Director of Operational Implementation

UnifyCX is growing and looking for a proven Director of Operational Implementation (Contract) to support our motivated and ambitious team.
What Will You Do?
This role is a fixed term contract working in Barranquilla, Colombia in person for 6 months maximum.
This position will play a critical part in ensuring smooth execution of operational strategies during a period of rapid, high-volume growth traveling to Barranquilla, Colombia to work on-site spending an extended period of time there to support the local Operations team.
Key Responsibilities
Operational Launch Leadership: Provide on-the-ground leadership and oversight for the operational launch of our Barranquilla site, ensuring readiness across facilities, staffing, technology, and processes.
Growth Enablement: Develop and implement strategies to support high-volume scale-up while maintaining quality, efficiency, and client satisfaction.
Performance Management: Track operational KPIs, identifying gaps and implementing corrective actions to drive performance excellence.
Cross-Functional Collaboration: Partner with Talent Acquisition, Training, Workforce Management, Quality, and Client Success teams to align resources with business objectives.
Client & Stakeholder Engagement: Represent the operations function with key stakeholders and clients, providing confidence in delivery capability and growth readiness.
Change Management: Lead operational change initiatives, ensuring teams are aligned, prepared, and equipped to deliver.
Travel & Support: Spend extended periods onsite in Barranquilla to provide hands-on leadership during the launch and stabilization phase.
Who are you?
The ideal candidate is a bilingual (English/Spanish) leader with deep experience in the Telco sector, passionate about building scalable operations, and adept at leading teams in dynamic, fast-growing environments.
Required Experience & Skills
A proven Operations Leader with at least 10+ years of BPO/Call Center experience, including 5+ years in a Director or equivalent leadership role.
Background in Telecommunications (Telco) operations strongly preferred.
Fully bilingual in English and Spanish (written and verbal).
Experienced in site launches, transitions, and high-volume scaling within the BPO industry.
Strong understanding of workforce management, quality, training, and client-facing operations.
A strategic yet hands-on leader able to balance high-level planning with tactical execution.
US-based, with the ability and willingness to travel frequently to Barranquilla, Colombia.
Exceptional interpersonal, stakeholder management, and communication skills.
Reports to: VP, Operations - LATAM
Who We Are
UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman CX through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like recruitment AI, agent study buddy, voice of the customer (VoC), and automatic QA. Our engagement model prioritizes measurable results, like CES and retention, over outdated SLAs. With a focus on automation, talent enablement, strategic partnerships, and strict data protection, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.
UnifyCX is a certified minority-owned business and an EOE employer that welcomes diversity.
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