas and feedback.

• Focus on real impact.