Senior Operations Manager / District Manager - Orange Walk

About the role

Fusion CX is hiring a Senior Operations Manager / District Manager in Orange Walk, Belize, to lead operational strategy and execution across multiple sites or programs within the assigned district. The role is accountable for productivity, service delivery, financial performance and talent development, and suits professionals seeking BPO management or call center leadership positions.

Key responsibilities

• Develop and execute district-wide operational strategies aligned with organizational goals, financial targets and client SLAs, and set performance objectives across sites
• Lead capacity planning, workforce forecasting and resource allocation, and run regular performance reviews with root cause analysis and corrective actions
• Manage, coach and develop a team of Operations Managers, design succession planning, lead performance evaluations and oversee disciplinary processes with HR
• Own the district's P&L, monitor budgets, review and approve payroll data, prepare financial projections and conduct cost-benefit analyses
• Serve as the senior escalation point for client relationships, support business development and represent the company in client meetings
• Compile performance reports and dashboards, oversee call volume projections and scheduling models, and ensure compliance with policies and regulations
• Drive process improvements, implement new systems and tools, and stay current on industry trends

Required profile

• Bachelor's degree in Business Administration, Operations Management or a related field; an MBA or equivalent is preferred
• At least 5 years of progressive operations management experience, including 2 years in a multi-site, district or regional management role
• Proven track record of managing Operations Managers or equivalent direct reports
• Fluency in English (verbal and written)

Required skills

• P&L management, financial planning and budget oversight at district level
• Staffing, scheduling and workforce planning; people management and succession planning
• Process improvement and operational excellence methodologies
• Strategic planning, performance management and KPI-driven accountability
• Client relationship management and SLA governance
• Proficiency in Microsoft Office Suite and operational management platforms; workforce management tools preferred

The position is based in Orange Walk, Belize, and the listing was posted on 22 October 2026.