Operations Manager (Gerente de Operações)
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Job Location:
Monthly Salary:
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Role Overview
Chili is a performance-driven digital marketing agency operating across Latin America. As we scale our operations we are looking for a highly structured and commercially minded Operations Manager to ensure the company runs efficiently profitably and consistently across teams and regions.
This role is responsible for translating strategy into execution. You will own the companys operational rhythm people processes delivery and financial discipline ensuring teams are aligned accountable and focused on measurable outcomes.
You will work closely with the CEO and leadership team to support growth while maintaining operational excellence.
Key Responsibilities
Operational Leadership
- Own day-to-day operations across departments (Marketing SEO PPC Creative Account Management).
- Ensure teams are delivering against contractual SLAs internal KPIs and company standards.
- Implement and enforce SOPs workflows and operational best practices.
- Drive consistency accountability and execution discipline across the organization.
Performance & KPI Management
- Ensure all teams clearly understand their KPIs and how their performance impacts company results.
- Monitor monthly and quarterly KPI performance ensuring a minimum of 80% KPI achievement across teams.
- Identify performance gaps early and work with managers to implement corrective actions or development plans (PDIs/PIPs).
- Ensure transparent reporting so teams understand expectations progress and results.
People & Team Effectiveness
- Support managers in performance management feedback cycles and team development.
- Identify training needs based on performance data client feedback (NPS) and delivery quality.
- Partner with HR on onboarding probation reviews performance reviews and role clarity.
- Ensure team structure and capacity align with current and future business needs.
Financial & Commercial Oversight
- Own operational cost control and budget adherence across departments.
- Ensure hiring decisions are aligned with budget availability and cost centre performance.
- Work closely with Finance to monitor margins profitability forecasting and cash flow.
- Identify operational inefficiencies and implement improvements to increase profitability.
Client Experience & Quality Control
- Monitor client NPS retention and delivery quality across accounts.
- Identify systemic delivery issues and address them through process improvements training or resourcing.
- Ensure teams are aligned with client expectations and contractual commitments.
- Act as an escalation point for operational or delivery-related risks.
Cross-Functional Alignment
- Act as the bridge between leadership teams HR and Finance.
- Ensure operational decisions are aligned with company strategy and growth objectives.
- Support leadership in rolling out organizational changes smoothly and effectively.
- Drive a culture of ownership clarity and continuous improvement.
What Success Looks Like
- Teams consistently achieve or exceed KPI targets.
- Clear operational visibility across departments and regions.
- Improved delivery quality client satisfaction and retention.
- Strong cost control and predictable operational performance.
- A calm structured and scalable operating environment.
Requirements
- Proven experience in operations management general management or agency operations.
- Strong understanding of performance-driven environments (KPIs SLAs margins).
- Experience managing cross-functional teams.
- Financial literacy: budgeting forecasting cost control.
- High level of organization ownership and accountability.
- Ability to make data-driven decisions and execute with clarity.
- Excellent communication and stakeholder management skills.
Why Join Chili
- Work in a fast-growing international digital agency.
- High ownership role with real impact on company performance.
- Close collaboration with leadership.
- Opportunity to shape processes culture and operational standards.
- Performance-driven environment with clear expectations and accountability.
Key Skills
- Six Sigma
- Lean
- Management Experience
- Process Improvement
- Microsoft Outlook
- Analysis Skills
- Warehouse Management System
- Operations Management
- Kaizen
- Leadership Experience
- Supervising Experience
- Retail Management
