Business Operations & Strategy Manager

Horatio is a high-growth BPO serving top venture-backed tech companies across the US, Dominican Republic, Colombia, and Honduras.

We are looking for an owner who can take a loosely defined company question and run it end to end: diagnose broken processes at the source, pipe multi-system data into Snowflake, and build the production dashboards founders use to steer the business. You won't just advise—you will fix upstream team workflows and write the queries yourself.

• Problem Framing & Data Mapping: Turn ambiguous, company-wide questions into concrete hypotheses, unit economics, and KPIs. Map where data lives across disparate systems (HR, WFM, client billing, payroll) and identify where figures conflict.
• Root-Cause Diagnosis & Source Fixes: Go upstream into operational workflows (e.g., how Ops updates Rippling or how WFM logs agent hours) to separate symptoms from root causes and fix errors where they originate.
• Process & Systems Architecture: Redesign cross-functional processes alongside Ops, IT, and Finance—accounting for downstream effects on system settings, user permissions, and security.
• Solution Design & Financial Modeling: Model business cases, unit-cost scenarios, and operational programs (such as account-level margin bonus structures) complete with clear assumptions, budgets, and timelines.
• Executive Buy-In & Communication: Build concise, decision-ready proposals and 1-page memos for founders and the C-suite, proactively neutralizing objections to secure decisions in a single review cycle.
• Hands-on Data & Dashboard Build: Write the queries, cut the data, and connect operational systems into Snowflake. Build self-serve, repeatable dashboards (Tableau, Power BI, Looker Studio) that explain why numbers move, not just what they are.
• Cross-Functional Execution & Adoption: Drive rollouts with teams that do not report to you, set accountability cadences, and train frontline managers so new processes stick long after launch.
• Vendor & Tooling Strategy: Evaluate, negotiate, and implement third-party software and platforms that drive operational leverage, capacity gains, and margin expansion.
• Playbook Development: Synthesize learnings, edge cases, and wins across diverse client accounts into scalable operational playbooks.

• 5–8 years in BizOps, Strategy & Operations, or Management Consulting with heavy analytical and operating exposure. Labor-driven business experience (BPO, staffing, contact centers) preferred.
• Hands-on Data Fluency: Expert Excel/Sheets, strong SQL, and proven experience building production BI dashboards. Comfortable with Snowflake.
• Workflow Engineering: Track record of getting teams that don’t report to you (Ops, IT, Finance) to alter daily processes.
• Executive Communication: Able to write crisp 1-page decision memos and run single-cycle founder reviews.
• Languages & Education: Fluent English required; Spanish strongly preferred. Bachelor’s degree in Business, Finance, Engineering, or a related field.