Global Customer Care Operations Manager

hace 2 meses


City, México Tala A tiempo completo

**About Tala**

Tala is a global technology company building the world’s most accessible financial services. With more than $350 million raised from visionary investors, we are serving millions of customers around the world who have been overlooked by traditional financial institutions - and our plan is to serve millions more, and have been named by the _Fortune _Impact 20 list, _CNBC_’s Disruptor 50, and _Forbes’ _Fintech 50 list for five years running. We are expanding across product offerings, countries and crypto and are looking for people who have an entrepreneurial spirit and are passionate about the mission.

By creating a unique platform that enables lending and other financial services around the globe, people in emerging markets are able to start and expand small businesses, manage day-to-day needs, and pursue their financial goals with confidence. Currently, more than 7 million people across Kenya, the Philippines, Mexico, and India have used Tala products. Due to our global team, we have a remote-first approach, and also have offices in Santa Monica, CA (HQ); Nairobi, Kenya; Mexico City, Mexico; Manila, the Philippines; and Bangalore, India.

Most Talazens join us because they connect with our mission of enabling financial agency for underbanked people around the world. If you are energized by the impact you can make at Tala, we’d love to hear from you

This role is focused on ensuring that Global Customer Experience Operations effectively supports the CX Teams in markets and that this global team drives the center of operational excellence while delivering customer delight specifically for Customer Care functions, processes and key metrics. The Global Customer Care Operations Manager is mainly responsible for managing the effectiveness and efficiency of the following, but not limited to: Zendesk, Freshdesk, KYC platformsKYC & Customer Care Voice of the Customer feedback loop Global CC Learning & Development ProgramsGlobal CC related Policies and Procedures Global CC performance dashboards With the Global Customer Experience team oversight over the market operations, this role is also expected to drive strong partnerships and collaboration with global and in-market stakeholders in order to deliver OKRs and related tactics & initiatives.

**What you’ll do**:

- Own global Customer Care & KYC platforms Design & execute optimal user & agent experience interfaces fit for business & market needs Manage KYC & Tickets platform related expenses such as but not limited to licenses, functionalities, etc.
- Review existing platforms for viability of contract renewals and recommend revisions as deemed fit.
- Review other platform options and recommend any changes with existing partners as needed.
- Leverage technology and data to identify opportunities to improve collections and customer experience.
- Manage & align key metric definitions and performances for Customer Care, KYC and Voice of the Customer globally Manage & ensure relevance & effectiveness of the Global CX Performance dashboards.
- Support Global Ops Analytics in staffing & service level benchmarking work streams as needed.
- Drive development and training initiatives.
- Ensure effectiveness of the Global Learning & Development initiatives such as but not limited to product launch trainings, CC & KYC Training curriculum & other related programs Improve policies and procedures.
- Drive global standards for controls and process improvements in collaboration with CX & non CX stakeholders.
- Drive relevance & alignment to ops related policies & procedures.
- Evaluate & execute process & strategy improvements especially those that will drive global impact Project management.
- Manage Customer Care & KYC projects of Global CX.
- Show up as a strong leader in the customer experience teamStrong and reliable partner for market operation leads Regular communication with the team, management & stakeholders in and outside of CX.
- Clear upward communication on wins and challenges of the teams with regards to KPIsStrong back up for the Global CX Operations Senior Director.

**Who you are**:

- A collaborative self-starter. You’re excited to pursue new initiatives and love to partner with geographical and cross-functional leads to move the business forwardYou have the ability to translate insights into action.
- You not only build models, but you’re able to distill key learnings and use those insights to drive strategic planning and initiatives.
- A highly innovative problem-solver. You approach a problem from different perspectives and use your holistic understanding of the business to see new opportunities/risks.
- Strong communicator and an advocate for your business partners.
- Comfortable with ambiguity.
- Thrives in a fast-paced environment, understanding that week-to-week priorities may shift as new business opportunities emerge.
- Passionate about social enterprise and find meaning in working to make the world a better place

**What y



  • Mexico City Tala A tiempo completo

    About Tala Tala is a global technology company building the world’s most accessible financial services. With more than $350 million raised from visionary investors, we are serving millions of customers around the world who have been overlooked by traditional financial institutions – and our plan is to serve millions more, and have been named by...


  • Mexico City Sagan A tiempo completo

    Job Title: Sales Operations ManagerLocation: Remote (EST)Work Schedule: Monday - Friday, 9 AM - 5 PM (EST)Job Description:We are seeking a versatile and dynamic Sales Operations Manager to spearhead customer success and operational accountability across Channel Development and Cafe Operations. This role is integral to enhancing our cafe community...

  • Sales Operations Manager

    hace 1 semana


    Mexico City Sagan A tiempo completo

    Job Title: Sales Operations ManagerLocation: Remote (EST)Work Schedule: Monday - Friday, 9 AM - 5 PM (EST)Job Description:We are seeking a versatile and dynamic Sales Operations Manager to spearhead customer success and operational accountability across Channel Development and Cafe Operations. This role is integral to enhancing our cafe community...


  • Mexico City Servicios Comerciales Amazon Mexico S. de R.L. de C.V. - D44 A tiempo completo

    Amazon’s Global Supplier Management team (GSM) is responsible for the execution of the global supplier management activity for the Global Procurement Organization (GPO) overseeing a spend of $45B. As our Global Supplier Management team continues to grow, we are seeking a Supplier Operations Manager to partner with internal business owners and key...


  • City, México Revolut A tiempo completo

    Office: Mexico CityAbout Revolut People deserve more from their money. More visibility, more control, more freedom. And since 2015, Revolut has been on a mission to deliver just that. With an arsenal of awesome products that span spending, saving, travel, transfers, investing, exchanging and more, we've helped 40+ million customers get more from their...

