# Operations Manager

> NeoWork · Colombia (Remote) · Full-time · Posted 2026-09-10

**Workplace:** remote

**Department:** NeoWork

## Description

NeoWork is a premium nearshoring and offshoring partner that builds and manages high-performance dedicated teams for North American clients. We specialize in providing the operational backbone for fast-growing companies, ensuring that their critical processes—from lead intake to client delivery—are handled with precision and speed. We are currently seeking an **Operations Manager** to lead a mission-critical intake team for one of our key legal and healthcare partners.

As an **Operations Manager (Client Delivery)**, you are the primary operational owner for a dedicated intake team. In our nearshoring model, you serve as the vital bridge between NeoWork’s delivery team in Latin America/the Philippines and the client’s leadership in the United States. You are responsible for the overall performance, quality assurance, and execution of the account.

This is a **high-accountability role**. You will spend your day managing real-time call volumes, auditing intake files for accuracy before they reach the client, and using Advanced Excel to analyze performance trends. You are responsible for ensuring your team hits "lightning-fast" response times (Target: within minutes) while maintaining the meticulous quality standards our clients expect from a premium offshore partner.  

**Key Responsibilities:**

-   Client Liaison & Delivery: Act as the main point of contact for the client’s leadership. You own the daily operational relationship and ensure NeoWork’s delivery aligns perfectly with the client's strategic goals.
-   SLA & Performance Oversight: Manage a high-volume intake floor. You must ensure 100% compliance with strict responsiveness targets and rapid lead follow-up.
-   QA & Audit Framework: Design and manage the QA systems. You will personally review completed intakes to identify gaps and resolve errors before they reach the client’s legal or processing teams.
-   Analytical Reporting: You will live in Excel. You’ll track KPIs like call volume, conversion rates, and agent efficiency, transforming raw data into sophisticated dashboards for client stakeholders.
-   Team & System Administration: Oversee the team’s use of CRM platforms, dialers, and VDI client systems. You manage the scheduling, attendance, and continuous coaching of your dedicated unit.
-   Process Optimization: Constantly "stress-test" the current workflow to identify bottlenecks and scale operations as the client account grows.

## Requirements

-   **Experience:** 4–7+ years in Operations, Call Center Management, or Intake Management.
-   **Leadership:** Proven experience leading high-performance teams in a high-volume, performance-driven environment.
-   **Technical Mastery:** **Advanced Excel skills are mandatory.** You must be able to build reports, use pivot tables/formulas, and create dashboards. Proficiency with CRM and Telephony tools is required.
-   **Client Management:** Strong stakeholder management skills; you must be able to confidently present performance data and strategy to US-based client leadership in English.
-   **Background (Preferred):** Specific experience in **Legal, Healthcare, or Sales-driven intake** is a significant advantage.
-   **Mindset:** A high-ownership "operator" mentality with meticulous attention to detail. You are someone who catches the errors that everyone else misses.
-   **Tools:** Experience working with VDI (Virtual Desktop Infrastructure) and various Dialer/CRM systems.

**Success Metrics (KPIs)**

-   **SLA Adherence:** Consistently hitting the "minutes-to-respond" target for all inbound leads.
-   **QA Accuracy:** Reducing the error rate of files sent to the client to <2%.
-   **Funnel Optimization:** Identifying and implementing at least two workflow improvements that increase the lead-to-intake conversion rate.
-   **Reporting:** Delivery of a weekly automated performance dashboard that provides the client with clear visibility into team ROI.

## Benefits

-   We offer health insurance for contractors
-   Holiday Extra Pay
-   The work hours generally align with standard business hours in the US, with some potential flexibility depending on the client's needs.
-   This is a 100% home-based position
-   We prioritize the mental health of our team members and offer mental health days to support their well-being.
-   In addition to the base salary, performance-based incentives are provided.
-   There is an annual review and appraisal process in place.
-   There are ample opportunities for professional growth and advancement within the company.

## Apply

[Apply at NeoWork](https://apply.workable.com/neowork/j/C7DB723A52/apply)

---
Powered by [Workable](https://www.workable.com)