Senior Operations Manager

About Keen:

At Keen, we don't just deliver services — we embed ourselves into the heart of our clients' businesses. From digital marketing and creative to customer experience, we craft bold, high-performance digital experiences for global brands. Keen helps some of the most exciting U.S. and international brands scale smarter by embedding expert teams that drive results across marketing, creative, customer experience, and sales. We're not just another legacy BPO. We're a partner in growth — and that's where you come in.

About the Role:

We're hiring a Senior Operations Manager to lead CX and Sales delivery for our global clients and business operations. You won't be handed a ready-made playbook — you'll be writing it. This role is for a true builder. You'll design processes, implement systems, and shape the culture of teams that deliver world-class service and results. You'll partner directly with clients, ensure daily execution is tight, and scale operations that can flex and evolve with business needs. If you thrive in building structured environments from scratch, think critically in high-pressure situations, and know how to rally a team around big goals — we want to meet you.

What you'll Do:

• Own daily operations for Customer Experience and Sales teams, ensuring top-tier performance
• Lead, mentor, and grow high-performing frontline and management teams
• Partner with clients as the senior point of contact, ensuring delivery exceeds expectations
• Monitor and report on KPIs, using data to guide strategy and execution
• Build and continuously improve internal processes to drive speed, efficiency, and consistency
• Ensure compliance with regulatory and client standards across all functions
• Collaborate with finance to manage budgets and forecasts
• Help manage our office presences and in-office culture from our Foreshore (and future center in Cape Town CBD)
• Recruit, onboard, and coach team members for long-term growth and scalability

What we're Looking For:

• 8 years of experience in operations leadership (preferably in BPO, CX, or Sales environments
• Proven ability to lead large teams and build from scratch — not just maintain
• Deep understanding of CX and Sales systems, tools, and performance levers
• Excellent client management and stakeholder communication skills
• Strong analytical mindset — confident using data to drive decisions
• Experience with CRM platforms and workforce management tools
• Bonus if you've worked with international clients or have Six Sigma, Lean, or compliance certification

What's in it for you:

• Competitive salary based on experience

• Hybrid schedule — office based in Foreshore, Cape Town

• Build something meaningful with a fast-growing, values-driven company

• Opportunity to shape client outcomes and influence internal operations

• Leadership development, mentorship, and future growth opportunities
• Birthday leave + professional development budget
• A global team of operators, creatives, and strategists that work hard and are
• building the next-generation service business

This is a full-time position, working from 10 am to 7 pm EST (4 pm to 1 am SAST), assisting customers in the U.S.

The role is primarily in-office, based at our office in Foreshore, Cape Town. The ability to commute to and from the office in Foreshore is required