Join to apply for the Head of Operations role at Hire With Near Join to apply for the Head of Operations role at Hire With Near Get AI-powered advice on this job and more exclusive features. At Near, we help top talent in Latin America find remote roles with US companies. Our mission is to create better lives by fostering a remote work culture that transcends borders. About the Role The Director of Operations & Customer Service will serve as a strategic and hands-on leader overseeing a cross-functional team of 10+ people. You’ll be responsible for implementing scalable systems, optimizing day-to-day operations, improving customer satisfaction, and ensuring seamless coordination between customer service, logistics, and international vendors. This is a remote role based in Latin America. Availability to work in a U.S. time zone (preferably EST) is required. Key Responsibilities Lead, coach, and scale a high-performing Operations & Customer Service team (~10 people). Establish clear KPIs, performance benchmarks, and accountability frameworks. Foster a culture of ownership, urgency, and service excellence. Operational Excellence Design and implement SOPs to improve internal workflows and service quality. Oversee daily operations, including order processing, returns, and escalations. Drive cost efficiency and optimize budgets across the department. Customer Experience Ensure timely, high-quality resolution of customer issues across channels. Monitor satisfaction metrics (e.g., CSAT, response time, resolution rate) and implement improvement initiatives. Promote a customer-first culture throughout the operations function. Tools, Systems & Data Leverage CRM, help desk platforms, and automation tools to improve efficiency and visibility. Use data to analyze regional trends, identify bottlenecks, and proactively close service gaps. Collaborate with tech and logistics partners to streamline supply chain and delivery processes. Skills & Qualifications 8–10+ years of experience in operations, customer service, or general management roles. Proven experience leading large teams and driving operational improvements. Background in retail, e-commerce, or fashion strongly preferred. Experience working with U.S.-based companies and an understanding of U.S. consumer expectations. Strong business acumen, tech-savviness, and familiarity with CRMs and support platforms. Excellent English communication skills (written and verbal). Mindset & Work Ethic Strategic thinker with a hands-on, roll-up-your-sleeves attitude. Data-driven decision-maker who values results over routine. Empathetic leader who can balance team development with accountability. Comfortable working in a fast-paced, entrepreneurial environment. Perks – What’s in It for You? High-impact leadership role in a scaling fashion brand. Remote-first culture with collaborative, global teammates. Opportunity to define and optimize operations from the ground up. Competitive compensation in USD ($4,000–$5,000/month). Seniority level Seniority level Director Employment type Employment type Full-time Job function Job function Consulting Industries Staffing and Recruiting Referrals increase your chances of interviewing at Hire With Near by 2x Get notified about new Head of Operations jobs in Colombia . Bogota, D.C., Capital District, Colombia 2 days ago Bogota, D.C., Capital District, Colombia 12 hours ago Bogota, D.C., Capital District, Colombia 4 months ago Information Security Manager (Technology Risk Officer) Regulatory Affairs & Entity Corporate Governance Specialist for US, Canada & Caribbean Bogota, D.C., Capital District, Colombia 1 month ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr