Associate Director, Operations Global Delivery

Kepler executes engineered marketing, where every message and ad delivered helps create a more personalized and productive relationship between brands and their consumers. We do this by acting as clients’ agency of record, as their in-house team, or some hybrid of the two – and by harnessing data and technology across all paid digital media and data-driven CRM channels.

Kepler prides itself on being a great place to work. In fact, we’re proud to share that AdAge recognized Kepler among the Best Place to Work in 2022, validating our investment in our team and our clients.

• We're transparent with our employees. You'll hear updates on company financials, how we're performing against bonus goals, and how we're responding to challenges we face. 
• We're growing. For you, that means unparalleled growth opportunities and a role in shaping the direction of the company. 
• We're fun. You'll work with and learn from the smartest people in the industry and have a blast doing it. 

Role Overview: 

The Operations Associate Director manages operational governance and alignment for the Costa Rica hub. You will partner with regional and global leadership to turn strategic goals into efficient workflows, ensure consistent delivery, and provide clear performance data. Your focus is on maintaining a stable, scalable, and high-performing operation.

Key Responsabilities:
Delivery Governance & Operational Oversight:

• Monitor and maintain operational health across teams within the Costa Rica hub.
• Ensure adherence to SOPs and operational standards while identifying process gaps and improvement opportunities.
• Partner with managers and leadership teams to improve operational efficiency and team performance.
• Identify operational risks, workload imbalances, and peak-demand challenges while proposing scalable solutions.
• Support the rollout of new global functions, workflows, and operational initiatives locally.
• Maintain reporting structures that provide leadership with clear operational visibility and performance insights.
• Support initiatives focused on improving operational efficiency and delivery performance.

Process & Organizational Alignment:

• Partner with HR and leadership teams on workforce planning and organizational changes.
• Analyze operational trends and provide insights to support decision-making.
• Ensure local operational processes align with global standards and best practices.
• Support onboarding and operational integration for new team members and functions.
• Contribute to maintaining a consistent and positive employee experience across teams.

People Operations Support:

• Track delivery risks and identify areas for operational improvement.
• Collaborate with managers to identify training and development opportunities.
• Ensure managers have the documentation, tools, and operational support needed to lead their teams effectively.

Global Collaboration:

• Partner with global and regional teams to share operational best practices.
• Support alignment and consistency across international hubs and operational functions.

Must Have Qualifications:

• 5+ years of experience in operations management, business operations, delivery governance, or related leadership roles.
• Strong experience driving operational excellence, process improvement, and workflow optimization.
• Experience working with cross-functional and global stakeholders.
• Proven ability to manage operational risks, performance tracking, and process standardization.
• Strong communication, collaboration, and stakeholder management skills.
• Experience using operational data and metrics to support business decisions.
• Strong conflict resolution and problem-solving capabilities.
• Advanced English proficiency, both written and verbal (B2+/C1 level). 
• Ability to thrive in fast-paced and evolving environments.