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EQ
Equifax

VP of Global Operations & Client Onboarding

LocationCRI - Heredia
Work modeon-site
Typefull-time
DepartmentFulfillment / Operations
Company size10,000+ people
First seen4d ago
Last seen2d ago
About the role
As the VP of Global Operations & Client Onboarding, you will serve as the executive operational leader responsible for the execution of our global operational vision. You will bridge high-touch technical client onboarding with high-volume contact center operations. This role reports directly to the Sr VP Global Operations, who is based in the US.
Managing a highly regulated, complex data environment, you will drive operational efficiencies, accelerate client Time-to-Value (TTV), uphold rigorous SLAs, ensure data reliability, and build an environment that delivers an exceptional customer experience.
What You’ll Do
Responsibilities
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Front-Line Operational Delivery: Support direct end-to-end operational delivery across assigned departmental service lines, ensuring tasks are completed accurately and on schedule.
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Quality & Predictability: Monitor day-to-day team performance with an eye on task accuracy, cycle-time speed, and output predictability across all service queues.
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Direct Team Supervision: Lead daily huddles, assign work tickets, and manage real-time queue performance for front-line onboarding and contact center staff.
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Real-Time SLA & Queue Monitoring: Monitor active call/chat queues and implementation pipelines, stepping in to reallocate resources to meet response and resolution targets.
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Quality Assurance & Coaching: Conduct quality checks on communications and technical setups, providing actionable feedback and coaching to team members.
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Process Adherence: Ensure the team consistently follows established operating procedures, security guidelines, and data governance standards.
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Cross-Shift/Team Coordination: Coordinate with peers and US team leads to hand off escalated client cases and maintain smooth operational continuity.
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Team Engagement: Foster a positive, productive team environment through active support, conflict resolution, and performance recognition.
What Experience You Need
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Front-Line Leadership: 7+ years of experience managing customer support, or technical onboarding environment.
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Education: Associate’s or Bachelor’s degree in Business, Systems, or a related field. (must)
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Technical & Queue Familiarity: Practical experience working with CRM/ticketing (Salesforce) platforms, telephony software, and data management systems.
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Coaching & Quality Control: Demonstrated ability to perform QA reviews, mentor teams, and deliver constructive performance feedback.
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Problem-Solving Skills: Strong capability to troubleshoot live client escalations and resolve technical or procedural roadblocks quickly.
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Communication Skills: Excellent verbal and written communication skills in both English and Spanish to interact effectively with US counterparts and local teams.
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AI & Automation Implementation: Proven experience identifying and implementing AI-driven automation solutions to optimize workflows within a large-scale customer support or client implementation organization.
Primary Location:
CRI-Heredia
Function:
Function - Fulfillment / Operations
Schedule:
Full time
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