Operations Director

Operations Director

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
• Day-to-Day Operations Management
• Strategic Execution & CEO Partnership
• Performance, Reporting & Business Insights
• Commercial, Client & Cross-Functional Effectiveness
• Financial & Resource Optimization

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.