Operations Manager

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 Mexico, 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.

Originally posted on Himalayas