About the Role
Amalga is launching new client programs across customer care, back office, and specialized support. Currently, no single person owns the path from a signed contract to a stable, performing program—that is the role we are hiring.
You will own our client onboarding lifecycle end-to-end: an 11-phase model running roughly 12 weeks from selection to steady state. You will run the plan, chase dependencies, hold readiness gates, and hand a working program over to Operations. As this is a new position, you will not only run launches, but you will also build the function. This suits someone who creates order out of ambiguity and is comfortable telling a room of senior leaders that a launch is not ready.
What You Will Own & Do
- Integrated Launch Plans: Serve as the single source of truth across Sales, Ops, Talent Acquisition, HR, IT, and Finance.
- Readiness Gates: Decide, based on evidence, whether a launch moves from transition to training, go-live, and steady state.
- Governance & Reporting: Run internal and client kickoffs, establish cadences, maintain RAID logs, and produce weekly leadership status reports.
- Go-Live & Hypercare: Manage the command center, daily reviews, issue triage, and the exit criteria that close hypercare.
- Process Improvement: Migrate and maintain the launch process in monday.com, build reusable templates, and run structured retrospectives after every launch.
- Cross-Functional Accountability: Track and escalate client-side dependencies (approvals, system access, data) and keep internal recruiting and IT on schedule.
Required Qualifications (Every item below is a genuine requirement and will be tested during the interview process)
- Experience: 3–4+ years managing projects or client implementations, including at least 2 years running projects end-to-end as the accountable owner.
- Language: English at C1 or above (written and spoken). You will run meetings for US-based executives. This will be assessed live.
- Project Tools: Demonstrated proficiency building plans, dependencies, and dashboards in monday.com, MS Project, Smartsheet, Asana, Jira, or equivalent.
- Data Skills: Advanced Excel/Google Sheets (multi-tab workbooks, lookups, conditional logic, formula-based dashboards).
- Leadership: Experience coordinating and holding accountable cross-functional stakeholders who do not report to you.
- Availability: Available to work full-time on-site, with flexibility for occasional extended hours aligned to US time zones during critical go-live windows.
Preferred Qualifications
- Background in BPO, contact center, shared services, or outsourced operations.
- Direct experience with client-facing implementations and transitions.
- Working knowledge of contact center metrics (SLA, AHT, shrinkage, attrition) and WFM processes (demand planning, recruiting funnels).
- Exposure to ISO 27001, SOC 2, or similar control environments.
- Professional Spanish for collaboration with internal teams.
- PMP, PRINCE2, CAPM, Agile, or Six Sigma certification.
- Experience introducing structured processes into an organization from scratch.
Job Type: Full-time
Pay: $40,000.00 - $50,000.00 per month
Work Location: In person
