Operations Director

ABOUT US Contáctica is the leading Martech Creative Agency in Puerto Rico, a strong challenger in Latin America, and a dynamic catalyst for growth in the U.S. mainland. For over 20 years we have challenged the status quo and accelerated the evolution of visionary companies and their teams by delivering pioneering knowledge, transformative Martech Solutions, and full-spectrum Marketing Agency Services. With headquarters in Puerto Rico and Colombia, and a closely integrated team working from across ten countries, we are uniquely positioned to serve key industries such as Banking, Insurance, and Consumer Packaged Goods (CPGs), tackling the most complex brand, product, and business challenges of today and tomorrow. In 2025, as we enter a new era of Hyper-Evolution, we are passionately committed to drive growth and innovation by leveraging the Power of Humanity + Artificial Intelligence, maintaining our unwavering commitment to exceptional business outcomes through Strategic Thinking, Creativity, Deep Client Insight, and Cutting-Edge Technologies. If you're driven by the same convictions—and eager to take them further—we invite you to review this role and consider joining us. JOB DESCRIPTION We are looking for a seasoned, high-impact Operations Director to design, strengthen, and scale the operating model of Contáctica. This is not only an execution role, but a business leadership role at the center of how the company grows, delivers, and performs. As a close partner to the CEO, the Operations Director will help translate strategy into action while also serving as a trusted advisor on operational health, business performance, structural gaps, and scaling priorities. This leader will oversee the design, improvement, and governance of the company’s operational frameworks, ensuring they are efficient, scalable, and aligned with both business objectives and client expectations. We are looking for someone who brings exposure to multiple operating models and best practices, ideally from Martech, technology, SaaS, consulting, or other high-growth service environments—not only traditional marketing agencies. This person should be able to identify what the business needs, adapt proven frameworks intelligently, and build the right structure for Contáctica’s stage of growth. A core part of the role is leading the day-to-day operational engine of the business: managing capacity, balancing workloads, improving resource allocation, monitoring delivery risks, strengthening accountability, and enabling consistent, high‑quality execution across teams. You will work cross‑functionally with Sales, Client Services, Creative, Media, Strategy, Technology, and Finance to ensure the company operates with greater clarity, speed, discipline, and alignment. This role also requires strong business and financial acumen. The Operations Director must be able to analyze numbers rigorously, question assumptions constructively, identify patterns and inefficiencies, and turn operational and financial data into better decisions. You will help strengthen visibility across performance, profitability, utilization, forecasting, and delivery performance, while giving the CEO and leadership team sharper insight into how the business is really operating. Additionally, you will help connect operations to growth by understanding how sales, client needs, solution design, delivery feasibility, technology enablement, and financial performance interact. You should be comfortable acting as a thought partner in decisions that affect not only internal efficiency, but also scalability, client experience, and long‑term business health. Ultimately, this role requires a leader who thrives in complexity, combines strategic thinking with execution discipline, and can build the operational backbone Contáctica needs to scale intelligently and sustainably. The ideal candidate is not just a strong operator, but a broad business thinker who can challenge, advise, and help shape the next stage of the company’s growth. KEY RESPONSIBILITIES Operational Excellence & Process Optimization Design, improve, and standardize cross-functional operating processes to ensure structure, efficiency, scalability, and consistency across the organization. Build and strengthen operational systems, frameworks, and governance mechanisms that increase predictability, quality, accountability, and execution discipline. Bring best practices and adaptable operating models from Martech, technology, SaaS, consulting, and other high‑growth service environments. Integrate Martech, AI, automation, and workflow tools into day‑to‑day operations to improve productivity, visibility, speed, and accuracy. Promote a culture of continuous improvement by identifying structural inefficiencies and implementing practical, scalable solutions. Day-to-Day Operations Management Lead the company’s day-to-day operational engine, including capacity planning, workload balancing, resource allocation, and delivery coordination across teams. Monitor operational and delivery risks proactively, identify bottlenecks early, and drive fast, effective resolution across stakeholders. Ensure strong coordination and seamless collaboration between Sales, Client Services, Creative, Media, Strategy, Technology, and Finance. Improve operational clarity and discipline across handoffs, planning routines, prioritization, and execution follow‑through. Support the organization in operating with greater speed, alignment, responsiveness, and consistency. Strategic Execution & CEO Partnership Act as a trusted thought partner to the