Site Director

About the Role

• We’re looking for a Site Director to run Numeral’s Mexico City onboarding site: hire and ramp onboarding managers who take e-commerce sellers from signed contract to first filed return and hold the same quality bar our San Francisco team does.
• Most of our customers are e-commerce businesses at the smaller end of the market, and that is where onboarding decides everything: whether registrations are right, whether the sales data actually reconciles, whether the first return goes out on time. We run that work from San Francisco today. To serve this segment properly at the volume we are signing, we need a site with real ownership on the ground,
• What you’ll do:
• Be a true hiring partner: Partner closely with Recruiting to bring on Onboarding Managers on the team
• Ramp them on a certification path that moves each person from shadowing to co-piloting to solo ownership of live accounts.
• Lead the team. Weekly one-on-ones, real performance management, career paths, and a bench — you should be growing your first team lead inside a year.
• Own the segment’s onboarding outcomes. Go-live dates, cycle time from signature to first filed return, and the rework rate on registrations are yours, not the SF team’s.
• Keep quality honest. Stand up sampling on registrations and data migrations before anything reaches a state portal, with a defect taxonomy you can trend — and sample the work yourself.
• Define the escalation path into SF, publish the onboarding SLAs for this segment, and report against them weekly.
• Be the site’s voice in the company. Represent Mexico City in the SF operating cadence, and make sure the team’s context reaches Product and Engineering intact.
• Make the platform do more of it. Every quarter, name the manual work the AI should take over, and hold the roadmap to it.
• Stay compliant locally. LFT obligations, IMSS and INFONAVIT registration from day one, NOM-037 if 40% or more of the work is remote, the statutory workweek phasing from 48 hours to 40 by 2030, and the electronic time-record requirement that starts 1 January 2027.
• What you’ll bring:
• 7+ years in implementations, onboarding, customer success or service operations, with 3+ years managing — ideally managing managers or team leads.
• You have built a team from zero in Mexico. You have written the offer, negotiated the band, run the first performance cycle, and lost someone and learned from it.
• You know the local market rate for this profile and you know the basics of the LFT without looking them up.
• You have run a quality function, not only a headcount function: sampling, defect taxonomies, root-cause work, and the discipline to hold a bar when SF is asking for faster.
• Operationally fluent. Comfortable with APIs, integrations and messy exports — Shopify, Amazon, BigCommerce and the CSV reality behind them — plus spreadsheets deep enough to model your own capacity.
• Client-ready English and Spanish. Our customers are US e-commerce businesses; your team is local.
• Comfortable without scaffolding. There is no local HR, no local office manager, and no playbook yet. That is the appeal or it is a problem — be honest with yourself about which.

Nice-to-Haves

• Sales tax, indirect tax, VAT or accounting-compliance exposure — Big Four compliance, a tax tech company, or an in-house tax operation.
• You have moved work from a US team to a nearshore site before without a quality cliff.
• Captive site or shared-services launch experience, including the entity and EOR mechanics.
• E-commerce, fintech or B2B SaaS operating background.