Get AI-powered advice on this job and more exclusivefeatures. We are seeking a highly experienced and strategicOperations Director – Americas to lead and evolve our sharedservices delivery model across the region, covering 13 countries.This role is critical for driving operational excellence, serviceintegration, process migration, and client satisfaction, with astrong focus on performance, efficiency, and cost optimization. Theideal candidate brings extensive experience in operationsmanagement, with proven capabilities in shared services, processimplementation, engineering, and service transformation. Experienceoperating in both LATAM and North America (including Canada) isessential. Responsibilities - Lead regional shared servicesoperations, managing 7 direct reports and overseeing servicedelivery across 13 countries. - Drive the standardization andintegration of services across the region, aligned with globalstrategies and operating models. - Oversee the end-to-end migrationand implementation of processes, ensuring seamless transitions andbusiness continuity. - Ensure best-in-class performance in servicedelivery, including case management, voice and back-officeoperations, and client success. - Act as a key partner for regionalbusiness leaders, country directors, and other stakeholders toensure alignment and satisfaction. - Monitor, analyze, and driveimprovements in operational KPIs, SLAs, and performance dashboards.- Identify and proactively manage operational and compliance risks,ensuring adherence to standards and policies. - Champion processengineering and optimization initiatives, incorporating Lean, SixSigma, and automation where applicable. - Lead budget and financialoversight for the region, implementing cost efficiency strategiesand data-driven decision making. - Collaborate with globaloperations teams to ensure alignment on tools, governance,reporting, and service performance. - Build and sustain ahigh-performance culture, including coaching, development, andleadership of the regional team. Requirements - Experience inshared services, operations, or service delivery, with 5+ years ina regional leadership role across LATAM and North America. -Bachelor’s degree in business administration, IndustrialEngineering, Operations, or related field. - Proven ability to leadand scale operations in hub-and-spoke models, with regional teamsand multi-country coverage. - Strong track record in processimplementation, service migrations, and performance optimization. -Experience in managing case management systems, voice/back-officesupport, and complex service operations. - Deep expertise intracking and managing KPIs, SLAs, and applying root cause analysisfor continuous improvement. - Comfortable engaging and influencingexecutive leadership and cross-functional stakeholders acrossregions. - Familiarity with shared services tools and platforms(e.g., ServiceNow, automation tools) and process improvementmethodologies (Lean, Six Sigma). - Fluent English (C1 level)required; Portuguese is a strong plus. Seniority level DirectorEmployment type Full-time Job function Business Development,Project Management, and Strategy/Planning Industries Outsourcingand Offshoring Consulting and Human Resources Services#J-18808-Ljbffr