BPO Operations Manager

About Keen:
At Keen, we don't just deliver services — we embed ourselves into the heart of our clients' businesses. From digital marketing and creative to customer experience, we craft bold, high-performance digital experiences for global brands. Keen helps some of the most exciting U.S. and international brands scale smarter by embedding expert teams that drive results across marketing, creative, customer experience, and sales. We're not just another legacy BPO.
We're a partner in growth — and that's where you come in.
About the Role:
We're hiring an Operations Manager – Customer Experience to take ownership of operational performance across our global Customer Experience and Customer Service environments.
This is a hands-on senior leadership role for someone who can operate strategically while staying close to the day-to-day business. You'll be responsible for strengthening operational structure, developing leaders, improving performance, and working closely with clients to ensure teams consistently deliver against expectations.
You'll have significant ownership over how our operations evolve — from processes and performance frameworks to team structure, client delivery, and continuous improvement. We're looking for someone who doesn't simply manage an existing operation, but can identify opportunities, build solutions, and bring people with them.
What You'll Do:
Own operational performance across our 24/7/365 Customer Experience and Customer Service teams, ensuring consistent delivery against client and business objectives
Lead and develop frontline and management teams, building a strong leadership pipeline and creating clear paths for performance and growth
Act as a senior client partner, building trusted relationships with stakeholders and taking ownership of operational discussions, escalations, and delivery
Translate business goals into operational strategy, setting priorities and driving execution across multiple teams and client environments
Own KPI and performance management, using data and operational insights to identify trends, solve problems, and improve results
Build and optimise processes, systems, and ways of working that improve efficiency, quality, scalability, and consistency
Lead operational improvement initiatives, identifying opportunities to strengthen workflows, reduce friction, and improve the customer and employee experience
Partner cross-functionally with Finance, HR, Recruitment, and other internal teams to support forecasting, workforce planning, hiring, and operational growth
Ensure operational compliance with client requirements, internal standards, and relevant regulatory expectations
Support the development of our Salt River office environment and culture, helping create a high-performing and accountable in-office experience
Coach and mentor managers and emerging leaders, building the capability required to scale the operation sustainably
Take ownership of complex operational challenges, bringing structure and clear decision-making to high-pressure situations
Requirements
What we're Looking For:
8+ years of experience in operations leadership, ideally within BPO, Customer Experience, Customer Service, or a similar high-volume environment
Proven experience leading large teams and multiple layers of leadership
Experience building, restructuring, or scaling operations, rather than simply maintaining an established environment
Strong understanding of CX operations, performance management, workforce planning, and operational KPIs
Demonstrated experience managing senior client and stakeholder relationships
Strong analytical ability with the confidence to use data to make operational decisions
Experience developing Managers, Team Leaders, and frontline teams
Strong understanding of CRM, ticketing, workforce management, and CX platforms such as Zendesk
Comfortable managing teams of varying sizes, from smaller specialist teams through to 50+ agents
Strong commercial awareness, including exposure to budgets, forecasting, staffing, and operational planning
A strong sense of ownership, with the ability to operate independently and make sound decisions
Excellent communication, collaboration, and change-management skills
Experience working with international clients is advantageous
Six Sigma, Lean, COPC, or compliance experience/certification is advantageous
Benefits
Why Join Keen?
Join a collaborative, high-performing team where your growth is a priority. We invest in our people through ongoing learning, career development, an annual Professional Development Budget, and Birthday Leave.
Compensation
Competitive Base Salary
Medical Aid
Attendance & Timeliness Bonus
Transport Allowance
Monthly Performance Bonus
Global Support Environment
As we support clients across different time zones, Keen operates in a 24/7/365 environment. Team members should be comfortable working flexible schedules to support our clients and deliver an exceptional customer experience.

Work arrangement
No