Operations Manager

Our client is looking for an Operations Manager to lead client relationships, talent operations, and internal team performance while helping shape the next stage of their growth. They operate in the nearshore staffing and recruitment industry, connecting U.S. businesses with skilled Latin American professionals, and have expanded their hiring solutions and long-term talent support services in recent years. This is a hands-on leadership opportunity for an experienced professional in staffing, outsourcing, or HR management who enjoys making decisions, resolving complex challenges, and developing systems that support business growth. The ideal candidate understands the importance of maintaining strong client relationships while ensuring that professionals receive the guidance and support they need to succeed. They will oversee daily operations, lead and develop a team, manage escalations, and establish scalable policies and processes. Working directly with the company's founder, this individual will have meaningful decision-making authority and the opportunity to influence how the organization operates. The environment is collaborative, fast-paced, and people-focused, with an emphasis on accountability, continuous improvement, and practical solutions. Responsibilities Lead, mentor, and develop the operations team, fostering accountability, collaboration, and continuous professional growth. Oversee daily client and talent operations, making informed decisions that support service quality and business objectives. Manage sensitive client and talent escalations, resolving concerns through clear communication, sound judgment, and effective problem-solving. Partner with the Account Manager to ensure candidates presented to clients meet their expectations, qualifications, and organizational needs. Develop, implement, and maintain operational policies, HR guidelines, and standard operating procedures (SOPs). Establish consistent processes for compensation adjustment requests, contract modifications, and transitions from staffing arrangements to direct-hire placements. Identify operational inefficiencies and implement improvements that increase productivity, consistency, and scalability. Evaluate and introduce technologies, workflow automation, and AI-powered tools to streamline processes and reduce repetitive administrative tasks. Support internal HR management activities, including employee relations, performance management, professional development, and conflict resolution. Provide guidance to team members on complex client and talent situations, ensuring fair, consistent, and well-informed decisions. Collaborate with company leadership to align operational priorities with business objectives and long-term growth strategies. Maintain strong relationships with clients and placed professionals throughout ongoing staffing engagements. Balance immediate operational demands with long-term initiatives in a dynamic, growing organization. Requirements Minimum of 4 years of professional experience in staffing, recruiting, BPO, or outsourcing companies. At least 2 years of direct people management or team leadership experience. Hands-on experience in HR management or account management, preferably involving employee relations, performance management, or client-facing responsibilities. Demonstrated ability to manage client relationships, address escalations, and navigate sensitive professional situations. Strong understanding of staffing business operations, including client service, talent management, and ongoing professional support. Ability to assess candidate suitability and ensure alignment between professional qualifications and client expectations. Native or fluent Spanish proficiency and C1-level English or higher, with excellent written and verbal communication skills. Strong decision-making abilities, including gathering relevant information, evaluating alternatives, and taking accountability for outcomes. Excellent organizational, interpersonal, conflict-resolution, and analytical skills. Ability to manage multiple priorities, adapt quickly to changing circumstances, and operate effectively in a fast-paced environment. Proactive, hands-on leadership style with a strong sense of ownership and initiative. Availability to work full-time during U.S.-aligned business hours, with flexibility to address urgent operational matters. Qualifications Previous leadership experience within a staffing agency, recruitment firm, BPO, or outsourcing organization. Experience supporting U.S.-based clients or managing international business relationships is highly desirable. Knowledge of HR management practices, particularly employee relations, performance management, and talent development. Experience developing or improving HR policies, operational guidelines, and internal procedures is an advantage. Previous experience in startups, entrepreneurial organizations, or rapidly growing companies is preferred. Familiarity with applicant tracking systems (ATS), CRM platforms, or HR management software is beneficial. Exposure to workflow automation, AI-powered productivity tools, or operational optimization technologies is a plus. Ability to combine strategic thinking with direct involvement in daily operations. Strong interpersonal judgment, adaptability, and a collaborative leadership approach. Benefits Full-Time, 100% Remote: Work from anywhere in Latin America while collaborating with a team serving the U.S. market. Leadership and Ownership: Take responsibility for important operational decisions and contribute directly to the company's development. Direct Access to Leadership: Collaborate closely with the founder and participate in decisions that shape the company's direction. Career Growth: Expand leadership responsibilities and professional opportunities as the organization continues growing. Supportive Team Culture: Join a people-centered environment that values trust, constructive feedback, collaboration, and continuous learning. Opportunity to Innovate: Introduce new systems, technologies, and operational practices with the autonomy to implement meaningful improvements. U.S.-Aligned Schedule: Work during U.S. business hours, with flexibility to respond to time-sensitive operational needs.