Get AI-powered advice on this job and more exclusive features. We are seeking a highly experienced and strategic Operations Director – Americas to lead and evolve our shared services delivery model across the region, covering 13 countries. This role is critical for driving operational excellence, service integration, process migration, and client satisfaction, with a strong focus on performance, efficiency, and cost optimization. The ideal candidate brings extensive experience in operations management, with proven capabilities in shared services, process implementation, engineering, and service transformation. Experience operating in both LATAM and North America (including Canada) is essential. Responsibilities - Lead regional shared services operations, managing 7 direct reports and overseeing service delivery across 13 countries. - Drive the standardization and integration of services across the region, aligned with global strategies and operating models. - Oversee the end-to-end migration and implementation of processes, ensuring seamless transitions and business continuity. - Ensure best-in-class performance in service delivery, including case management, voice and back-office operations, and client success. - Act as a key partner for regional business leaders, country directors, and other stakeholders to ensure alignment and satisfaction. - Monitor, analyze, and drive improvements in operational KPIs, SLAs, and performance dashboards. - Identify and proactively manage operational and compliance risks, ensuring adherence to standards and policies. - Champion process engineering and optimization initiatives, incorporating Lean, Six Sigma, and automation where applicable. - Lead budget and financial oversight for the region, implementing cost efficiency strategies and data-driven decision making. - Collaborate with global operations teams to ensure alignment on tools, governance, reporting, and service performance. - Build and sustain a high-performance culture, including coaching, development, and leadership of the regional team. Requirements - Experience in shared services, operations, or service delivery, with 5+ years in a regional leadership role across LATAM and North America. - Bachelor’s degree in business administration, Industrial Engineering, Operations, or related field. - Proven ability to lead and scale operations in hub-and-spoke models, with regional teams and multi-country coverage. - Strong track record in process implementation, service migrations, and performance optimization. - Experience in managing case management systems, voice/back-office support, and complex service operations. - Deep expertise in tracking and managing KPIs, SLAs, and applying root cause analysis for continuous improvement. - Comfortable engaging and influencing executive leadership and cross-functional stakeholders across regions. - Familiarity with shared services tools and platforms (e.g., Service Now, automation tools) and process improvement methodologies (Lean, Six Sigma). - Fluent English (C1 level) required; Portuguese is a strong plus. Seniority level Director Employment type Full-time Job function Business Development, Project Management, and Strategy/Planning Industries Outsourcing and Offshoring Consulting and Human Resources Services #J-18808-Ljbffr