Job Details

- Location: Onsite Monterrey
- Employment Type: Contractor Mode
- Compensation: $40,000 - $45,000 MXN

About the role Amalga launches new client programs across customer care, back office and specialised support. Every launch touches Sales, Operations, Talent Acquisition, HR, IT, Training and Finance — and today no single person owns the path from 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 eleven-phase model running roughly twelve weeks from selection through to steady state, with formal readiness gates at each stage. You will run the plan, chase the dependencies, hold the gates, and hand a working program over to Operations. This is a new position, so you will not only run launches — you will build the function.

It suits someone who likes order in a place that does not have much of it yet, and who is comfortable telling a room of senior people that a launch is not ready.

What you will own

- The integrated launch plan: One schedule, one set of milestones, one source of truth across every function.
- Readiness gates: You decide, on evidence, whether a launch moves from transition to training, from training to go-live, and from nesting to steady state.

- Governance: Kickoff, cadence, status reporting, escalation paths, and the RAID and decision logs behind them.
- Client-side dependencies: Approvals, system access, SMEs, training materials and data — tracked, chased, and documented when they slip.
- Go-live and hypercare:

The command centre, the daily reviews, issue triage, and the exit criteria that close hypercare.

- The handover: Transition to business-as-usual, and the retrospective that makes the next launch better than the last.

Key responsibilities

Plan and govern

- Build and maintain the integrated implementation plan, milestones, critical path and dependencies for each launch.

- Run internal and client kickoff meetings; establish the governance cadence,



reporting format and escalation path.
- Maintain the RAID log and decision log; drive items to closure rather than simply recording them.
- Produce weekly status for internal leadership and the client, and a monthly summary for the executive sponsor.

Drive readiness

- Own the phase checklists and confirm each item has a named owner, a due date and evidence of completion.
- Chair readiness reviews and make a documented go / no-go recommendation at each gate.

- Coordinate across Talent Acquisition, HR, IT, Training, WFM and Finance to keep recruiting, access, curriculum, staffing and commercial setup on the same schedule.
- Track and escalate client obligations, and record client-caused delay distinctly from internal delay.

Launch and stabilise

- Run the go-live checklist and command centre; manage launch-day communication, triage and escalation.
- Monitor service level, quality and system stability through hypercare against defined exit criteria.

- Transfer ownership to steady-state operations with a completed handover, open items assigned and formal client acceptance.

Improve the system

- Run a structured retrospective after every launch and convert findings into changes to the standard model.

- Maintain the onboarding toolkit — templates, checklists, RACI and KPI definitions — as the single company standard.
- Migrate and maintain the launch process in monday.com, building reusable templates so each launch starts from a known baseline rather than a blank page.

Required qualifications (Every item below is a genuine requirement.



We will test each one in the process.)

- 3–4+ years managing projects or client implementations in a PMO, transition, or program management capacity — including at least two years running projects end to end as the accountable owner.

- English at C1 or above, written and spoken. You will run meetings and write status reports for US-based client executives. This will be assessed live.
- Demonstrated proficiency with project management tooling (monday.com, MS Project, Smartsheet, Asana, Jira, Wrike or equivalent).

- Advanced Excel or Google Sheets: multi-tab workbooks, lookups, conditional logic, and dashboards built on formulas rather than manual updates.
- Experience coordinating cross-functional stakeholders who do not report to you, and holding them to committed dates.
- Available to work in a hybrid pattern — on site with the team as launches require, remote otherwise.

On-site presence is expected during kickoff, go-live week and hypercare.

- Available for occasional extended hours during go-live windows, aligned to US client time zones.

Preferred qualifications

- Background in BPO, contact centre, shared services or outsourced operations, and familiarity with ramp, nesting and steady-state concepts.
- Direct experience with client-facing implementations or transitions, as opposed to internal projects only.

- Working knowledge of contact centre metrics (service level, AHT, quality, adherence, shrinkage, attrition) sufficient to challenge a reporting definition.
- Familiarity with workforce and hiring processes: demand planning, recruiting funnels, onboarding and training cycles.
- Exposure to ISO 27001, SOC 2 or similar control environments, and comfort producing evidence for audit.

- Professional Spanish, for work with our internal teams.
- PMP, PRINCE2, CAPM, Agile or Six Sigma certification.
- Experience introducing a process into an organisation that did not previously have one.

📌 Onboarding Program Manager (PMO Lead) (Monterrey)
🏢 Amalga Group
📍 Monterrey