BZ- Senior Operations Manager

Reliable Payments: Always paid on time, every time!

Paid Training: We invest in your success from the start!

Still need convincing? Here’s what our team has to say:

“I love the positive energy of my team and the constant support from our Team Lead!”

“The leadership here is so welcoming and friendly. Unlike other places where upper management feels unapproachable, at CustomerHD BPO, the bosses treat everyone with respect and kindness – the way it should be!”

“I LOVE this job because it’s the only one that accepted me as a junior college student. I can work around my school schedule. Thank you for the opportunity!”

“Working here has been such a refreshing experience in the BPO industry. It’s less stressful and offers a positive work environment. I’m really enjoying my time at CustomerHD BPO!”

Our headquarters are located in Raleigh, NC, USA, and we’ve recently expanded to Belize City! We’re not just another BPO — we’re redefining the industry by creating a culture that values our people as much as our clients.

Yes, we provide email, phone, and chat support, but what sets us apart is our commitment to you. At CustomerHD BPO, we:

Empower you to think critically and solve problems creatively.

Foster an environment that supports both your professional and personal growth.

Make work enjoyable, blending fun with meaningful contributions to your goals.

Come be part of something different. Welcome to CustomerHD BPO!

About The Job

The Operations Manager will oversee multi-client operations across customer service, and support programs, serving as the primary liaison between U.S.-based executive leadership and Belize operational teams. This role is responsible for developing and maintaining Standard Operating Procedures (SOPs), managing large-scale teams, and ensuring operational practices align with Belizean labor law and compliance requirements. The Operations Manager will participate in client-facing meetings to define, execute, and monitor SMART goals aligned with KPIs and SLAs, and collaborate with HR to manage escalations and support workforce stability. The ideal candidate will possess English fluency, strong executive communication skills, and a deep understanding of U.S. business culture.

Key Responsibilities

• Oversee multi-client operations in customer service, and support
• Serve as primary liaison between U.S. Client and Belize teams
• Develop, implement, and maintain SOPs across departments
• Manage recruitment, workforce planning, and team development
• Ensure compliance with Belizean labor law and operational standards
• Monitor and report on KPIs and SLAs to drive performance
• Manage relationships with BPO and shelter partners
• Collaborate with HR to resolve escalations and maintain workforce stability
• Participate in client meetings to define and track SMART goals

Qualifications

• 10+ years of experience in BPO operations, customer experience, sales operations, or related fields (Required)
• Operations Manager Experience in BPO
• Proven experience managing large teams (200–300+ employees)
• Near-native English fluency and strong executive communication skills
• Deep understanding of U.S. and Belizean business cultures
• Experience with SOP development, KPI/SLA management, and labor compliance
• Bachelor’s degree or related field preferred

Core Competencies

• Nearshore Operations Management
• Cross-Border U.S.–Belize Business Operations
• Workforce Management