{"id":396207,"url":"https://alion.io/job/keen-bpo-operations-manager","title":"BPO Operations Manager","company":{"id":7873,"name":"Keen","domain":"keen.io","url":"https://alion.io/company/keen","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"B","score":75,"open_postings":4,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-25T05:49:26Z"}},"role":"Management","role_family":"Management","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cape Town, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":22000,"max_usd":56000,"period":"year","method":"role_country_seniority_unknown","sample_n":66},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-05-05T00:00:00Z","employer_posted_date":"2026-05-05","last_verified_at":"2026-10-25T14:22:36Z","board_verified":true,"closed_at":null,"days_open":174,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":173},"description":"About Keen:\nAt 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.\nAbout the Role:\nWe're hiring a Senior Operations Manager to lead Customer Services & Experience delivery for our global clients and business operations. You won't be handed a ready-made playbook - you'll be writing it. This role is for a true builder. You'll design processes, implement systems, and shape the culture of teams that deliver world-class service and results. You'll partner directly with clients, ensure daily execution is tight, and scale operations that can flex and evolve with business needs. If you thrive in building structured environments from scratch, think critically in high-pressure situations, and know how to rally a team around big goals - we want to meet you.\nWhat You'll Do:\nOwn daily operations for our 24/7/365 Customer Experience and Customer Service teams, ensuring top-tier performance\nLead, mentor, and grow high-performing frontline and management teams\nPartner with clients as the senior point of contact, ensuring delivery exceeds expectations\nMonitor and report on KPIs, using data to guide strategy and execution\nBuild and continuously improve internal processes to drive speed, efficiency, and consistency\nEnsure compliance with regulatory and client standards across all functions\nCollaborate with finance to manage budgets and forecasts\nHelp manage our office presence and in-office culture from our Wembley (and future centers around Cape Town)\nRecruit, onboard, and coach team members for long-term growth and scalability\nRequirements\nWhat we're Looking For:\n8+ years of experience in operations leadership (in BPO CX environments)\nProven ability to lead large teams and build from scratch - not just maintain\nDeep understanding of CX systems, tools, and performance levers\nExcellent client management and stakeholder communication skills\nStrong analytical mindset - confident using data to drive decisions\nExperience being a true 'owner' with deep abilities across communication, collaboration, and growth & adaptability\nExperience with CRM platforms and workforce management tools (such as Zendesk)\nExperience working with teams of all sizes (we have teams as small as 1, and as large as 50+ Agents)\nBonus if you've worked with international clients or have Six Sigma, Lean, or compliance certification\nBenefits\nWhat's in it for you:\nCompetitive salary based on experience\nBuild something meaningful with a fast-growing, values-driven company\nOpportunity to shape client outcomes and influence internal operations\nLeadership development, mentorship, and future growth opportunities\nBirthday leave + professional development budget\nA global team of operators, creatives, and strategists who work hard and are building the future of BPO\nThis is a full-time position, requiring flexibility in hours, but will primarily work from from 4 pm to 1 am SAST at our offices in Salt River. 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