Operations Manager

About Us
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 & LaunchDefine which workflows move to BPO vs. remain in-houseDocument clear scope boundaries and escalation criteriaLead BPO vendor selection, evaluation, and onboardingOwn the pilot launch, ramp plan, and readiness checksCreate and maintain SOPs, playbooks, escalation paths, and vendor operating agreements Day-to-Day BPO OperationsOwn daily operational performance across BPO queuesEnsure adherence to SLAs / FRT, QA standards, and security & access constraintsManage volume variability, staffing alignment with WFM, and coverage and schedule gapsAct as the single point of accountability between Félix and BPO partners Quality, Training & EnablementPartner with L&D to design BPO onboarding and ramp programs, and to keep training materials and scripts up to datePartner with QA to implement quality sampling and audits, and drive corrective action plans with vendorsEnsure BPO agents operate only within approved workflows and do not access restricted tools or sensitive systems Performance Management & ReportingDefine and monitor KPIs, including First Response Time (FRT), SLA attainment, QA score, CSAT, cost per contact, escalation and error ratesRun weekly and monthly business reviews with BPO partnersIdentify process inefficiencies, automation opportunities, and scope adjustments Cross-Functional AlignmentPartner closely with:Security & IT for access controls, data protectionCompliance Ops for escalation flows and hold handlingProduct Ops & Engineering for automation & deflectionWFM for staffing models and forecastsEnsure BPO execution stays aligned with: product launches, workflow changes, and operational incidents
Requirements
Must have:
5+ years in Customer Operations / Support Operations2+ years launching or managing BPO / outsourced operationsStrong understanding of: QA frameworks, SLAs and support metrics, training and ramp modelsExperience operating in high-volume, regulated environmentsStrong vendor management and stakeholder communication skillsThese are the applicable requisites, although equivalent competencies in any of the above will also be considered.
Nice to have:
Experience in Fintech, Payments, or RemittancesExposure to compliance-heavy workflowsChat-based support experience (WhatsApp preferred)Familiarity with automation-first operating models
What We Offer
Competitive salaryInitial stock options grantAnnual performance bonusHealth, 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 PTOPaid parental leaveEmpowering 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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