Director of Operations

PosiTrace by Global Fleet Management is a rapidly growing Canadian SaaS company specializing in GPS tracking, with a global footprint. This role serves as the most senior in country operations leader, reporting to the General Manager for Mexico. The **Director of Operations** will drive operational excellence across implementation, field operations, and monitoring functions. The core focus is on scaling service delivery through automation and process optimization, owning the end-to-end operational experience (especially for Enterprise clients), and building systems that enable sustainable growth. **Key Responsibilities** **Strategic Operations Development** - Build scalable operational frameworks (e.g., internal vs. external technicians; Enterprise vs. SMB implementations) to support rapid growth. - Maintain and continuously improve a holistic Operations KPI dashboard (tracking time, cost, quality, efficiency) for Senior Leadership. - Partner with Engineering to identify and implement technology solutions that reduce manual work and improve reliability. - Diagnose organizational challenges, develop solutions, and foster a culture of continuous improvement. - Combine strategic leadership with hands-on implementation. **Enterprise Implementation Leadership** - Provide strategic oversight for Implementation Project Managers handling Enterprise projects. - Make critical trade-off decisions (time, cost, quality) for the largest, most complex projects. - Serve as the primary escalation point for operational issues from device installations. - Intervene directly in complex client situations, including communication with senior customer management. **External Network Management** - Evaluate, select, and onboard external installer partners across regions. - Negotiate contracts, Service Level Agreements (SLAs), and build strategic relationships. - Define and manage network performance KPIs (quality, cost, responsiveness). - Ensure installer networks meet compliance with labor laws and liability requirements. **Field Operations** - Oversee the in-house installer team and team lead. - Make resource allocation decisions during capacity constraints or competing Enterprise priorities. - Define and track installer performance metrics (efficiency, cost per installation, quality). - Own travel cost budget management and policy compliance. - Drive technical workflow optimization through process improvement and digital tools. **Monitoring Operations & Automation** - Provide strategic oversight for all monitoring operations and service delivery. - Drive automation, outsourcing, and digital transformation initiatives to reduce manual touchpoints. - Identify opportunities to enhance service capabilities through technology and process optimization. - Measure and optimize service delivery metrics and operational performance. **Requirements**: - Fluent in English and Spanish - 8+ years of overall experience in operations management and leadership (preferably in technical services, logistics, or field operations). - Proven track record managing complex, multi-stakeholder project implementations. - Experience building and scaling operational processes through automation and technology. - Strong analytical skills with the ability to define metrics and drive decisions from data. - Excellent negotiation skills and experience managing vendor/partner relationships. - Demonstrated ability to lead through influence across multiple teams. - Technical aptitude for workflow optimization, preferably from an automotive-related field. - Comfortable being the "face of the operations" for a 20+ team, remaining both strategic and hands-on. - Proven people management experience with a track record of talent development and retention. - Experience in fast-paced, international environments; automotive, fleet management, or IoT industry experience is preferred. - Bachelor's degree in Engineering, Operations, Business, or a related field. **What we offer** - Full time - Monday to Friday - Based in Guadalajara or willing to relocate - this is an in-office position - Food vouchers - Life insurance - Mayor insurance - Starting salary at $70,000 MXN per month We recognize people to be a cornerstone of our continued success and offer long-term careers and competitive compensation packages and a great place to work, combined with the opportunity for personal and professional growth.