Director, Liberty Business Operations and Governance

What's The Role The Director, Liberty Business Operations & Governance leads the strategic direction, governance, and optimization of the B2B operating model to enable profitable growth, operational excellence, and superior customer outcomes. As a member of the country leadership team, the Director aligns people, process, technology, data, and controls to deliver exceptional customer experiences, strong financial performance, and regulatory compliance.

The role drives transformation and continuous improvement through digital, automation, and AI adoption, and fosters a culture of accountability, innovation, and execution excellence.

What You'll Do

Own the end-to-end B2B operating model, including process design, order-to-cash, customer onboarding, and contract lifecycle management. Drive continuous process improvement by applying Lean, Six Sigma, ITIL v4, and Agile methodologies as appropriate to each workstream. Own the end-to-end post-sale customer journey across the B2B portfolio, spanning implementation, service assurance, NOC coordination, escalation management, and account health.

Lead the B2B operations, customer support, and back-office teams, and cultivate a culture of accountability, service excellence, safety, and continuous improvement. Design and continuously refine B2B reporting across pipeline, bookings, revenue, cost-to-serve, churn, NPS/CSAT, and executive dashboards, all anchored to a single source of truth.

Lead the CRM strategy and roadmap, including Salesforce (or equivalent) administration, data quality, user adoption, and integration with billing, BSS/OSS, and financial systems. Modernize the B2B technology stack (CRM, ITSM, reporting, and RPA) with a deliberate bias toward automation and AI-augmented operations. Anchor the SOX and Internal Controls over Financial Reporting (ICFR) agenda for B2B, covering revenue recognition, credit and collections, deal-desk governance, evidence trails, and control testing, in partnership with Finance, Internal Audit, and Compliance.

Serve as the primary B2B interface with Internal Audit, External Audit, Compliance, and Regulatory functions, including TATT engagements on operational matters. Own vendor and partner operational governance, including SLA enforcement, invoice reconciliation, and margin protection across hyper-scaler and third-party partnerships.

Drive alignment across Sales, Marketing, Finance, Technology, People, and Legal to ensure that commitments made by Sales are fully supportable by Delivery and Finance. Lead the B2B PMO for cross-functional programs, including billing modernization, CRM upgrades, systems integration, SOX remediation, and service-delivery transformation.

Manage the AWS partnership for the Trinidad market, including go-to-market execution, sales enablement, technical pre-sales support, solution architecture alignment, partner program compliance, co-selling motions, and post-sale customer support for AWS-based solutions Support the Country Manager and the peer Director, Liberty Business Sales & Commercial Growth, with commercial insight, deal-desk oversight, and operational-readiness reviews for major bids and Government tenders.

What You'll Need

Bachelor's Degree in Business Administration, Engineering, Information Systems, Finance, Management, or a related discipline. Master's Degree and/or MBA preferred. Lean Six Sigma certification preferred. ITIL v4 certification preferred. PMP, PRINCE2, Agile, or equivalent project management certification preferred. Salesforce Administrator certification or equivalent CRM certification preferred.

CIA, CISA, CPA, ACCA, or other governance, audit, risk, or compliance-related qualifications are highly desirable. Demonstrated proficiency in data analytics, reporting, digital transformation, automation, and AI-enabled productivity tools. Who We Are We are the leading telecommunications company, connecting more than 40 markets in Latin America and the Caribbean with our video, broadband internet, telephony, and mobile services under the consumer brands Liberty Latin America, Liberty Caribbean, Liberty Business, Liberty Caribbean ICT, Bahamas Telecommunication (BTC), FLOW, Liberty Networks, Liberty Communications(Puerto Rico & USVI), Liberty Costa Rica, and Más Móvil.

We started small, and now we’re growing. We’re excited about the future as we strive to unlock opportunities in the región Why Join Us Technology excites us, enables us, and drives us. We´re proud of the services we provide, the markets that we serve, and our people coming together to enhance our customers´ lives with technology so that they can connect, work, live and play without missing a beat.

