Director of Service

At Prometeo Talent , our mission is to connect exceptional talent with innovative industry leaders. Today, we’re partnering with our client — a U.S.-based company in an accelerated growth phase, specialized in Customer Experience and Digital Operations , with a strong collaborative and performance-driven culture. Our Proposal Are you an experienced Service or Operations leader passionate about elevating customer experience and driving operational excellence? We’re looking for a Director of Service to lead and scale service delivery operations, enhance process efficiency, and develop high-performing teams in a fast-growing organization. This role combines strategic leadership, operational execution, and data-driven decision-making , with a focus on building the foundation for the company’s global service delivery. Key Responsibilities Execute the operational strategy and manage performance across all service areas. Lead Client Services, QA, and Billing teams (currently ~50 members, scaling to 100). Design and optimize workflows, processes, and operational playbooks. Ensure service quality and consistency by improving key CX metrics ( CSAT / NPS ). Coach and mentor supervisors and managers, promoting leadership growth and accountability. Collaborate cross-functionally with Data, Product, and Operations to identify efficiencies and continuous improvement opportunities. Requirements 10+ years in Service / Operations Management (CX, BPO, or similar industries). Proven experience leading large teams (100+ members) and multiple supervisors. Advanced English for executive communication and cross-functional collaboration. Nice to Have Experience designing playbooks , mentoring programs, or leadership development initiatives Six Sigma / Lean certifications or equivalent process-improvement background. Exposure to QA and Billing operations. Background in consumer-facing service environments . ️ About the Position 100% Remote (coverage from 8:00 AM to 6:00 PM CT, U.S.). Full-time contractor position. U.S. holidays off . Reports directly to the Global Operations Director . What’s in it for you A high-impact leadership role in a fast-scaling global project . Collaborative, agile, and people-centered culture. Real opportunities for professional growth and strategic influence . If you’re ready to lead high-performing teams and shape the future of Service Operations in a global company, we’d love to meet you.