Operations Manager – CX Operations

About the role

The Operations Manager for the CX Operations team at TELUS Digital in El Salvador will lead the Shipper Line of Business, ensuring high‑quality shipping and logistics services that meet client and company standards.

Key responsibilities

• Drive delivery of LOB metrics such as SLA, AHT, CSAT/NPS, and Quality for shipping workflows.
• Lead daily embodiment of company values while scaling and stabilizing a new account.
• Design and execute engagement and retention plans for Team Leaders to handle peak‑season shipping demand.
• Serve as primary contact for stakeholders to align operational output with shipper business requirements.

Required profile

• Minimum 2 years of supervisory experience in a high‑pressure environment.
• Flexibility to work onsite or from home based on business needs.
• Strong logistics acumen and ability to manage time‑critical operational workflows.
• Proven incident‑resolution skills and experience guiding organizational transformation.

Required skills

• Advanced Excel and Google Workspace spreadsheet skills.
• Proficiency with Microsoft Excel.
• Experience with CRM applications and novel dispatch platforms.
• Knowledge of call‑center operations and performance evaluation processes.