Senior Director of Operations - Guadalajara - PowerSchool

Descripción

PowerSchool is firing up a brand new, high-octane Mexico Support Center of Excellence, and we need a Director/Senior Director to launch it from zero to full flight

This isn't just a management job, it's your chance to be the Site CEO, reporting straight to the SVP of Technical Support and Customer Care. Your mission, should you choose to accept it, is to transform traditional support into a proactive, Customer Health-obsessed powerhouse You'll be the master conductor for our North American K-12 customers, integrating AI-powered magic and harmonizing with our Global COEs (India and the US).

If you speak the language of English and Spanish fluently, live for scaling operations, and pack a passport ready for global adventure, then buckle up, this is your launch sequence

PowerSchool is the engine that runs K-12 education, and our solutions are used Globally to make a real difference in every student's journey. We build complex, mission-critical platforms that keep schools running and students learning, including:

• Secure Student Data Management (SIS): The bedrock of every school.
• Personalized Learning: Tools that bring learning to life
• Artificial Intelligence (AI): Our famous PowerBuddy bringing intelligent assistance to educators everywhere.

The Mexico Support Center of Excellence is our newest strategic launchpad, focused on providing elite, secure support to our global customers.

Key Responsibilities

1. Launching & Future-Proofing the Center

• Zero-to-One Builder: You'll be launching and scaling the Mexico Support COE from an empty floor to a fully optimized, buzzing operation. We're talking hands- on, ground-up, building brilliance
• AI Visionary: Become our resident AI Guru Conceptualize and deploy cutting- edge AI an automation technology to boost efficiency, predicting customer needs and keeping our human agents focused on the complex, rewarding work.
• Executive Navigator: Provide sharp, strategic visibility on center performance directly to the SVP of Technical Support and Customer Care.
• Budget Boss: Own the entire site's budget and P&L, ensuring smart resource allocation for maximum impact.

2. Customer Health & Global Alignment

• Proactive Health Champion: Ditch the reactive firefighting Your core focus will be transforming our support model to be proactive and preventative, using
• Customer Health metrics to predict issues and boost renewal rates.
• Omnichannel Maestro: Direct a seamless, high-quality experience for customers across all omnichannel platforms (phone, chat, self-service, you name it).
• Global COE Connector: Be the energetic liaison who actively partners with
• Global COEs in India and the US to ensure a consistent, world-class support experience for all customers.
• Product Whisperer: Collaborate constantly with Product SLTs, Cloud
• Operations, and Engineering to make sure the voice of the customer drives product improvement.

3. Leadership, Culture & Global Travel

• Talent Architect: Hire, mentor, and grow a phenomenal team of managers and supervisors, fostering a dynamic, inclusive, and high-energy culture.
• Global Explorer: Get ready to fly This role requires frequent and essential travel to North American and Indian COE sites for strategic alignment, plus occasional high-stakes visits to global customer locations.

Minimum Qualifications

• Scaling Experience: Demonstrated hands-on experience scaling an omni-channel contact center or similar operational site from scratch (zero to maturity).
• AI & Automation Savviness: You don't just know AI; you know how to make it work Proven ability to conceptualize and deploy automation for operational gain.
• Proactive Guru: Solid experience driving a support organization's shift from reactive to proactive, focusing on Customer Health metrics over simple ticket counts.
• Bilingual Fluency: Fluent professional proficiency in both English and Spanish (written and spoken).
• Executive Experience: Proven ability to manage senior stakeholders and report directly to SVP/VP-level leadership.
• Experience: A powerful track record, 8+ years of progressive support leadership, with at least 3+ years managing large sites or multi-site teams at a Director/Sr. Director level.
• Global Mobility: Must be able and willing to travel frequently and internationally (North America, India, and customer sites).
• Educated with a Technical Bachelors Degree or equivalent work experience.

Preferred Qualifications

• Language Plus: Fluency in Portuguese is a significant advantage.
• EdTech Expertise: Experience supporting complex, secure SaaS or EdTech platforms.