VP of Operations | Latam based

UENI (“you and I”) is on a mission to help small businesses succeed online. We provide a done-for-you service that builds websites and delivers digital marketing solutions to thousands of sole proprietors and microbusinesses worldwide. Our model combines software with human expertise — enabling us to deliver affordable, high-quality service at scale.

The Role

We’re looking for a hands-on, process-obsessed VP of Operations to lead and scale our service delivery. This is a senior operational role — not an advisory or C-level position — perfect for someone who thrives on deep execution and wants to drive meaningful impact across fulfillment, support, and customer experience.

You will drive operational efficiency across the organization :

Website Fulfillment & Edits

Marketing Services Delivery

Customer Support

Customer Success & Retention

You’ll drive change, partnering closely with the founding team and management to redesign how we operate — increasing efficiency, reducing unit costs, and maintaining our high standards of customer service.

Key Responsibilities

Drive KPIs in day-to-day operations across fulfillment, support, and customer-facing teams.

Audit current processes and lead end-to-end redesign of operational workflows.

Identify and implement process improvements that reduce cost, increase speed, and maintain quality.

Standardize delivery playbooks and SOPs across teams and geographies.

Define and track KPIs related to efficiency, unit economics, SLAs, and customer satisfaction.

Drive operational excellence through automation, tools, and team alignment.

Manage and coach mid-level operational managers.

Act as a key voice in company leadership — bringing operational clarity to strategy discussions.

Build scalable systems to support growth while maintaining affordable service for customers.

What We're Looking For

Must-Have Experience :

7+ years leading operations in a tech-enabled services or SaaS environment

Proven success scaling operations while improving unit economics

Experience managing fulfillment and customer-facing service teams

Deep familiarity with service metrics (e.g., cost per order, time-to-fulfillment, CSAT, churn)

Comfortable going deep into processes, data, and team-level execution

Experience driving implementation of new tools / AI across organizations

Highly Desirable Experience :

Website building, marketing tech, or agency / managed service background

Lean, Six Sigma, or other process improvement frameworks

Experience implementing AI or automation into workflows

Familiarity with tools like Zendesk, Notion, Airtable, Slack, Asana, Jira

You Are :

A doer — not just a strategist

Detail-oriented and highly analytical

Obsessed with process, systems, and scalable solutions

A strong people leader who builds trust and sets high standards

Customer-centric — you care deeply about the experience we deliver

Great communicator

Why UENI?

Mission-driven company serving real-world entrepreneurs

Opportunity to reshape how digital services are delivered at scale

Work closely with a passionate founding team

Remote-friendly and flexible culture

Competitive compensation