Director - Strategy and Operations (Miami, FL)

Director - Strategy and Operations (Miami, FL)

About Horatio:

Horatio is a leading provider of business process outsourcing (BPO) services and next-generation customer experiences to fast-growing technology companies. The employee experience is, at its core, what makes Horatio… Horatio. We’re lucky to work with mission-driven clients, and we share in their passion. 

Horatio was founded in 2019 and maintains offices in the Dominican Republic, Colombia, and Miami. Today, we serve over 100 customers across sectors like social media, e-commerce, Fintech, and HealthTech, helping them represent, protect, and grow their brands through cost-effective omnichannel support solutions.

Horatio has been recognized for its outstanding achievements and commitment to excellence in business process outsourcing. Most recently, in 2023, Horatio ranked No. 107 on Inc. Magazine's prestigious Inc. 5000 list, highlighting our rapid growth and solidifying our reputation as a leader in the industry. We know our people are our greatest asset. That’s why we offer every opportunity to grow personally and professionally. 

Who We're Looking For:

We are looking for a Manager/Senior Manager of Strategy and Operations who embodies exceptional leadership, strategic acumen, and a passion for delivering unparalleled value to our clientele. As a pivotal member of our team, you'll take a leading role in driving critical partnerships, cultivating operational excellence, and fostering a culture of high performance to exceed customer expectations. You’ll own and operate various workflows that support our primary clients, and you’ll be tasked with running projects from ideation to completion that push progress on the company’s highest priority goals.

What You'll Be Doing:

Client Relationship Management:

• Report directly to the COO, overseeing our top 5-10 accounts and nurturing key client relationships.
• Proactively engage with clients to understand their evolving needs, address challenges, and deliver tailored solutions.
• Collaborate with internal teams to align service delivery with client objectives and ensure maximum satisfaction.

Strategic Planning:

• Partner with the executive team to develop and execute strategic initiatives aligned with client and company goals.
• Identify growth opportunities, optimize operational processes, and drive continuous improvement efforts.

Operational Excellence:

• Oversee all operational aspects of client engagements, ensuring seamless service delivery and adherence to quality standards.
• Drive cross-functional collaboration to streamline processes, enhance efficiency, and drive operational excellence.
• Establish and maintain robust quality assurance measures to consistently meet and exceed client expectations.
• Conduct regular service reviews, performance assessments, and implement corrective actions as necessary.
• Serve as a primary point of contact for issue resolution, liaising with internal teams to address challenges promptly and implement preventive measures.

Team Leadership:

• Lead, mentor, and inspire a high-performing client services team, fostering a culture of excellence, accountability, and continuous improvement.
• Provide ongoing support, guidance, and professional development opportunities to team members.

Key Requirements:

• 2-3 years of experience in consulting / investment banking or related experience, demonstrating expertise in client relationship management and service delivery.
• Exceptional communication, negotiation, and problem-solving skills, coupled with the ability to thrive in a fast-paced, client-centric environment. 
• Highly data-driven and analytical. Can drive complex analyses and translate into key actionable insights and action 
• Strategic and tactical; can easily move between the big picture and on the ground execution. 
• Proficiency in process improvement, project management, and advanced analytics tools such as Excel, Salesforce CRM, Salesforce ServiceCloud, and Quantitative Modelling.
• Previous experience in BPO is advantageous.
• Willingness to travel (25-50%) to visit clients and operational sites.
• Bachelor’s degree or above in a relevant field.

In this role, you'll be expected to work out of our Miami office. We believe in fostering connections and celebrating achievements through occasional in-person gatherings. Join us in shaping the future of customer experiences at Horatio!