Operations Manager

At Félix, we're building the financial ecosystem for Latin immigrants in the U.S., starting with a revolution in remittances. Our core product is an AI-powered chatbot built on WhatsApp, allowing our users to send money home as easily as sending a text message. We leverage cutting-edge technology like AI, blockchain, and stablecoins to make cross-border payments faster, more affordable, and more accessible than ever before. 

We are a hyper-growth Series B company, backed by over $100 million in funding from top-tier global investors, including QED, Castle Island, Switch Ventures, HTwenty, Monashees, and General Catalyst Customer Value Fund. This isn't just about the numbers; it's a testament to the trust our investors have in our vision and our team. Additionally, Félix was selected as an “Endeavour Entrepreneur” and was a recipient of the CrossTech Fintech Startups Award. We are a group of extremely talented and dedicated high-performers, united by our shared obsession with a single goal: empowering our customers. We are all owners of Félix, driven by a bias for action and a true experimentation spirit to get shit done with urgency and focus.

Joining Félix means you will be part of a team building a legacy, a company that will outlive us all. This is a rare opportunity to apply your skills to a deeply meaningful mission—serving a community that has been underserved for too long. We are a team that is fiercely loyal to each other, where radical transparency and constructive feedback are how we grow and push for excellence. We are bold, we care less about what others are doing, and more about creating sustainable value and a product that truly makes our users' lives better. We are building the future, today.

About the Role

The Operations Manager will design, launch, and scale Félix’s first BPO operation, owning the end-to-end execution from strategy and vendor onboarding to daily performance management. The goal of this role is to expand operational capacity while preserving quality, security, and user trust, enabling in-house Operations to focus on high-impact, complex cases. This is a 0 → 1 role that requires strong ownership, judgment, and execution in a fast-growing, regulated environment.

Responsibilities

BPO Strategy & Launch

• Define which workflows move to BPO vs. remain in-house

• Document clear scope boundaries and escalation criteria

• Lead BPO vendor selection, evaluation, and onboarding

• Own the pilot launch, ramp plan, and readiness checks

• Create and maintain SOPs, playbooks, escalation paths, and vendor operating agreements

Day-to-Day BPO Operations

• Own daily operational performance across BPO queues

• Ensure adherence to SLAs / FRT, QA standards, and security & access constraints

• Manage volume variability, staffing alignment with WFM, and coverage and schedule gaps

• Act as the single point of accountability between Félix and BPO partners

Quality, Training & Enablement

• Partner with L&D to design BPO onboarding and ramp programs, and to keep training materials and scripts up to date

• Partner with QA to implement quality sampling and audits, and drive corrective action plans with vendors

• Ensure BPO agents operate only within approved workflows and do not access restricted tools or sensitive systems

Performance Management & Reporting

• Define and monitor KPIs, including First Response Time (FRT), SLA attainment, QA score, CSAT, cost per contact, escalation and error rates

• Run weekly and monthly business reviews with BPO partners

• Identify process inefficiencies, automation opportunities, and scope adjustments

Cross-Functional Alignment

• Partner closely with:

  • Security & IT for access controls, data protection

  • Compliance Ops for escalation flows and hold handling

  • Product Ops & Engineering for automation & deflection

  • WFM for staffing models and forecasts

• Ensure BPO execution stays aligned with: product launches, workflow changes, and operational incidents

Requirements

Must have:

• 5+ years in Customer Operations / Support Operations

• 2+ years launching or managing BPO / outsourced operations

• Strong understanding of: QA frameworks, SLAs and support metrics, training and ramp models

• Experience operating in high-volume, regulated environments

• Strong vendor management and stakeholder communication skills

• These are the applicable requisites, although equivalent competencies in any of the above will also be considered.

Nice to have:

• Experience in Fintech, Payments, or Remittances

• Exposure to compliance-heavy workflows

• Chat-based support experience (WhatsApp preferred)

• Familiarity with automation-first operating models

What We Offer

• Competitive salary

• Initial stock options grant

• Annual performance bonus

• Health, dental, and vision plans 

• Remote work environment, although we have offices in Miami and México City and would love to work in hybrid model if you are up to it.

• Continuous learning opportunities 

• Unlimited PTO

• Paid parental leave

• Empowering opportunities for growth in a dynamic entrepreneurial environment

Equal Opportunity Employer

At Félix, we are committed to providing equal employment opportunities to all qualified employees and applicants without regard to race, religion, nationality, sex, sexual orientation, gender identity, age, or disability. This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, training, compensation, benefits, and termination.

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