Role Description
The Director at Blih Ops - Global will lead on-site operations in Addis Ababa, Ethiopia in a full-time capacity, overseeing delivery pods and ensuring alignment with client expectations and SLAs. This role will define and refine operational strategy, champion automation-first approaches, and coordinate technology, QA, and back-office teams for consistent, high-quality execution. The Director will manage performance metrics, reporting, and continuous improvement initiatives, using data to drive decisions and enhance reliability and accountability. Day-to-day responsibilities include coaching and developing managers, fostering a culture of ownership and transparency, and collaborating with global clients to design pilot engagements and scale successful solutions. The position requires close partnership with internal and external stakeholders to maintain strong operational discipline while supporting innovation and growth.
Qualifications
- Proven experience in operations leadership, service delivery management, or outsourcing/managed services environments, with responsibility for multi-team or multi-region oversight.
- Strong background in process design and optimization, including structured workflows, automation-first practices, and continuous improvement frameworks (e.g., Lean, Six Sigma, or similar).
- Ability to manage technology-driven operations, collaborate with engineering and QA teams, and oversee implementation of tools and platforms that support scalable execution.
- Demonstrated skills in performance management, including setting KPIs and SLAs, tracking metrics, and using data-driven insights for decision-making and reporting to clients.
- Excellent stakeholder management capabilities, with experience engaging global clients, managing expectations, and building trusted long-term partnerships.
- Strong people leadership skills, including coaching, mentoring, conflict resolution, and building high-performing, accountable teams in fast-paced environments.
- Clear and effective communication skills in English, both written and verbal; additional languages are an advantage.
- Bachelor's degree in Business, Operations Management, Engineering, or a related field; advanced degree or relevant certifications (e.g., PMP, operations or quality certifications) are beneficial.
- Comfort with on-site leadership in Addis Ababa and the ability to work full time with occasional extended hours
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