As the VP of Global Operations & Client Onboarding, you will serve as the executive operational leader responsible for the execution of our global operational vision. You will bridge high-touch technical client onboarding with high-volume contact center operations. This role reports directly to the Sr VP Global Operations, who is based in the US.
Managing a highly regulated, complex data environment, you will drive operational efficiencies, accelerate client Time-to-Value (TTV), uphold rigorous SLAs, ensure data reliability, and build an environment that delivers an exceptional customer experience.
What You'll Do
- Front-Line Operational Delivery: Support direct end-to-end operational delivery across assigned departmental service lines, ensuring tasks are completed accurately and on schedule.
- Quality & Predictability: Monitor day-to-day team performance with an eye on task accuracy, cycle-time speed, and output predictability across all service queues.
- Direct Team Supervision: Lead daily huddles, assign work tickets, and manage real-time queue performance for front-line onboarding and contact center staff.
- Real-Time SLA & Queue Monitoring: Monitor active call/chat queues and implementation pipelines, stepping in to reallocate resources to meet response and resolution targets.
- Quality Assurance & Coaching: Conduct quality checks on communications and technical setups, providing actionable feedback and coaching to team members.
- Process Adherence: Ensure the team consistently follows established operating procedures, security guidelines, and data governance standards.
- Cross-Shift/Team Coordination: Coordinate with peers and US team leads to hand off escalated client cases and maintain smooth operational continuity.
- Team Engagement: Foster a positive, productive team environment through active support, conflict resolution, and performance recognition.
What Experience You Need
- Front-Line Leadership: 7+ years of experience managing customer support, or technical onboarding environment.
- Education: Associate’s or Bachelor’s degree in Business, Systems, or a related field. (must)
- Technical & Queue Familiarity: Practical experience working with CRM/ticketing (Salesforce) platforms, telephony software, and data management systems.
- Coaching & Quality Control: Demonstrated ability to perform QA reviews, mentor teams, and deliver constructive performance feedback.
- Problem-Solving Skills: Strong capability to troubleshoot live client escalations and resolve technical or procedural roadblocks quickly.
- Communication Skills: Excellent verbal and written communication skills in both English and Spanish to interact effectively with US counterparts and local teams.
- AI & Automation Implementation: Proven experience identifying and implementing AI-driven automation solutions to optimize workflows within a large-scale customer support or client implementation organization.
Primary Location:
CRI-HerediaFunction:
Function - Fulfillment / OperationsSchedule:
Full timeSkills Required
- 7+ years managing customer support or technical onboarding environments
- Associate's or Bachelor's degree in Business, Systems, or a related field
- Practical experience with CRM or ticketing platforms, including Salesforce
- Experience with telephony software and data management systems
- Ability to perform quality assurance reviews, mentor teams, and provide constructive performance feedback
- Strong ability to troubleshoot live client escalations and resolve technical or procedural roadblocks
- Excellent verbal and written communication skills in English and Spanish
- Experience identifying and implementing AI-driven automation solutions in customer support or client implementation operations
Equifax Inc. Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Equifax Inc. and has not been reviewed or approved by Equifax Inc..
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Retirement Support — Savings programs include a 401(k) with company matching and, in some contexts, profit-sharing or pension components. These are described as solid parts of the total package.
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Parental & Family Support — Programs include paid parental leave for birth and non-birthing parents and adoption assistance. Company materials highlight these benefits as part of a family-supportive offering.
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Flexible Benefits — Multiple medical plan choices, dental and vision options, FSAs/HSAs, and voluntary supplemental coverages enable customization. The company publishes plan summaries and SPDs to help compare cost and coverage by location and tier.
Equifax Inc. Insights
What We Do
At Equifax (NYSE: EFX), we believe knowledge drives progress. As a global data, analytics, and technology company, we play an essential role in the global economy by helping financial institutions, companies, employers, and government agencies make critical decisions with greater confidence. Our unique blend of differentiated data, analytics, and cloud technology drives insights to power decisions to move people forward. Headquartered in Atlanta and supported by nearly 15,000 employees worldwide, Equifax operates or has investments in 24 countries in North America, Central and South America, Europe, and the Asia Pacific region. For more information, visit Equifax.com.
