Important Information
- Location: Costa Rica
- Work Mode: Hybrid
Responsibilities and Duties
- Ensure effective day-to-day delivery operations and operational continuity across all on-site teams, including implementation, support, customer success, and related functions.
- Serve as the local point of contact for external stakeholders during site visits, audits, and escalations, maintaining close coordination with global teams to proactively manage risks and resolve issues.
- Provide visible on-site leadership presence Monday through Thursday, reinforcing accountability, culture, engagement, and acting as an escalation point for employee concerns not captured through remote channels.
- Drive operational excellence and governance by ensuring compliance with internal processes, client policies, information security standards, local regulations, and continuous improvement initiatives.
Qualifications and Skills
- Advanced English proficiency (spoken and written), with the ability to confidently engage senior client stakeholders, lead discussions, and deliver executive-level reporting.
- Proven leadership experience owning delivery operations and site performance within IT services, support, or managed services environments.
- Demonstrated capability to act as the on-site owner of delivery execution, accountability, and operational outcomes for a strategic client account.
- Strong background managing multi-role teams, including support, customer success, implementation, or similar client-facing functions.
- Experience operating in client-facing roles with high visibility, managing escalations, audits, and stakeholder expectations with professionalism and confidence.
- Ability to drive operational discipline, delivery metrics, onboarding execution, and ramp-up plans in alignment with committed timelines and service levels.
- Established experience partnering with HR, Talent Acquisition, IT, and global delivery leaders to strengthen employee experience, engagement, and retention.
- Strong leadership presence with sound judgment, decision-making authority, and the ability to influence without direct control.
- Experience working in hybrid or on-site delivery models, with demonstrated commitment to visible, consistent on-site leadership.
- Understanding of governance, compliance, information security standards, and operational best practices in regulated or client-audited environments.
