CX Automation & Operations Manager (San Pedro Sula)

San Pedro Sula, Honduras
Full Time
Program Management
Senior Manager/Supervisor

Role Details

Type of Support: Management
Contract Duration: Permanent
Training Schedule: Monday to Friday; 8:00 am - 5:00 pm
Work Schedule: To be determined; hours range will be between 6:00 am  - 6:00 pm
Work Type and Location: Onsite,  San Pedro Sula only 
Expected Start Date: July 31st, 2025


About Us

PartnerHero and Crescendo have joined forces to create a powerhouse of innovation, excellence, and people-first solutions. By combining PartnerHero’s world-class outsourcing and human-centered approach with Crescendo’s expertise in customer experience and operational excellence, we are redefining the future of CX.

Together, we’re introducing Augmented AI - a seamless blend of Agentic AI and real human expertise that delivers 24/7 omnichannel support in any language. This fusion of technology and talent helps businesses scale efficiently while keeping customer experience at the core. Powered by Crescendo, PartnerHero connects talented people globally with companies looking to build, transform, and grow. Our strategic expertise and integrated technology empower businesses and the people behind them to extend their impact worldwide.

As a Most Loved Workplace, we believe culture drives success. We encourage our teams to bring their authentic selves to work, fostering an environment where people thrive.

Welcome to the future of customer experience. Welcome to the next era of PartnerHero x Crescendo.

 

The Role

As a CX Automation & Operations Manager for a partner whose products offer a range of high-quality, eco-friendly electric scooters that are adapted for the environment and everyone – Augmented AI, you will lead the strategic and daily execution of complex AI-powered workflows that blend automation with human oversight (Human in the Loop). You'll be responsible for aligning multiple teams across QA, Optimization, Data Analysis, Partner Success, and regular Operations to ensure we meet and exceed partner expectations.

This is not a passive role. You’ll be working in an evolving, high-performance environment where operational precision, data-backed insights, and proactive leadership drive outcomes. Success means delivering consistently on partner SLAs while managing internal alignment and cross-functional performance.
Your leadership will enable the partner to scale responsibly, adapt quickly, and deliver meaningful recommendations to some of the most technically sophisticated partners in our portfolio.

 

What You’ll Do:

  • Oversee day-to-day operations and performance for assigned partners within the partner, ensuring consistent delivery and impact.
  • Collaborate closely with cross-functional teams — including Operations, Quality, Optimization, and AI Development — to drive alignment and smooth execution.
  • Monitor key performance metrics (e.g., QA scores, CSAT, AHT, TAT, throughput, and issue recurrence) and create clear, actionable coaching plans to improve results.
  • Build and maintain strong operational rhythms that align partner deadlines with internal capacity and resource planning.
  • Serve as the go-to escalation point for time-sensitive or high-risk partner issues, approaching every challenge with a resolution-first mindset.
  • Lead strategic updates with internal stakeholders and confidently represent the partner in leadership meetings with clarity and ownership.
  • Champion continuous improvement — from refining SOPs to leading innovation pilots in the Augmented AI space.
  • Ensure all initiatives are aligned with the partner-level OKRs and PartnerHero’s broader operational standards.


What We Expect From You:

  • Proven experience leading operations in a complex, data-driven BPO or tech-adjacent environment.
  • A strong grasp of cross-functional collaboration — you know how to align teams across Operations, QA, Optimization, and Training to move initiatives forward.
  • A sharp analytical mindset — you're comfortable digging into dashboards, identifying performance trends, and making data-backed decisions.
  • Excellent communication skills in both English and Spanish — you're confident influencing across all levels, whether it's peers, leaders, or partners.
  • Experience managing hybrid or distributed teams across multiple regions and time zones.
  • Strong project management skills — you stick to deadlines and keep others on track with you.
  • Familiarity with AI-driven or automation-enhanced workflows is a plus, but not a must-have.


What You’ll Get In Return:

  • Competitive Base Salary
  • Generous paid vacation
  • Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
  • Access to free posture-based fitness workouts from home, paid Sabbatical Leave
  • Training opportunities provided by PartnerHero and outside entities
  • 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development
 

Company Culture Is At Our Core

Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

  • Care for others - Cooperate, empathize, and seek opportunities to put each other first.
  • Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
  • Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
  • Take ownership - Doing the right thing should come naturally.
  • Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].

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