Business Operations & Strategy Manager

Position Summary 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. Key Responsibilities 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. Required Skills & Experience 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.