General Manager, Colombia

Summary

We're seeking a dynamic, bilingual General Manager to serve as the on-site leader for our isolved South America operations in Medellín, Colombia. In this critical role, you'll act as a bridge between our U.S.-based cross-functional leadership team and our BPO partner (Solvo), driving alignment, accountability, and engagement across our growing nearshore workforce. This role is expected to report directly to the Chief Customer Success Officer, with dotted-line alignment to other key members of the executive leadership team.

The GM will serve as the senior-most leader on the ground, responsible for driving alignment between U.S.-based leadership and local operations, overseeing vendor performance, ensuring operational scalability, and building a high-performing technical and R&D talent hub. This role requires a dynamic leader who can balance day-to-day execution with long-term vision, helping isolved scale its global footprint while maintaining our culture, performance standards, and strategic focus

Core Job Duties

• Leadership Experience:10+ years in leadership roles within operations, shared
  services, HR business partnering, or vendor management. Proven ability to manage
  and scale teams, with experience in a fast-paced, matrixed environment.
• BPO/Outsourcing Expertise: Experience working with BPOs or nearshore talent
  delivery models is preferred, with a focus on vendor performance management.
• Language Proficiency: Fluency in both English and Spanish (written and spoken) is a
  must for effective communication with both local teams and U.S.-based leadership.
• Cross-Functional Leadership: Experience leading cross-functional teams and
  acting as a strategic liaison between operations, customer success, marketing,
  human resources, finance, and R&D.
• Data-Driven & Analytical: Data-savvy with the ability to analyze and present insights
  to executives. Strong grasp of KPIs, SLAs, and continuous process improvement in
  operations.
• Vendor & Stakeholder Management: Hands-on experience with vendor
  performance management, driving results through clear KPIs, regular touchpoints,
  and performance reviews.
• Operational & Cultural Leadership: Ability to provide on-the-ground leadership in
  Medellín, managing real-time issues, and ensuring strong cultural alignment across
  teams. Skilled at conflict resolution, fostering a collaborative environment with cross-functional partners.
• Growth & Retention: Proven experience scaling operations and maintaining growth
  targets (e.g., achieving 20% growth) while managing attrition and quality of hire.
• On-Site Presence: Based in Medellín, Colombia, and capable of working on-site full-time

Interaction

Regularly interacts with executives and significant customers. Interactions frequently involve special skills, such as negotiating with customers or management or attempting to influence senior-level leaders regarding matters of significance to the organization.

Supervision

Directs and controls the activities of a broad functional area, typically through several department managers within the company. Strong understanding of people management strategies and how to develop leaders in their function to be successful. Builds and supports high-functioning, motivated teams. Has overall control of planning, staffing, budgeting, managing expense priorities, and recommending and implementing method changes.

Experience

Typically requires a Bachelor's degree and 10+ years of direct experience, with 5+ years of leadership experience. It may require an advanced degree.

Scope

Participates with other senior managers to establish strategic plans and objectives. Makes final decisions on administrative or operational matters and ensures operations effectively achieve objectives. Able to lead and support their function while continually achieving impact and improvements across all areas.

Discretion

Erroneous decisions will seriously impact the overall success of functional, division, or company operations.

Minimum Qualifications

• Bachelor's degree required: advanced degree or technical background strongly preferred
• 10+ years of leadership experience
• 5+ years in managing offshore or global teams (preferably within R&D, Product, or Technical Operations).
• Proven success building or scaling a GCC or technical hub in India
• Strong understanding of India's tech landscape, talent markets, and business environment
• Excellent communication and collaboration skills with experience navigating cross-cultural, matrixed organizations

Location: Medellin, Colombia

Department: Customer Support

Reports To: Chief Customer Success Officer

About isolved South America's Initiative

At isolved, we believe talent knows no borders. Our isolved South America (iSA) operations are a vital extension of our business, and this role is instrumental in ensuring our people, performance, and purpose are fully aligned-regardless of geography. You'll help shape the future of how we deliver, support, and elevate talent in LATAM.

This role is expected to report directly to the Chief Customer Success Officer, with dotted-line alignment to other key members of the executive leadership team. This role requires a strategic thinker, cultural ambassador, and operational cross-functional leader who thrives in fast-paced, matrixed environments. You will be responsible for managing vendor performance, ensuring performance KPIs and SLAs are met, especially around attrition and product efficiency, embedding isolved's values, and creating a world-class employee experience.

About isolved

isolved is a provider of human capital management (HCM) solutions that help organizations recruit, retain, and elevate their workforce. More than 195,000 employers and 8 million employees rely on isolved's software and services to streamline human resource (HR) operations and deliver employee experiences that matter. isolved People Cloud™ is a unified yet modular HCM platform with built-in artificial intelligence (AI) and analytics that connects HR, payroll, benefits, and workforce and talent management into a single solution that drives better business outcomes. Through the Sidekick Advantage™, isolved also provides expert guidance, embedded services, and an engaged community that empowers People Heroes™ to grow their companies and careers. Learn more at www.isolvedhcm.com.

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