Service Delivery Manager - BPO Operations

Join Auxis as a Service Delivery Manager – BPO Operations!

We’re looking for a Service Delivery Manager based in Costa Rica to lead and optimize our BPO operations across the region. This role is key in driving operational excellence, efficiency, and client satisfaction.

You’ll act as a trusted advisor for our clients, ensuring high-quality service delivery, managing daily operations, handling escalations, and leading continuous improvement initiatives. The position oversees hybrid teams in Costa Rica, Colombia, and Mexico, delivering end-to-end transactional processes such as query handling, onboarding, offboarding, payroll, compliance, and reporting for top global companies.

If you’re a strong leader with a passion for service excellence and process improvement, we’d love to hear from you!

Service Delivery & Operations

Lead daily service delivery to ensure client satisfaction and operational excellence. Manage resource allocation, performance metrics, and process improvements across teams in Costa Rica, Colombia, and Mexico. Act as the primary escalation point, ensuring timely issue resolution and adherence to SLAs. Support project execution, new service transitions, and identify opportunities to optimize efficiency

cy and cost control.

Team Leadership
Supervise and develop high-performing teams through coaching, feedback, and performance management. Drive engagement, manage staffing needs, and foster a positive work environment focused on continuous improvement and retention.

Operational & Account Management

Oversee productivity, budget compliance, and client account performance. Monitor service levels, provide regular performance reports, and collaborate with leadership to develop strategies that improve profitability and client satisfaction. Build strong customer relationships through regular reviews and consistent service excellence.

• 5+ years of experience in a management role, including at least 3 years in the Outsourcing industry or within large, complex organizations.

• University degree in Business Administration or a related field, preferably with a focus on Operations, Continuous Improvement, or Project Management.

• Fluent in English (85%+), with strong written and verbal communication skills.

• Proven experience leading and developing international service delivery teams across multiple locations.

• Strong background in client management, SLA monitoring, and service delivery excellence.

• Experience managing service transitions and working in multivendor environments.

• Skilled in guiding staff and managing high-volume operational workflows.

• Strong project management and process improvement experience (Lean, Six Sigma, or PMP preferred).

• Experience tracking and reporting team performance metrics and presenting actionable insights to senior leadership.

• Solid understanding of data privacy regulations (GDPR, PII, PIPEDA, HIPAA).

• Excellent leadership, communication, and problem-solving skills, with a strong customer focus.

• Valid U.S. tourist visa for potential travel (project work, operations, or training).

• Nice to have: experience in HR Service Operations or Hire-to-Retire shared services within multinational or BPO environments; familiarity with HRIS systems (Workday, Kronos) and CMS tools (ServiceNow).