Operations manager - callcenter

Descripción del cargo

Xpotential Marketing Group (XPMG) is a dental-focused operations and AI platform company dedicated to helping dental practices grow through better patient communication, scheduling, and trust. Since 2016, we've operated a Medellín-based contact center serving U.S. clients. Our flagship product, Vantage AI, is an AI-powered patient engagement platform combining voice AI, automated scheduling, live agent support, and analytics, currently scaling across major Dental Service Organizations (DSOs).

The Role:
We are looking for a hands-on Director of Operations to lead the performance, culture, and gross profit of our Medellín contact center, and the operational success of Vantage AI for our DSO clients.
This is not a behind-the-desk role. You'll be on the floor, in the data, mentoring team leads, and evolving our operating model as AI transforms what our teams do. This position is a direct path to VP of Operations / General Manager for the right leader.

Key Responsibilities:

Own daily Vantage AI performance (containment rate, scheduling accuracy, transfer quality, CSAT) and ensure AI and human agents operate as one seamless patient experience.
Lead a QA function that drives measurable improvements in FCR, CSAT, agent development, and AI training signals.
Manage the end-to-end agent funnel: recruitment criteria, training, nesting, certification, and go-live readiness.
Own FCR, answer rate, and conversion as the headline KPIs — diagnose breakdowns, run experiments, and drive results quarter over quarter.
Own gross profit performance for the contact center — staffing efficiency, repeat call reduction, AI containment, and cost per call.
Serve as the operational face of XPMG to U.S. DSO clients, running operating reviews and translating results into client outcomes.
Partner weekly with Vantage AI engineering and product leadership to prioritize tuning and track delivery.

Requirements:

Advanced English proficiency.
Professional degree preferred in Business Administration, International Business, Industrial Engineering, or related fields. This requirement may be substituted with 3+ years of experience in the role.
Currently residing in Medellín.
Experience as an Operations Manager in the call center industry.
Proven experience in the implementation or execution of AI solutions for call centers.