Company Overview
arrivia, Inc. is a market-leading travel and leisure provider with over $1 billion in annual sales, founded in 1996 as International Cruise and Excursions, Inc. (ICE). We deliver innovative travel-based loyalty, rewards, and incentive programs for some of the world’s most recognized brands. Headquartered in Scottsdale, Arizona, arrivia has over 2,200 employees across the U.S., Europe, Mexico, Australia, and India. Our Mexico City office opened in 2011 with 75 employees and has grown to over 500 associates.
Position Overview
The Site Director provides senior-level leadership and strategic oversight of
arrivia’s
Mexico City Contact Center. This role is responsible for ensuring a safe and supported workplace, cultivating a positive culture, overseeing HR and site operations, and managing the site budget. The Site Director acts as a cultural ambassador and operational leader, collaborating with global teams to align site priorities with company-wide objectives. This position is critical to ensuring the Mexico City office remains a high-performance organization and a “Best Place to Work.”
Key Responsibilities
Leadership
Provide high-level leadership for the Mexico office, mentoring and developing local leadership talent.
Act as a visible and approachable leader who builds morale, advocates for employees, and reinforces company values.
Drive employee engagement through recognition programs, site events, and inclusion initiatives.
Operations
Oversee day-to-day site operations, ensuring functionality, safety, compliance, and upkeep of facilities.
Manage vendor and supplier relationships, leases, maintenance, security, access, and business licenses.
Collaborate with IT to ensure system reliability, equipment support, and compliance with PCI/security requirements.
Ensure operational efficiency, cost management, and adherence to budgets.
Prepare for and potentially manage
multi-site operations, including
vendor performance oversight
and
expansion into regional BPO hubs.
Human Resources
Partner with HR leadership to implement site-level HR policies, workforce planning, and recruiting strategies.
Partner with recruiting support hiring and retention needs.
Oversee onboarding, orientation, employee relations, and offboarding processes.
Ensure compliance with Mexican labor law and general business regulations.
Maintain accurate HR records, policies, and employment agreements.
Budget Oversight
Own and manage the Mexico City site budget, including forecasting, reporting, and cost containment.
Approve significant facility and operational expenses.
Partner with Finance and global teams to align budgets with company objectives.
Cross-Functional Collaboration
Partner with global leadership in Operations, HR, Finance, IT, Training, and Legal to support site needs.
Serve as an operational liaison with local business partners and government agencies.
Provide strategic advice to senior leadership on market, labor, and regulatory dynamics.
Support business development and account management teams as needed to execute on program commitments.
Collaborate on
regional initiatives, including
evaluating and onboarding external BPO partners, and
supporting cross-site alignment across LATAM operations.
Qualifications
Education:
Bachelor’s degree in Business, Operations, HR, or a related field is required. An advanced degree is preferred.
Experience:
7+ years of progressive leadership experience in a contact center, BPO, or multinational site operations. Demonstrated ability to manage site-level HR, facilities, and financial responsibilities. Multi-site management and/or vendor oversight experience is strongly preferred.
Skills & Abilities:
Outstanding leadership with the ability to foster high engagement and performance. Strong interpersonal and problem-solving skills. Exceptional written and verbal communication in English is required; Portuguese is a plus. Proficient in Microsoft Office.
Our Core Values:
Here at arrivia we...
Stay Curious - Explore new challenges and make space to learn, grow and improve
Keep it Real - Earn trust through open, honest and clear communication
Own it - Seek ways to make an impact and take action.
Win Together - Create a culture of connection and inclusion where everyone can be their best