Hi there!
We are seeking a Sr. Operations Manager to join one of our U.S. clients.
The Senior Operations Manager will lead and coordinate Contact Center/BPO and field service operations, ensuring that customer service requests are effectively managed from initial intake through service completion.
This role requires a strong understanding of how customer support teams, dispatch teams, field technicians, parts suppliers, and external service providers work together to deliver timely and reliable service.
We are seeking an experienced, hands-on leader who can independently manage operational performance, resolve complex service issues, strengthen client relationships, and improve service delivery across these functions.
Key Responsibilities
- Oversee day-to-day Contact Center/BPO operations supporting customer service, service requests, and field service coordination.
- Manage technician dispatch and scheduling, including service assignments, appointment coordination, coverage, and workload allocation.
- Track service requests and work orders from initial intake through completion, ensuring timely follow-up on pending, delayed, or unresolved cases.
- Coordinate parts ordering and delivery with suppliers, warehouses, logistics partners, and service providers to support timely service completion.
- Manage service providers, authorized service centers, and technician networks, including service quality, responsiveness, coverage, and performance.
- Ensure effective coordination between contact center teams and field service teams, with clear ownership and accurate status updates throughout the service process.
- Monitor operational KPIs and service-level agreements, including service turnaround time, appointment adherence, first-time fix rate, repeat visits, backlog, and customer satisfaction.
- Resolve escalated issues involving delayed repairs, missed appointments, parts availability, and service provider performance.
- Serve as a key client contact and lead operational meetings, performance reviews, and follow-up on agreed action items.
- Lead and develop operational teams, establish procedures, and implement improvements to service quality, productivity, and efficiency.
- Prepare operational reports and business-review presentations, identifying performance gaps and recommending corrective actions.
- Support the implementation and stabilization of new service programs, workflows, and operational systems.
Requirements
- Preferably 15+ years of relevant experience in Contact Center/BPO, customer service, field service, after-sales service, or related operations.
- Substantial leadership experience managing operational teams, client relationships, and service delivery.
- Experience in Contact Center/BPO operations, together with direct responsibility for physical field service activities.
- Demonstrated experience in technician dispatch, service tracking, parts delivery coordination, and service provider management.
- Experience managing third-party service providers or distributed technician networks.
- Strong understanding of operational KPIs, service-level agreements, quality management, and performance improvement.
- Ability to analyze operational data, identify root causes, and implement practical solutions.
- Strong communication, organizational, stakeholder management, and problem-solving skills.
- Familiarity with CRM, ticketing, work order, or field service management systems.
- Proficiency in Microsoft Excel and PowerPoint.
- English Proficiency.
-Experience in home appliances, consumer electronics, equipment repair and maintenance, or similar industries involving on-site service and parts logistics would be particularly relevant.
Benefits
Work for a US company!
• Competitive Compensation package.
• All additional benefits by Dominican Law (13th Salary, PTO, etc.)
• Complementary Health Insurance.