Customer Operations Manager

Description

The role that transforms operational chaos into competitive advantage · Mexico City · Hybrid **01 ROLE INTRODUCTION** Are you the person who should already exist in our company? At Futura, we digitize clinical laboratory supply chains. Every doctor we serve trusts that their patients receive the correct results, at the right time. Behind that lies an operation that already exists, functions, and needs to scale. This role exists because building systems that become increasingly efficient on their own is fundamentally different from managing operations designed by others. We seek someone who hasn’t yet performed this exact work—but who can learn it faster than anyone who has done it their entire life. If you’ve worked in consulting, investment banking, special projects with a C\-level executive, or at a startup where you had to invent the process while executing it—this role is for you. * Company: Futura Labs * Role: Customer Operations Manager * Reports to: Founder / CEO * Location: Mexico City * Work Mode: Hybrid * Seniority: Mid\-Senior **02 THE ROLE** **You don’t manage—you design how the company scales**. This is not a management role. You own the end\-to\-end operations cycle—from case planning through product delivery with zero errors. The success standard is clear: the system must function increasingly well with less human intervention. **03 WHAT WILL YOU DO IN THIS ROLE?** * **Planning — B2B and B2C Aligner Planning & Design**: You design case planning workflows for B2B clients (clinics, partner labs) and B2C clients (independent doctors), ensuring differentiated response times per segment. You define production prioritization logic: which case enters first, why, and based on what criteria—and convert it into a replicable process your team operates without you. You coordinate with CAD/CAM design and production teams to ensure planning translates customer expectations into realistic, achievable workloads. You monitor Planning KPIs: lead time by case type, on\-time delivery rate, and % of replans. * **Support \& Friction Reduction**: You treat every ticket as a signal: identify root causes, propose structural improvements, and aim for most cases to resolve themselves. You track % of tickets by category as a health metric: if it rises, you investigate; if it falls, you understand why and replicate it. You design automated support flows—human intervention is the exception, not the rule. You close the loop with the customer: ensure each resolved case generates institutional learning—not just a closed ticket. * **CAD/CAM Design — Internal Team Management**: You define and maintain quality standards and delivery timelines for the internal CAD/CAM design team: what is acceptable, what is not, and how it’s measured. You monitor team productivity: cases designed per designer per day, review/rejection rate, and average time per part type. You identify automation opportunities within the design workflow—what steps can be accelerated using AI, specialized software, or standardized case libraries. You coordinate with production and planning to ensure CAD/CAM output feeds the chain without bottlenecks. * **Systems and Process Design**: You build systems that transform chaotic operations into replicable, scalable processes—in Mexico and Colombia. You document and standardize operational playbooks so they perform identically regardless of who executes them. You proactively identify operational breaking points before they become crises: you define early warning alerts and control dashboards. You lead adoption of the systems you design: go to the ground, accompany teams, and ensure systems aren’t left unused in folders. * **Continuous Improvement**: You systematically review key operational metrics and prioritize improvement initiatives based on impact and effort. You implement formal feedback cycles with the operations team: what works, what breaks, what can be simplified. You track % of automated processes as a measure of operational maturity—and increase it quarter\-on\-quarter. You manage relationships with technology and tool vendors when applicable, ensuring every investment translates into measurable efficiency. **04 IDEAL CANDIDATE PROFILE** * Education: Industrial Engineering, Economics, Actuarial Science, Business Administration (analytical profile). * Prior roles: Consultant at strategy firms (McKinsey, Bain, BCG, EY\-Parthenon), investment banking, special projects with C\-level executives, junior chief of staff, or early hires at startups. * Ideal environments: Strategy consulting, Series A\-C startups, manufacturing or healthcare companies with strong data\-driven cultures. * Tools: Advanced Excel / Google Sheets, basic\-intermediate SQL, Notion or PM tools. Generative AI as a daily working tool. * Personality: Thinks structurally, acts quickly. Feels uncomfortable without clarity. Converts ambiguous conversations into actionable plans. **What you define as success**: The planning operation runs without you—and when something fails, you know before anyone else. CAD/CAM designers have clear standards, and production KPIs improve month\-on\-month. Support resolves itself increasingly—tickets decline because you addressed their root causes. Each quarter, the % of automated processes increases and average lead time decreases. **Your operating style**: If data doesn’t exist, you find it. If it doesn’t exist at all, you build it. Your proposals include context, alternatives, and recommendations. You don’t wait for instructions—you propose and ask for validation. You prefer boring, functional processes over brilliant, one\-off ideas. **05 REQUIREMENTS \+ COMPETENCIES — ESSENTIAL** * 1\-4 years of experience in analytically demanding or execution\-intensive roles (consulting, banking, startup ops, special projects). * Demonstrated ability to structure complex problems and convert them into concrete action plans. * Experience designing or improving operational processes with measurable impact. * Advanced spreadsheet and data analysis skills for decision\-making. * Ability to communicate ideas clearly upward (to Founder) and downward (to operations team). * Intermediate\-advanced English for reading and written communication. * Availability for hybrid role in CDMX with occasional travel to Colombia. **Desirable** * Experience automating processes using no\-code tools (Zapier, Make) or basic coding. * Basic or intermediate SQL to query data directly without relying on another team. * Experience leading people or cross\-functional projects—even informally. * Prior experience in manufacturing, healthcare, logistics, or B2B SaaS. * Familiarity with dental or orthodontic CAD/CAM software (not required, but a plus). **06 FUTURA CORE COMPETENCIES** * **Radical Ownership**: If something is outdated, broken, or unowned—it’s yours. No excuses, only solutions. * **Hyper\-Focus and Speed**: You execute with calm urgency. You know the single action today that moves the needle most—and you prioritize it. * **You Build Systems**: If something works more than twice, you turn it into a replicable process. You prefer boring, functional processes over brilliant, one\-off ideas. * **Data Leads**: Every proposal includes data—or a plan to obtain it. You distinguish evidence from anecdote. * **We Operate From the Ground Up**: You go to the ground to understand how things truly happen before proposing how to improve them. * **Impactful Communication**: Meetings you lead end with actionable items, owners, and deadlines. You communicate clearly upward and downward. **07 WHAT YOU GAIN?** * Competitive compensation: TBD, commensurate with experience. * Direct impact: You report to the Founder. Your decisions shape how the operation—and the company—scale. * Accelerated learning: Startup pace—12 months here equals 3 years of corporate experience. * Premium benefits: Above legal requirements, grocery vouchers, and performance\-based salary reviews. If you can walk into an ambiguous meeting, walk out with an action plan, and execute it solo—this role is for you. At Futura, we digitize healthcare. Every process you build here impacts thousands of patients. Workplace: On\-site employment