Program Manager (Operations) – San Ignacio, Belize

Great programs are built on great leadership. If you’re searching for Program Manager jobs in Belize, Operations Manager jobs in San Ignacio, BPO leadership jobs, or contact center management careers, Fusion CX is hiring an experienced Program Manager (Operations) to lead client programs, develop high-performing leaders, and deliver operational excellence.

This role is ideal for experienced operations leaders who thrive in a fast-paced customer experience environment and have a proven ability to manage client relationships, improve operational performance, and build engaged, high-performing teams. If you’re passionate about leadership, operational strategy, and customer success, this is your opportunity to grow your career with a global customer experience company.

Job Description:

About the Role

As the Program Manager (Operations), you will be responsible for the overall success of one or more client programs by leading operations, developing leaders, and ensuring all contractual and operational objectives are achieved. Working closely with clients and internal support functions, you will drive operational excellence, deliver exceptional customer experiences, and foster a culture of accountability, collaboration, and continuous improvement.

Key Responsibilities

• Lead the daily operations of one or more client programs.
• Ensure all client KPIs, SLAs, productivity, quality, attendance, and financial targets are consistently achieved.
• Build, coach, mentor, and develop Supervisors and Team Leads to drive high-performing teams.
• Conduct regular performance reviews, coaching sessions, and action planning with leaders.
• Analyze operational reports and performance trends to identify opportunities and implement corrective actions.
• Develop and execute action plans to improve operational performance, efficiency, and employee engagement.
• Serve as the primary point of contact for client communications, business reviews, meetings, and operational escalations.
• Partner with Workforce Management, Training, Quality, Human Resources, IT, and Recruitment to ensure operational success.
• Manage staffing, scheduling, forecasting, shrinkage, attrition, productivity, and workforce utilization to meet business requirements.
• Ensure compliance with company policies, client expectations, contractual obligations, and regulatory requirements.
• Lead operational meetings and present business performance updates to senior leadership and clients.
• Drive a culture of accountability, collaboration, continuous improvement, and employee engagement across the program.

Job Requirements:

Education

• Associate’s Degree in Business Administration, Management, Human Resources, or a related field is preferred.

Experience

• Minimum 3–5 years of leadership experience in a BPO, contact center, or customer experience environment.
• Minimum 2 years of experience managing Supervisors, Team Leads, or Operations Managers.
• Proven experience managing client relationships, business reviews, and operational performance.
• Strong understanding of contact center performance metrics, including:
  • Service Level
  • Productivity
  • Quality
  • Attendance
  • Shrinkage
  • Attrition
  • Forecasting
  • Financial/Billing Performance
• Experience developing action plans and driving measurable performance improvements.
• Proficiency in Microsoft Office, including Excel, PowerPoint, Outlook, and Microsoft Teams.
• Experience with Workforce Management systems and contact center platforms is an advantage.

Key Qualities

• Strong leadership and people development skills.
• Excellent communication and interpersonal abilities.
• Client-focused with strong relationship management skills.
• Critical thinker with excellent analytical and problem-solving abilities.
• Highly organized with strong time management skills.
• Ability to make sound decisions under pressure.
• Results-oriented with a strong sense of accountability.
• Adaptable and able to manage multiple priorities in a fast-paced environment.
• High level of professionalism, integrity, and confidentiality.
• Ability to motivate and inspire teams to achieve operational excellence.

Preferred Competencies

• Strategic Planning
• Operational Excellence
• Leadership Development
• Client Relationship Management
• Performance Management
• Conflict Resolution
• Change Management
• Data Analysis & Reporting
• Business Acumen
• Continuous Improvement

Work Details

Location: San Ignacio, Belize

Work Mode: Work From Office (WFO)

Why Join Fusion CX?

At Fusion CX, leadership goes beyond managing operations—it’s about developing people, strengthening client partnerships, and creating exceptional customer experiences. As a Program Manager, you’ll have the opportunity to influence business performance, mentor future leaders, and shape the success of global customer experience programs.

Why build your leadership career with Fusion CX?

• Lead strategic customer experience programs supporting global clients.
• Partner directly with clients and senior leadership to drive business success.
• Build and develop high-performing operations leaders through coaching and mentorship.
• Influence operational excellence using data-driven decision-making and continuous improvement.
• Collaborate with Workforce Management, Quality, Training, HR, Recruitment, and IT to deliver outstanding results.
• Grow your career within a global organization that values innovation, leadership, collaboration, and professional development.

If you’re searching for Program Manager jobs in Belize, Operations Manager jobs in San Ignacio, BPO Program Manager jobs, Contact Center Manager jobs, Customer Service Manager jobs, or Leadership careers in Belize, this opportunity offers the platform to make a lasting impact while growing with Fusion CX. Apply today and lead the future of customer experience with Fusion CX.