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Director of Operations at Ueni Ltd. Location Information: USA - Central,Latin America. UENI (“you and I”) is on a mission to help small businesses succeed online. We provide a done-for-you service that builds websites and delivers digital marketing solutions to thousands of sole proprietors and microbusinesses worldwide. Our model combines software with human expertise — enabling us to deliver affordable, high-quality service at scale.. Please note that we are only evaluating candidates based in Central/South America.. The Role. We’re looking for a hands-on, process-obsessed . Director of Operations. to lead and scale our service delivery. This is a senior operational role — not an advisory or C-level position — perfect for someone who thrives on deep execution and wants to drive meaningful impact across fulfillment, support, and customer experience.. You will drive operational efficiency across the organization:. Website Fulfillment & Edits. Marketing Services Delivery. Customer Support. Customer Success & Retention. You’ll drive change, partnering closely with the founding team and management to redesign how we operate — increasing efficiency, reducing unit costs, and maintaining our high standards of customer service.. Key Responsibilities. Drive KPIs in day-to-day operations across fulfillment, support, and customer-facing teams.. Audit current processes and lead end-to-end redesign of operational workflows.. Identify and implement process improvements that reduce cost, increase speed, and maintain quality.. Standardize delivery playbooks and SOPs across teams and geographies.. Define and track KPIs related to efficiency, unit economics, SLAs, and customer satisfaction.. Drive operational excellence through automation, tools, and team alignment.. Manage and coach mid-level operational managers.. Act as a key voice in company leadership — bringing operational clarity to strategy discussions.. Build scalable systems to support growth while maintaining affordable service for customers.. What We're Looking For. Must-Have Experience:. 7+ years leading operations in a tech-enabled services or SaaS environment. Proven success scaling operations while improving unit economics. Experience managing fulfillment and customer-facing service teams. Deep familiarity with service metrics (e.g., cost per order, time-to-fulfillment, CSAT, churn). Comfortable going deep into processes, data, and team-level execution. Experience driving implementation of new tools / AI across organizations. Highly Desirable Experience:. Website building, marketing tech, or agency/managed service background. Lean, Six Sigma, or other process improvement frameworks. Experience implementing AI or automation into workflows. Familiarity with tools like Zendesk, Notion, Airtable, Slack, Asana, Jira. You Are:. A doer — not just a strategist. Detail-oriented and highly analytical. Obsessed with process, systems, and scalable solutions. A strong people leader who builds trust and sets high standards. Customer-centric — you care deeply about the experience we deliver. Great communicator. Why UENI?. Mission-driven company serving real-world entrepreneurs. Opportunity to reshape how digital services are delivered at scale. Work closely with a passionate founding team. Remote-friendly and flexible culture. Competitive compensation