Director of Service

At Prometeo Talent, our mission is to connect exceptional talent with innovative industry leaders.
Today, we’re partnering with our client — a U.S.-based company in an accelerated growth phase, specialized in Customer Experience and Digital Operations, with a strong collaborative and performance-driven culture.

Are you an experienced Service or Operations leader passionate about elevating customer experience and driving operational excellence?
We’re looking for a Director of Service to lead and scale service delivery operations, enhance process efficiency, and develop high-performing teams in a fast-growing organization.

This role combines strategic leadership, operational execution, and data-driven decision-making, with a focus on building the foundation for the company’s global service delivery.

• Execute the operational strategy and manage performance across all service areas.
• Lead Client Services, QA, and Billing teams (currently ~50 members, scaling to 100).
• Design and optimize workflows, processes, and operational playbooks.
• Ensure service quality and consistency by improving key CX metrics (CSAT / NPS).
• Coach and mentor supervisors and managers, promoting leadership growth and accountability.
• Collaborate cross-functionally with Data, Product, and Operations to identify efficiencies and continuous improvement opportunities.

• 10+ years in Service / Operations Management (CX, BPO, or similar industries).
• Proven experience leading large teams (100+ members) and multiple supervisors.
• Advanced English for executive communication and cross-functional collaboration.

• Experience designing playbooks, mentoring programs, or leadership development initiatives
• Six Sigma / Lean certifications or equivalent process-improvement background.
• Exposure to QA and Billing operations.
• Background in consumer-facing service environments.

• 100% Remote (coverage from 8:00 AM to 6:00 PM CT, U.S.).
•  Full-time contractor position.
• U.S. holidays off.
• Reports directly to the Global Operations Director.

• A high-impact leadership role in a fast-scaling global project.
• Collaborative, agile, and people-centered culture.
• Real opportunities for professional growth and strategic influence.

If you’re ready to lead high-performing teams and shape the future of Service Operations in a global company, we’d love to meet you.