CEO on operational health, business performance, structural gaps, and scaling priorities. Translate strategic priorities into clear operational action plans, decision frameworks, and execution rhythms. Help leadership evaluate trade‑offs, challenge assumptions constructively, and identify opportunities to improve how the business operates and grows. Support the CEO in operational prioritization, business acceleration, and the execution of high‑impact company initiatives. Contribute business judgment, operational perspective, and practical recommendations that strengthen decision‑making at the leadership level. Performance, Reporting & Business Insights Build and oversee operational dashboards, reporting frameworks, and management routines that increase visibility across the business. Track and analyze key indicators such as capacity, utilization, profitability, delivery performance, forecasting accuracy, timelines, and service quality. Translate operational and financial data into actionable insights that support better strategic and business decisions. Identify patterns, risks, inefficiencies, and improvement opportunities through rigorous analysis of operational and business performance. Strengthen predictability, transparency, and accountability across all major areas of the company. Commercial, Client & Cross‑Functional Effectiveness Develop a strong understanding of how sales, client needs, solution design, technology enablement, and delivery execution connect to business performance. Partner with commercial and client‑facing leaders to improve scoping quality, handoffs, delivery feasibility, and client experience. Ensure operational systems support not only efficient execution, but also business development, retention, and scalable growth. Safeguard an exceptional client experience through quality standards, operational consistency, and disciplined execution. Support teams in ensuring deliverables meet agreed scope, timing, quality, and business expectations. Financial & Resource Optimization Oversee workforce planning, resource costs, and operational decisions that impact margins, profitability, and long‑term financial health. Analyze financial and operational performance with rigor, questioning assumptions and validating whether the business is operating effectively. Identify resource inefficiencies, profitability risks, and structural issues that affect growth, delivery quality, or financial performance. Support leadership with stronger visibility into staffing models, utilization, revenue support, and operational sustainability. Help ensure that operational decisions are grounded in sound business logic, financial discipline, and growth readiness. QUALIFICATIONS 8–12 years of experience in Operations, Business Operations, PMO, Delivery Management, Revenue Operations, or similar cross‑functional leadership roles. Strong preference for experience in Martech, technology, SaaS, consulting, digital product, or other high‑growth service organizations; experience beyond traditional marketing or creative agencies is highly valued. Proven track record leading operational transformation, process design, cross‑functional execution, and business scaling initiatives. Experience working with more than one operating framework, methodology, or management model, with the ability to adapt and apply what best fits the business. Strong understanding of how operations connect with sales, client service, technology, finance, and delivery in a growth‑focused business. Strong analytical and financial acumen, with experience interpreting KPIs, dashboards, forecasting, profitability metrics, utilization, and operational performance data. Ability to question constructively, identify patterns and risks, and turn data into practical recommendations and smarter decisions. Experience serving as a strategic advisor or close business partner to senior leadership and/or CEO‑level stakeholders. Strong experience in capacity planning, workflow optimization, delivery risk management, prioritization, and operational governance. Proficiency with ERPs, CRMs, project management platforms, BI/reporting tools such as Power BI or Looker Studio, and process automation solutions. Exceptional leadership, communication, influence, and problem‑solving skills. Ability to operate effectively in fast‑paced, ambiguous, and evolving environments. Fully bilingual in English and Spanish (required). LOCATION AND WORK ENVIRONMENT This position offers the flexibility to work mostly remotely, allowing you to connect with our teams and clients from anywhere in North or Latin America. While you can be based anywhere in the Americas, we have a strong preference for candidates located in Puerto Rico, Colombia or Mexico due to strategic alignment with our core operational regions as well as in person collaboration with the CEO. This setup is designed to foster a dynamic and flexible work environment while maintaining close collaboration with our teams across our major hubs. Periodic travel will be required to engage directly with teams and clients, ensuring you have the opportunity to strengthen relationships and foster teamwork. Additionally, regular team get‑togethers and strategic off‑site meetings are part of our culture to promote synergy, brainstorming, and alignment with our company's vision and goals. We are Contáctica, a technology and creativity company tackling the most complex brand, product, and business challenges of today and tomorrow while serving key industries such as banking, insurance, and consumer packaged goods (CPGs). #J-18808-Ljbffr Contactica