  • Customer Service Manager

    hace 2 semanas


    Mexico City ALTEN MÉXICO A tiempo completo

    Welcome to ALTEN Mexico, a well-established engineering company specializing in providing innovative solutions for engineering, technology, and product development projects. With a dedicated team of more than 350 professionals, we serve various industries including Automotive, Energy, Aeronautics, Banking & Insurance, Telecom & Multimedia, and Rail. At ALTEN...

  • Customer Service Manager

    hace 1 semana


    Mexico City ALTEN MÉXICO A tiempo completo

    Welcome to ALTEN Mexico, a well-established engineering company specializing in providing innovative solutions for engineering, technology, and product development projects. With a dedicated team of more than 350 professionals, we serve various industries including Automotive, Energy, Aeronautics, Banking & Insurance, Telecom & Multimedia, and Rail. At ALTEN...


  • Mexico City MX19 Alcon Laboratorios S.A. De C.V. Company A tiempo completo

    Customer Operations HEAD Mexico At Alcon, we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly, champion progress, and act with speed as the global leader in eye care. Here, you’ll be recognized for your commitment and contributions and see your career like never before. Together, we go above and beyond to make an...


  • Mexico City MX19 Alcon Laboratorios S.A. De C.V. Company A tiempo completo

    Customer Operations HEAD Mexico At Alcon, we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly, champion progress, and act with speed as the global leader in eye care. Here, you’ll be recognized for your commitment and contributions and see your career like never before. Together, we go above and beyond to make an...


  • Mexico City SGI Global, LLC A tiempo completo

    SGI Global LLC is seeking fluent Spanish speaking an Operations and Recruiting Manager to support the Department of State, Bureau of International Narcotics and Law Enforcement Affairs (INL) in Mexico City, Mexico.Join our team as the Operations and Recruiting Manager, a key position within the PMO that significantly contributes to the strategic success of...

  • Operations Manager

    hace 2 meses


    City, México Executive Placings A tiempo completo

    **Job Overview**: **Date Posted**: Posted 3 hours ago- **Location**: Zanzibar City, Zanzibar- **Job Title**: Operations Manager (Lodge)- **Education Level**: Diploma- **Job Level**: Management- **Minimum Experience**: 8 - 10 Years**Operations Manager required for a job vacancy in Zanzibar.**: Exclusive Lodge is looking for an experienced Operations Manager...

  • Operations Manager

    hace 2 semanas


    Mexico City Blueground A tiempo completo

    At Blueground, our vision is to make people feel at home wherever they choose to live. For us, that means ensuring our guests have the peace of mind, flexibility & confidence they need to explore life’s latest adventure.We’ve grown a lot since our founding in 2013, we are now a billion dollar company and have raised more than $300m+ in funding to date --...

  • Operations Manager

    hace 1 semana


    Mexico City Blueground A tiempo completo

    At Blueground, our vision is to make people feel at home wherever they choose to live. For us, that means ensuring our guests have the peace of mind, flexibility & confidence they need to explore life’s latest adventure.We’ve grown a lot since our founding in 2013, we are now a billion dollar company and have raised more than $300m+ in funding to date --...


  • Mexico City Support Shepherd A tiempo completo

    OPEN FOR LATAMFULL TIME REMOTEPosition: Revenue Operations ManagerType of contract: Independent contractor Working Hours: 9AM-5PM CST Holidays: Local holidaysSalary Range: 2000 - 2500 USD/Monthly Somewhere, is a headhunter agency hiring talented people across Latam for international clients! Scope of the Role We seek a Revenue Operations Manager to...


  • Mexico City Support Shepherd A tiempo completo

    OPEN FOR LATAMFULL TIME REMOTEPosition: Revenue Operations ManagerType of contract: Independent contractor Working Hours: 9AM-5PM CST Holidays: Local holidaysSalary Range: 2000 - 2500 USD/Monthly Somewhere, is a headhunter agency hiring talented people across Latam for international clients! Scope of the Role We seek a Revenue Operations Manager to...


  • Mexico City emerson A tiempo completo

    The objective of the Customer Care Analyst is to help optimize our order to cash service levels by primarily performing data entry, processing of orders including technical review, and related activities and requests. The Customer Care Analyst will be working with multiple systems that need to be updated timely and accurately. This role requires an interest...

  • Customer Care Analyst I

    hace 1 semana


    Mexico City emerson A tiempo completo

    The objective of the Customer Care Analyst is to help optimize our order to cash service levels by primarily performing data entry, processing of orders including technical review, and related activities and requests. The Customer Care Analyst will be working with multiple systems that need to be updated timely and accurately. This role requires an interest...

  • Operations Manager

    hace 2 meses


    Mexico City Sagan A tiempo completo

    Job Title: Operations Manager (E-Commerce) - LatAmLocation: Remote (PST Timezone)Work Schedule: Monday to Friday, 9:00 am to 5:00 pm - Full-timeJob Overview:We're looking for a dynamic Operations Manager to join our team, overseeing the online operations of our direct-to-consumer brand. This role is pivotal in managing our e-commerce platforms, developing...

  • Customer Service Manager

    hace 3 semanas


    Mexico City AIG A tiempo completo

    Customer Service ManagerWho we areAmerican International Group, Inc. (AIG) is a leading global insurance organization. AIG member companies provide a wide range of property casualty insurance in approximately 70 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets and...

  • Customer Service Manager

    hace 3 semanas


    Mexico City AIG A tiempo completo

    Customer Service ManagerWho we areAmerican International Group, Inc. (AIG) is a leading global insurance organization. AIG member companies provide a wide range of property casualty insurance in approximately 70 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets and...