Operations Leader

Responsibilities

• Own the operational model that makes Domu run like the best BPOs in the world, but with technology doing the work instead of people.
• Map and close the gap between where Domu's operations are today and where they need to be: process discipline, SLA alignment, dialing hygiene, QA cycles, and real-time visibility across every client.
• Build the metrics infrastructure the ops team runs on daily dashboards, live call volumes, contact rates, answer rates, and QA scores that make performance impossible to ignore.
• Ensure we build a standard QA rubric for outbound call reviews, establish weekly QA cycles, and close the feedback loop between QA findings and agent and prompt improvements.
• Pick the highest-ROI client gap and close it through operational action, better dialing, QA-driven tuning, or automation that eliminates errors at the root.
• Sit at the intersection of operations, engineering, and client success. This isn't a traditional ops or BPO manager role.

Requirements

• 5+ years in BPO or call center operations with direct experience managing supervisors and large agent teams.
• Deep familiarity with outbound dialing infrastructure: SIP protocols, carrier compliance, spam-flagging mitigation, and answer rate optimization.
• Demonstrated experience building or transforming operations systems, not just running them.
• Comfort in a tech-first environment: you understand AI voice agents, can work with data tools, and can translate operational pain into scoped engineering requests.
• You make decisions from metrics, not intuition. Comfortable building dashboards, reading ClickHouse data, and holding teams accountable to numbers that move in real time.

Qualifications

• Experience with champion-challenger performance frameworks or A/B testing in outbound operations.
• Background in fintech, debt collections, financial services, or regulated industries.
• Experience building ops functions from scratch, QA rubrics, SLA frameworks, dialing playbooks.
• Familiarity with voice AI or conversational AI platforms in a production environment.
• You've built something operationally rigorous inside a fast-moving startup and want that challenge again.

Benefits

• Weekly stipend for food and transportation
• Equipment budget
• Whatever tools you need

Pay

$90K - $170K

Schedule

Full-time