Director of Operations

UENI (“you and I”) is on a mission to help small businesses succeed online. We provide a done-for-you service that builds websites and delivers digital marketing solutions to thousands of sole proprietors and microbusinesses worldwide. Our model combines software with human expertise — enabling us to deliver affordable high-quality service at scale.

Please note that we are only evaluating candidates based in Central/South America.

The Role

We’re looking for a hands-on process-obsessed Director of Operations to lead and scale our service delivery. This is a senior operational role — not an advisory or C-level position — perfect for someone who thrives on deep execution and wants to drive meaningful impact across fulfillment support and customer experience.

You will drive operational efficiency across the organization:

• Website Fulfillment & Edits

• Marketing Services Delivery

• Customer Support

• Customer Success & Retention

You’ll drive change partnering closely with the founding team and management to redesign how we operate — increasing efficiency reducing unit costs and maintaining our high standards of customer service.

Key Responsibilities

• Drive KPIs in day-to-day operations across fulfillment support and customer-facing teams.

• Audit current processes and lead end-to-end redesign of operational workflows.

• Identify and implement process improvements that reduce cost increase speed and maintain quality.

• Standardize delivery playbooks and SOPs across teams and geographies.

• Define and track KPIs related to efficiency unit economics SLAs and customer satisfaction.

• Drive operational excellence through automation tools and team alignment.

• Manage and coach mid-level operational managers.

• Act as a key voice in company leadership — bringing operational clarity to strategy discussions.

• Build scalable systems to support growth while maintaining affordable service for customers.

What We're Looking For

Must-Have Experience:

• 7+ years leading operations in a tech-enabled services or SaaS environment

• Proven success scaling operations while improving unit economics

• Experience managing fulfillment and customer-facing service teams

• Deep familiarity with service metrics (e.g. cost per order time-to-fulfillment CSAT churn)

• Comfortable going deep into processes data and team-level execution

• Experience driving implementation of new tools / AI across organizations

Highly Desirable Experience:

• Website building marketing tech or agency/managed service background

• Lean Six Sigma or other process improvement frameworks

• Experience implementing AI or automation into workflows

• Familiarity with tools like Zendesk Notion Airtable Slack Asana Jira

You Are:

• A doer — not just a strategist

• Detail-oriented and highly analytical

• Obsessed with process systems and scalable solutions

• A strong people leader who builds trust and sets high standards

• Customer-centric — you care deeply about the experience we deliver

• Great communicator

Why UENI?

• Mission-driven company serving real-world entrepreneurs

• Opportunity to reshape how digital services are delivered at scale

• Work closely with a passionate founding team

• Remote-friendly and flexible culture

• Competitive compensation