Throughout Liberty Latin America, our passion and pride are brought to life through our shared vision to bring innovation that will create moments that matter to our customers, delivering growth in our markets with one vision, one culture, and one team. Liberty Latin America provides equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state, and/or local laws.

#LI-KW1 What You'll Do Own the end-to-end B2B operating model, including process design, order-to-cash, customer onboarding, and contract lifecycle management. Drive continuous process improvement by applying Lean, Six Sigma, ITIL v4, and Agile methodologies as appropriate to each workstream. Own the end-to-end post-sale customer journey across the B2B portfolio, spanning implementation, service assurance, NOC coordination, escalation management, and account health.

Lead the B2B operations, customer support, and back-office teams, and cultivate a culture of accountability, service excellence, safety, and continuous improvement. Design and continuously refine B2B reporting across pipeline, bookings, revenue, cost-to-serve, churn, NPS/CSAT, and executive dashboards, all anchored to a single source of truth.

Lead the CRM strategy and roadmap, including Salesforce (or equivalent) administration, data quality, user adoption, and integration with billing, BSS/OSS, and financial systems. Modernize the B2B technology stack (CRM, ITSM, reporting, and RPA) with a deliberate bias toward automation and AI-augmented operations. Anchor the SOX and Internal Controls over Financial Reporting (ICFR) agenda for B2B, covering revenue recognition, credit and collections, deal-desk governance, evidence trails, and control testing, in partnership with Finance, Internal Audit, and Compliance.

Serve as the primary B2B interface with Internal Audit, External Audit, Compliance, and Regulatory functions, including TATT engagements on operational matters. Own vendor and partner operational governance, including SLA enforcement, invoice reconciliation, and margin protection across hyper-scaler and third-party partnerships.

Drive alignment across Sales, Marketing, Finance, Technology, People, and Legal to ensure that commitments made by Sales are fully supportable by Delivery and Finance. Lead the B2B PMO for cross-functional programs, including billing modernization, CRM upgrades, systems integration, SOX remediation, and service-delivery transformation.

Manage the AWS partnership for the Trinidad market, including go-to-market execution, sales enablement, technical pre-sales support, solution architecture alignment, partner program compliance, co-selling motions, and post-sale customer support for AWS-based solutions Support the Country Manager and the peer Director, Liberty Business Sales & Commercial Growth, with commercial insight, deal-desk oversight, and operational-readiness reviews for major bids and Government tenders.

What You'll Need

Bachelor's Degree in Business Administration, Engineering, Information Systems, Finance, Management, or a related discipline. Master's Degree and/or MBA preferred. Lean Six Sigma certification preferred. ITIL v4 certification preferred. PMP, PRINCE2, Agile, or equivalent project management certification preferred. Salesforce Administrator certification or equivalent CRM certification preferred.

CIA, CISA, CPA, ACCA, or other governance, audit, risk, or compliance-related qualifications are highly desirable. Demonstrated proficiency in data analytics, reporting, digital transformation, automation, and AI-enabled productivity tools. Who We Are We are the leading telecommunications company, connecting more than 40 markets in Latin America and the Caribbean with our video, broadband internet, telephony, and mobile services under the consumer brands Liberty Latin America, Liberty Caribbean, Liberty Business, Liberty Caribbean ICT, Bahamas Telecommunication (BTC), FLOW, Liberty Networks, Liberty Communications(Puerto Rico & USVI), Liberty Costa Rica, and Más Móvil.

We started small, and now we’re growing. We’re excited about the future as we strive to unlock opportunities in the región Why Join Us Technology excites us, enables us, and drives us. We´re proud of the services we provide, the markets that we serve, and our people coming together to enhance our customers´ lives with technology so that they can connect, work, live and play without missing a beat.

Throughout Liberty Latin America, our passion and pride are brought to life through our shared vision to bring innovation that will create moments that matter to our customers, delivering growth in our markets with one vision, one culture, and one team. Liberty Latin America provides equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state, and/or local laws.

#LI-KW1