Highwinds
Technical Operations Manager
- Compensation
- Not disclosed
- Location
- San Juan, Puerto Rico
- Work setup
- Remote
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- 3+ years
- Category
- Operations
- Posted
Skills
Must have
- 5+ years of operations experience, including at least 3 years managing call center or BPO teams.
- Experience managing offshore teams, with Philippines-based BPO experience strongly preferred.
- Strong SQL skills, with the ability to write complex queries (joins, aggregations, window functions) without relying on an analyst.
- Hands-on experience using AI tools (e.g., Claude, ChatGPT, or AI-powered call analytics platforms) to improve operational workflows, not just for personal productivity.
- Experience building automations with tools such as Zapier, Make, or n8n. Scripting experience in Python or JavaScript is a strong plus.
- Experience building dashboards in a BI tool such as Looker Studio, Metabase, Tableau, or Power BI.
- Comfort working with APIs, webhooks, and system integrations.
- Hands-on experience administering dialers and call center platforms (e.g., Five9, Convoso, RingCentral) and CRM systems.
- Proven ability to write clear, practical SOPs and technical documentation that teams follow.
- Working knowledge of outbound and inbound calling compliance, including TCPA and DNC rules. Experience in consumer lending, financial services, or lead generation is a plus.
- Strong leadership, communication, and coaching skills, with the ability to hold people accountable while building trust.
- Availability to overlap with Philippines-based team hours as needed.
- Bachelor's degree in Business, Information Systems, Engineering, or a related field, or equivalent experience.
Full description
The Role
The Technical Operations Manager is the connective tissue between leadership and the teams doing the work every day, and the person who makes those teams faster and smarter through data, automation, and AI. You will serve as the primary manager for our Philippines-based call center team, translating company goals into clear daily direction and holding the team to high performance and compliance standards. Just as importantly, you'll build the systems behind the operation: writing SQL to answer your own questions, building dashboards that give leadership real-time visibility, using AI tools to scale QA, training, and documentation, and automating the manual work that slows teams down. This role is ideal for a builder who is equally comfortable coaching a team lead and writing a query, and who sees every repetitive process as something to improve.
Key Responsibilities
- Call Center Management: Oversee day-to-day operations of our Philippines-based call center team, including scheduling, staffing, workload planning, and shift coverage. Serve as the primary point of escalation between agents, team leads, and US leadership.
- Data, SQL & Reporting: Write and maintain SQL queries against our operational and analytics databases to track performance, diagnose issues, and answer business questions independently. Build and own dashboards covering contact rate, conversion, handle time, adherence, QA scores, and other key metrics.
- AI-Driven Operations: Use AI tools to scale the operation, including call transcription and analysis, automated QA scoring and compliance flagging, agent coaching insights, and AI-assisted drafting of scripts, training content, and documentation. Evaluate new AI tools and put the useful ones into production.
- Automation & Integrations: Identify manual, repetitive workflows and automate them using scripting, workflow tools, and APIs. Configure and integrate dialers, CRMs, and internal systems so data flows cleanly between them.
- Quality Assurance & Compliance: Build and run a QA program combining human review with automated monitoring. Ensure all calling activity follows applicable regulations and company policy, including TCPA, consent and do-not-call requirements, and approved scripting, working closely with our compliance team.
- SOPs & Documentation: Create, maintain, and continually improve SOPs, playbooks, scripts, and technical documentation for the call center and other business functions. Make sure documentation is clear, current, and actually used.
- Hiring, Training & Development: Partner with leadership and local team leads on recruiting, onboarding, and training agents, using data to target coaching where it will have the most impact.