Chili is a performance-driven digital marketing agency operating across Latin America. As we scale our operations, we are looking for a highly structured and commercially minded Operations Manager to ensure the company runs efficiently, profitably, and consistently across teams and regions.
This role is responsible for translating strategy into execution. You will own the company’s operational rhythm — people, processes, delivery, and financial discipline — ensuring teams are aligned, accountable, and focused on measurable outcomes.
You will work closely with the CEO and leadership team to support growth while maintaining operational excellence.
Own day-to-day operations across departments (Marketing, SEO, PPC, Creative, Account Management).
Ensure teams are delivering against contractual SLAs, internal KPIs, and company standards.
Implement and enforce SOPs, workflows, and operational best practices.
Drive consistency, accountability, and execution discipline across the organization.
Ensure all teams clearly understand their KPIs and how their performance impacts company results.
Monitor monthly and quarterly KPI performance, ensuring a minimum of 80% KPI achievement across teams.
Identify performance gaps early and work with managers to implement corrective actions or development plans (PDIs/PIPs).
Ensure transparent reporting so teams understand expectations, progress, and results.
Support managers in performance management, feedback cycles, and team development.
Identify training needs based on performance data, client feedback (NPS), and delivery quality.
Partner with HR on onboarding, probation reviews, performance reviews, and role clarity.
Ensure team structure and capacity align with current and future business needs.
Own operational cost control and budget adherence across departments.
Ensure hiring decisions are aligned with budget availability and cost centre performance.
Work closely with Finance to monitor margins, profitability, forecasting, and cash flow.
Identify operational inefficiencies and implement improvements to increase profitability.
Monitor client NPS, retention, and delivery quality across accounts.
Identify systemic delivery issues and address them through process improvements, training, or resourcing.
Ensure teams are aligned with client expectations and contractual commitments.
Act as an escalation point for operational or delivery-related risks.
Act as the bridge between leadership, teams, HR, and Finance.
Ensure operational decisions are aligned with company strategy and growth objectives.
Support leadership in rolling out organizational changes smoothly and effectively.
Drive a culture of ownership, clarity, and continuous improvement.
Teams consistently achieve or exceed KPI targets.
Clear operational visibility across departments and regions.
Improved delivery quality, client satisfaction, and retention.
Strong cost control and predictable operational performance.
A calm, structured, and scalable operating environment.
Proven experience in operations management, general management, or agency operations.
Strong understanding of performance-driven environments (KPIs, SLAs, margins).
Experience managing cross-functional teams.
Financial literacy: budgeting, forecasting, cost control.
High level of organization, ownership, and accountability.
Ability to make data-driven decisions and execute with clarity.
Excellent communication and stakeholder management skills.
Work in a fast-growing, international digital agency.
High ownership role with real impact on company performance.
Close collaboration with leadership.
Opportunity to shape processes, culture, and operational standards.
Performance-driven environment with clear expectations and accountability.