Director of Operations

TL;DR

Director of Operations (Customer Care & Operations): Lead end-to-end customer care and service delivery at local level, defining customer experience strategy and driving operational execution with an accent on operational excellence across card operations, payments, settlement, and reconciliation. Focus on KPI-driven performance improvement, process optimization and transformation, and cross-functional collaboration to ensure quality, safety, and consistent customer experiences.

Location: Ciudad de Mexico

Company

hirify.global shapes employee benefits and engagement by delivering personalized and sustainable employee experiences.

What you will do

• Define and execute the customer experience strategy and align operational priorities with customer needs and business objectives.
• Own the end-to-end customer care and service delivery model across internal teams, outsourced providers, and shared services.
• Drive operational excellence using performance indicators, customer/operational insights, and continuous improvement initiatives.
• Oversee operational processes across card operations, payments, settlement, reconciliation, and related workflows to ensure continuity, control, and compliance.
• Partner with Marketing, Product, Technology, Merchants, Commercial, and global teams to identify pain points and improve customer journeys.
• Manage external service providers, operational costs, budgets, governance routines, and incident/service communications.

Requirements

• Fluent English (mandatory).
• 10+ years of experience in operations management, customer service, customer experience, and payments.
• 3+ years leading teams, preferably large CX and Operations teams in senior management or director roles.
• Proven experience with digital solutions and digital products (mobile apps, web portals, online services) and/or digital financial services.
• Experience managing contact centers, shared services, or outsourced care functions; familiarity with contact center tools (e.g., Genesys).
• Strong proficiency in CRM platforms and care analytics; Salesforce preferred.

Culture & Benefits

• Inclusive, diverse workplace with experts across multiple countries.
• Opportunity to experiment with new ideas and build digital experiences.
• Focus on meaningful impact for millions of people and local economies.
• Support for career growth, work/life balance, and learning new skills.