BPO Operations Manager

About Keen:

At 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.

About the Role:

We'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.

What You'll Do:

• Own daily operations for our 24/7/365 Customer Experience and Customer Service teams, ensuring top-tier performance
• Lead, mentor, and grow high-performing frontline and management teams
• Partner with clients as the senior point of contact, ensuring delivery exceeds expectations
• Monitor and report on KPIs, using data to guide strategy and execution
• Build and continuously improve internal processes to drive speed, efficiency, and consistency
• Ensure compliance with regulatory and client standards across all functions
• Collaborate with finance to manage budgets and forecasts
• Help manage our office presence and in-office culture from our Wembley (and future centers around Cape Town)
• Recruit, onboard, and coach team members for long-term growth and scalability

What we're Looking For:

• 8+ years of experience in operations leadership (in BPO CX environments)
• Proven ability to lead large teams and build from scratch — not just maintain
• Deep understanding of CX systems, tools, and performance levers
• Excellent client management and stakeholder communication skills
• Strong analytical mindset — confident using data to drive decisions
• Experience being a true 'owner' with deep abilities across communication, collaboration, and growth & adaptability
• Experience with CRM platforms and workforce management tools (such as Zendesk)
• Experience working with teams of all sizes (we have teams as small as 1, and as large as 50+ Agents)
• Bonus if you've worked with international clients or have Six Sigma, Lean, or compliance certification

What's in it for you:

• Competitive salary based on experience
• Build something meaningful with a fast-growing, values-driven company

• Opportunity to shape client outcomes and influence internal operations

• Leadership development, mentorship, and future growth opportunities
• Birthday leave + professional development budget
• A global team of operators, creatives, and strategists who work hard and are building the future of BPO

This 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 Cape Town. The ability to commute to and from the office is required.