Program Director, Global Services Operations

Repairify

5d • Remote

About The Position

The Program Director, Global Service Operations Center of Excellence (Mexico) owns the performance, scalability, and integration of Repairify’s global service delivery engine, anchored in Mexico. This role serves as the connective layer between strategy and execution—aligning onshore leadership with offshore delivery teams to drive consistent, measurable outcomes across technician services and support functions. This is not a coordination role; instead, this role owns how the system runs.

Requirements

• Bachelor's Degree
• 7+ years of experience in related field
• Experience leading complex service operations (BPO, tech-enabled services)
• Strong operator mindset with cross-functional leadership
• Expertise in workforce planning and service economics
• Experience managing onshore/offshore models
• Data-driven with execution focus

Nice To Haves

• Possess clear, realtime visibility into operational performance
• Ability to improve CX outcomes tied to operational changes
• Disciplined capacity planning
• Drive seamless coordination between onshore and offshore teams
• Ability to build scalable operating model supporting growth

Responsibilities

• Operational Performance & Accountability Drive performance across Mexico-based service delivery operations Hold local leaders accountable to KPIs Partner with Mexico operations leadership
• Global Integration Act as integrator between U.S. and Mexico teams Align priorities and workflows Eliminate friction and unify operating model
• Systems & Instrumentation Define measurement frameworks Ensure visibility into productivity, utilization, cost, CX
• Customer Experience Ensure CX programs are effective Translate feedback into improvements
• Productivity & Cost Management Establish benchmarks Own capacity planning and cost optimization
• Forecasting & Planning Lead demand forecasting Align staffing plans to demand
• BPO / Shared Services Oversight Oversee alignment of BPO/shared services functions (FP&A, data, and HR) FP&A;, data engineering, and HR alignment with operations
• Other Duties: Please note this job description is not designed to cover all possible activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 11-50 employees