Job description
Description
UENI (“you and I”) is on a mission to help small businesses succeed online. We provide a done-for-you service that builds websites and delivers digital marketing solutions to thousands of sole proprietors and microbusinesses worldwide. Our model combines software with human expertise — enabling us to deliver affordable, high-quality service at scale.
Please note that we are only evaluating candidates based in Central/South America.
The Role
We’re looking for a hands-on, process-obsessed Director of Operations to lead and scale our service delivery. This is a senior operational role — not an advisory or C-level position — perfect for someone who thrives on deep execution and wants to drive meaningful impact across fulfillment, support, and customer experience.
You will drive operational efficiency across the organization:
Website Fulfillment & Edits
Marketing Services Delivery
Customer Support
Customer Success & Retention
You’ll drive change, partnering closely with the founding team and management to redesign how we operate — increasing efficiency, reducing unit costs, and maintaining our high standards of customer service.
Key Responsibilities
Drive KPIs in day-to-day operations across fulfillment, support, and customer-facing teams.
Audit current processes and lead end-to-end redesign of operational workflows.
Identify and implement process improvements that reduce cost, increase speed, and maintain quality.
Standardize delivery playbooks and SOPs across teams and geographies.
Define and track KPIs related to efficiency, unit economics, SLAs, and customer satisfaction.
Drive operational excellence through automation, tools, and team alignment.
Manage and coach mid-level operational managers.
Act as a key voice in company leadership — bringing operational clarity to strategy discussions.
Build scalable systems to support growth while maintaining affordable service for customers.
What We’re Looking For
Must-Have Experience:
7+ years leading operations in a tech-enabled services or SaaS environment
Proven success scaling operations while improving unit economics
Experience managing fulfillment and customer-facing service teams
Deep familiarity with service metrics (e.g., cost per order, time-to-fulfillment, CSAT, churn)
Comfortable going deep into processes, data, and team-level execution
Experience driving implementation of new tools / AI across organizations
Highly Desirable Experience:
Website building, marketing tech, or agency/managed service background
Lean, Six Sigma, or other process improvement frameworks
Experience implementing AI or automation into workflows
Familiarity with tools like Zendesk, Notion, Airtable, Slack, Asana, Jira
You Are:
A doer — not just a strategist
Detail-oriented and highly analytical
Obsessed with process, systems, and scalable solutions
A strong people leader who builds trust and sets high standards
Customer-centric — you care deeply about the experience we deliver
Great communicator
Why UENI?
Mission-driven company serving real-world entrepreneurs
Opportunity to reshape how digital services are delivered at scale
Work closely with a passionate founding team
Remote-friendly and flexible culture
Competitive compensation
