Senior Director, Agentic Managed Services

Responsibilities

• Lead the recruitment, hiring, and development of the LATAM managed services delivery team to support global client engagements.
• Own day-to-day delivery quality, ensuring SLA attainment, client satisfaction, and performance against contracted outcomes.
• Oversee the agent-first delivery model, managing human oversight for AI agent exceptions, model behavior validation, and continuous improvement.
• Act as the operational escalation point for the LATAM team, triaging delivery issues and leading incident responses.
• Manage financial performance and unit economics, identifying opportunities to optimize the human-to-client ratio through automation and process maturity.
• Partner with engineering leadership to influence the agent-first delivery roadmap and document best practices and runbooks.

Requirements

• 15+ years of professional experience, including 8+ years leading managed services, BPO operations, or outsourced business process delivery teams.
• Proven track record of operating SLA-based services at scale and managing multi-client portfolios.
• Strong financial acumen with experience tracking unit economics and staffing-level assumptions.
• Familiarity with AI operations, including concepts such as model drift, prompt management, observability, and evaluation frameworks.
• Full professional fluency in both English and Spanish (written and spoken) is required.
• Demonstrated experience building and leading high-performing remote delivery teams from the ground up.

About the Company

Slalom is a fiercely human business and technology consulting company that leads with outcomes to bring more value, in all ways, always. From strategy through delivery, our agile teams partner with clients to co-create powerful customer experiences, modern ways of working, and meaningful impact.