VP of Global Operations & Client Onboarding

As the VP of Global Operations & Client Onboarding , you will serve as the executive operational leader responsible for the execution of our global operational vision. You will bridge high-touch technical client onboarding with high-volume contact center operations. This role reports directly to the Sr VP Global Operations, who is based in the US. Managing a highly regulated, complex data environment, you will drive operational efficiencies, accelerate client Time-to-Value (TTV), uphold rigorous SLAs, ensure data reliability, and build an environment that delivers an exceptional customer experience. What You'll Do Front-Line Operational Delivery: Support direct end-to-end operational delivery across assigned departmental service lines, ensuring tasks are completed accurately and on schedule. Quality & Predictability : Monitor day-to-day team performance with an eye on task accuracy, cycle-time speed, and output predictability across all service queues. Direct Team Supervision: Lead daily huddles, assign work tickets, and manage real-time queue performance for front-line onboarding and contact center staff. Real-Time SLA & Queue Monitoring: Monitor active call/chat queues and implementation pipelines, stepping in to reallocate resources to meet response and resolution targets. Quality Assurance & Coaching: Conduct quality checks on communications and technical setups, providing actionable feedback and coaching to team members. Process Adherence : Ensure the team consistently follows established operating procedures, security guidelines, and data governance standards. Cross-Shift/Team Coordination: Coordinate with peers and US team leads to hand off escalated client cases and maintain smooth operational continuity. Team Engagement: Foster a positive, productive team environment through active support, conflict resolution, and performance recognition. What Experience You Need Front-Line Leadership : 7+ years of experience managing customer support, or technical onboarding environment. Education: Associate’s or Bachelor’s degree in Business, Systems, or a related field. (must) Technical & Queue Familiarity: Practical experience working with CRM/ticketing (Salesforce) platforms, telephony software, and data management systems. Coaching & Quality Control: Demonstrated ability to perform QA reviews, mentor teams, and deliver constructive performance feedback. Problem-Solving Skills : Strong capability to troubleshoot live client escalations and resolve technical or procedural roadblocks quickly. Communication Skills: Excellent verbal and written communication skills in both English and Spanish to interact effectively with US counterparts and local teams. AI & Automation Implementation: Proven experience identifying and implementing AI-driven automation solutions to optimize workflows within a large-scale customer support or client implementation organization. Primary Location: CRI-Heredia Function: Function - Fulfillment / Operations Schedule: Full time