Technology Services Supervisor at PuzzleHR

United States

Description Opportunity for Colombia - working remote! Job Summary The Technology Services Supervisor is responsible for the operational oversight and frontline leadership of our RPA service delivery and ensuring the successful execution of technical projects from intake through closure. This role ensures high-quality client service delivery by overseeing day-to-day project work, driving team performance, and proactively identifying service gaps or client risks. The Technology Services Supervisor serves as a key escalation point for client issues, operational challenges, and delivery risks, ensuring a high-quality client experience while driving operational efficiency and continuous improvement. Job Duties Directly recruit, oversee, coach, and support a team of Intake Specialists (PMs) and RPA Engineers. Monitor and manage project workload distribution to ensure timely delivery of contracted services while balancing team capacity. Ensure consistent delivery against SLAs, KPIs and contractual obligations Drive accountability and performance management through one-on-ones, progress check-ins, and adherence to KPIs. Serve as an escalation point for client-related challenges and lead the planning of resolution. Contribute to process improvement, automation efforts, and SOP development for the team. Contribute strategic initiatives to improve service delivery, automate repetitive tasks, and enhance client engagement. Support hiring, onboarding, and development of team members to ensure strong technical and client-facing capabilities. Build strong client relationships through proactive communication and issue resolution Provide insight into team capacity, project forecasting, and resource planning. Partner with Sales to provide pre-sales support, review ASA scope and ensure projects are priced accurately to maintain project profit-margin. Foster a team culture of collaboration, accountability, ownership and continuous improvement. Other duties as assigned. Required Skills Three (3) + years of experience in an operations, implementation, or client-facing services role. Proven experience leading project-based teams or managing multiple priorities in a fast-paced, client-facing environment. Familiarity with project management, process improvement, and the agile methodology. Experience with resource planning, capacity management, and project forecasting. Strong communication and problem-solving skills, with the ability to manage escalations calmly and professionally. Ability to manage competing priorities, coach team members, and enforce standards that ensure client experience consistency. Excellent written and oral communication skills. Ability to deliver clear and effective presentations. Ability to appropriately handle sensitive and confidential information. Education and Experience A bachelor's degree and/or a minimum of three (3) years of related experience preferred. A minimum of one (1) year of supervisory experience in a fast-paced and/or technical environment preferred. Demonstrated process improvement, design, and application is preferred. Physical Requirements Prolonged periods of sitting at a desk and working on a computer. Must be able to move up to 15 pounds at times. Must be able to participate in video conferences/meetings. We are an equal opportunity employer and do not discriminate based on race, color, religion, sex, national origin, age, disability, genetic information, or any other protected status under applicable law. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this role.