Operations Manager

Description

Summary: Seeking a hands-on Manager of Operations to lead performance, culture, and gross profit for a Medellín contact center and ensure operational success of an AI platform for DSO clients. Highlights: 1. Lead performance and culture of a contact center. 2. Drive operational success of an AI platform for dental clients. 3. Direct path to VP of Operations for the right leader. 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 Manager 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 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 XP 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. Lugar de trabajo: Empleo presencial