Job Description
Important Information
Location: Costa Rica
Work Mode: Hybrid
Job Summary
As a Site Leader (19512), you will be responsible for designing, developing, and maintaining high-quality software solutions. You will collaborate with cross-functional teams to understand business requirements and translate them into scalable and efficient software applications. Your role will involve leading technical projects, mentoring junior engineers, and continuously improving software development practices to ensure the delivery of robust and reliable software systems.
Responsibilities and Duties
- Ensure effective day-to-day delivery operations and operational continuity across all on-site teams, including implementation, support, customer success, and related functions.
- Serve as the local point of contact for external stakeholders during site visits, audits, and escalations, maintaining close coordination with global teams to proactively manage risks and resolve issues.
- Provide visible on-site leadership presence Monday through Thursday, reinforcing accountability, culture, engagement, and acting as an escalation point for employee concerns not captured through remote channels.
- Drive operational excellence and governance by ensuring compliance with internal processes, client policies, information security standards, local regulations, and continuous improvement initiatives.
Qualifications and Skills
- Advanced English proficiency (spoken and written), with the ability to confidently engage senior client stakeholders, lead discussions, and deliver executive-level reporting.
- Proven leadership experience owning delivery operations and site performance within IT services, support, or managed services environments.
- Demonstrated capability to act as the on-site owner of delivery execution, accountability, and operational outcomes for a strategic client account.
- Strong background managing multi-role teams, including support, customer success, implementation, or similar client-facing functions.
- Experience operating in client-facing roles with high visibility, managing escalations, audits, and stakeholder expectations with professionalism and confidence.
- Ability to drive operational discipline, delivery metrics, onboarding execution, and ramp-up plans in alignment with committed timelines and service levels.
- Established experience partnering with HR, Talent Acquisition, IT, and global delivery leaders to strengthen employee experience, engagement, and retention.
- Strong leadership presence with sound judgment, decision-making authority, and the ability to influence without direct control.
- Experience working in hybrid or on-site delivery models, with demonstrated commitment to visible, consistent on-site leadership.
- Understanding of governance, compliance, information security standards, and operational best practices in regulated or client-audited environments.
About Encora
Encora is a global company that offers Software and Digital Engineering solutions. Our practices include Cloud Services, Product Engineering & Application Modernization, Data & Analytics, Digital Experience & Design Services, DevSecOps, Cybersecurity, Quality Engineering, AI & LLM Engineering, among others.
At Encora, we hire professionals based solely on their skills and do not discriminate based on age, disability, religion, gender, sexual orientation, socioeconomic status, or nationality.
