Director of Operations

PosiTrace by Global Fleet Management is a rapidly growing Canadian SaaS company specializing in GPS tracking, with a global footprint.This role serves as the most senior in-country operations leader, reporting to the General Manager for Mexico. The Director of Operations will drive operational excellence across implementation, field operations, and monitoring functions. The core focus is on scaling service delivery through automation and process optimization, owning the end-to-end operational experience (especially for Enterprise clients), and building systems that enable sustainable growth.Key ResponsibilitiesStrategic Operations DevelopmentBuild scalable operational frameworks (e.g., internal vs. external technicians; Enterprise vs. SMB implementations) to support rapid growth.Maintain and continuously improve a holistic Operations KPI dashboard (tracking time, cost, quality, efficiency) for Senior Leadership.Partner with Engineering to identify and implement technology solutions that reduce manual work and improve reliability.Diagnose organizational challenges, develop solutions, and foster a culture of continuous improvement.Combine strategic leadership with hands-on implementation.Enterprise Implementation LeadershipProvide strategic oversight for Implementation Project Managers handling Enterprise projects.Make critical trade-off decisions (time, cost, quality) for the largest, most complex projects.Serve as the primary escalation point for operational issues from device installations.Intervene directly in complex client situations, including communication with senior customer management.External Network ManagementEvaluate, select, and onboard external installer partners across regions.Negotiate contracts, Service Level Agreements (SLAs), and build strategic relationships.Define and manage network performance KPIs (quality, cost, responsiveness).Ensure installer networks meet compliance with labor laws and liability requirements.Field OperationsOversee the in-house installer team and team lead.Make resource allocation decisions during capacity constraints or competing Enterprise priorities.Define and track installer performance metrics (efficiency, cost per installation, quality).Own travel cost budget management and policy compliance.Drive technical workflow optimization through process improvement and digital tools.Monitoring Operations & AutomationProvide strategic oversight for all monitoring operations and service delivery.Drive automation, outsourcing, and digital transformation initiatives to reduce manual touchpoints.Identify opportunities to enhance service capabilities through technology and process optimization.Measure and optimize service delivery metrics and operational performance.RequirementsFluent in English and Spanish8+ years of overall experience in operations management and leadership (preferably in technical services, logistics, or field operations).Proven track record managing complex, multi-stakeholder project implementations.Experience building and scaling operational processes through automation and technology.Strong analytical skills with the ability to define metrics and drive decisions from data.Excellent negotiation skills and experience managing vendor/partner relationships.Demonstrated ability to lead through influence across multiple teams.Technical aptitude for workflow optimization, preferably from an automotive-related field.Comfortable being the "face of the operations" for a 20+ team, remaining both strategic and hands-on.Proven people management experience with a track record of talent development and retention.Experience in fast-paced, international environments; automotive, fleet management, or IoT industry experience is preferred.Bachelor's degree in Engineering, Operations, Business, or a related field.What we offerFull timeMonday to FridayBased in Guadalajara or willing to relocate – this is an in-office positionFood vouchersLife insuranceMayor insuranceStarting salary at $70,000 MXN per monthWe recognize people to be a cornerstone of our continued success and offer long-term careers and competitive compensation packages and a great place to work, combined with the opportunity for personal and professional growth.