Operations Manager

Are you great at motivating and leading a strong team of specialists? Can you help to ensure the continuous development of digital cross-channel marketing for global clients? Do you want an exciting management position in a dynamic and international working environment? Then you just might be the new Operations Manager we are looking for in our San José office!

Please note, this is a permanent, full-time and hybrid opportunity (2-3 days on site per week) based out of our Avenida Escazu offices in San José, Costa Rica

What will your day look like?

In the role of Operations Manager, you will be responsible for the smooth running of our daily operations and the implementation of client services. Ensuring the continuous development of staff and services, you will take part in several strategic actions and process optimisations.

More specifically, your tasks include:

• Overseeing the team's daily operation and workload distribution.
• Manage quality control processes and monitor KPIs.
• Review resource allocation and team member capacities.
• Ensuring compliance with Service Level Agreements such as quality assurance and time to market activity. 
• Review client status' feedback and needs.
• Lead people management efforts including participating in recruitment processes as well as continued staff development.
• Communicating with cross-functional teams and assessing performance.
• Conducting interviews and onboarding activities.
• Reviewing PTO requests and assessing team gaps.
• Encouraging staff to continuously update their skills set and participating in ongoing training / certification opportunities.
• Supporting the Local Operations Director and Regional / Global Operations Directors with local strategic initiative execution.
• Monthly reporting on progress and development for clients as well as internal stakeholders.
• Providing insight into project progression, forecasting and budgeting measures and client development opportunities. 

Who are you going to work with?

You will lead and motivate a strong team of specialists in San José, playing a pivotal role in their continuous development and the smooth running of daily operations. Beyond your direct reports, you'll collaborate closely with Local, Regional, and Global Operations Directors, and engage with diverse cross-functional teams across VML MAP's world-leading Centre of Excellence.

What will you bring to the table?

As a person, you are curious, proactive, and energetic, enabling you to lead and motivate others. You are great at spotting new opportunities, and you act fast while being able to constantly balance between taking charge and making room for others.

Further, we expect that your have:

• 3-5 years of proven ability to establish and maintain strong client relationships.
• 3-5 years of experience with people and performance management as well as resourcing and recruitment processes.
• Experience with digital production or marketing, commercialization of services or process optimization.
• Strong ability to collaborate with various stakeholders.
• Proven project management skills.
• Excellent communication in English is a must.

A leader in personalized customer experiences

MAP is a world-leading Centre of Excellence that helps businesses humanize the relationship between the brand and the customer through hyper personalization at scale, marketing automation and CRM. With the brain of a consultancy, the heart of an agency and the power of technology and data, we work with some of the world's most admired brands to help them on their transformation journey to becoming truly customer-centric. Together, we are 1000 + technology specialists, data scientists, strategic thinkers, consultants, operations experts, and creative minds from 55+ nationalities.

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