Manager, Customer Experience

Facilitates and leads LATAM all centers through organizational initiatives and implementation. Provides strategic leadership to LATAM call center management to ensure all Call Center groups meet quality standards and performance expectations of providing high quality customer service to the Company's client/customer base. Develops and sustains a team committed to providing a high level of proactive service including timely response and follow‑up such as routine outreach to provide on‑going customer support. Acquires a thorough understanding of key customer needs and requirements. Expands the relationships with existing key accounts by continuously proposing solutions that meet their objectives. Provides coaching and guidance to LATAM Center management to enable the team to meet or exceed all customer experience objectives, initiatives, and metrics including client retention goals and service level agreements. Partners with General Managers to ensure Call Centers team supports Production's needs. Performs root cause analysis and customer‑centric research to develop best‑in‑class customer engagement strategies. Defines and improves key performance indicators (KPIs) through performance management. Develops and implements customer experience standards, policies, and procedures to meet and support the division's goals. Champions opportunities to improve the quality of the Company's customer experience. Collaborates with key customer stakeholders and internal teams to develop and execute customer‑specific strategies ensuring maximized and sustained value through the entire customer lifecycle. Partners with other division and/or functional managers to maintain open and constructive communication channels and ensure seamless client service delivery. Influences senior stakeholders and staff to support and execute proposed improvements via the appropriate channels and processes. Researches and advises executive management on potential new channels for customer engagement. Collaborates with cross‑functional teams to impact customer effort, customer satisfaction, retention, and loyalty. Serves as an advisor to internal teams and leadership to provide insight on status of customer accounts. Develops and implements recovery strategies with long‑term profitability using shared resources. Hires, manages, develops, reviews, and sets goals for function and staff. Supervises staff in accordance with Company policies and procedures. Provides coaching and training to staff in areas of problem solving, decision making, process improvement and personal growth. Conducts performance evaluations, reinforces positive behavior, and provides corrective feedback for performance issues. Performs other related duties and projects as business needs require at direction of management. Education and Experience Bachelor's degree in business or related field preferred. Must be bilingual Spanish/English. Minimum seven (7) years of experience leading customer experience initiatives required. Minimum three (3) years of experience in a team leadership role required. Must have worked in a call center at two (2) different multinational companies. Proven experience in a strategic customer‑facing role, with specific expertise in delivering best‑in‑class service delivery required. Previous experience in successfully setting KPIs and metrics for customer engagement required. Previous experience in implementing new systems required. Ability to commute/relocate Ciudad de México, CDMX: Reliably commute or planning to relocate before starting work (required). Language English & Spanish (required). #J-18808-Ljbffr