Operations Manager
NeoWork · Remote
NeoWork is hiring Operations Managers to lead dedicated client teams and own day-to-day delivery. You will be the bridge between NeoWork's teams and our clients' U.S. leadership, responsible for performance, quality, and growth of the account.
NeoWork is a global staffing and operations partner that builds dedicated remote teams for fast-growing U.S. companies. Our teammates work directly inside our clients' teams and tools, while NeoWork takes care of recruiting, HR, benefits, and ongoing support.
Key Responsibilities
- Own day-to-day operations and performance for a dedicated client team
- Act as the main operational point of contact for the client's leadership
- Track KPIs and SLAs and turn data into clear reports and dashboards
- Design and manage QA processes, coaching, and performance improvement plans
- Manage scheduling, attendance, and staffing to meet demand
- Identify bottlenecks and implement process improvements as the account scales
Requirements
- 4+ years of experience in operations, call center, or team management
- Proven experience leading teams in a performance-driven environment
- Advanced Excel or Google Sheets skills (pivot tables, formulas, dashboards)
- Excellent spoken and written English, confident presenting to U.S. stakeholders
- Experience with CRM, ticketing, and telephony tools
- Strong ownership mindset and attention to detail
- Based in Colombia, with a reliable home office setup and stable internet connection
Nice to Have
- Experience in a BPO or outsourcing environment
- Experience in healthcare, legal, or sales operations
Benefits
- We offer health insurance for contractors
- Holiday Extra Pay
- The work hours generally align with standard business hours in the US, with some potential flexibility depending on the client's needs.
- This is a 100% home-based position
- We prioritize the mental health of our team members and offer mental health days to support their well-being.
- In addition to the base salary, performance-based incentives are provided.
- There is an annual review and appraisal process in place.
- There are ample opportunities for professional growth and advancement within the company.