Senior Operations Manager for Latin American Customer Experience

hace 1 semana


Xico, México Netflix A tiempo completo

Mexico City, Mexico- Customer Service- Salary: $120,000 - $180,000 per year. We are seeking a seasoned operations leader to spearhead our LATAM customer service operations and team, driving strategy to support our evolving global business needs.

As the Director of Customer Service for LATAM, you will oversee existing partner operations across Mexico, Peru, and Brazil, shaping the future support structure while adapting to regional nuances. Exceptional call center acumen is required to drive site performance in line with global business metrics.

The ideal candidate will have experience leading large-scale operations at a multicountry level (1000+ employees) and developing high-performing teams in a fast-paced environment. Strong analytical skills, knowledge of electronic content and streaming technologies, and ability to present complex data trends to senior management are essential.

This role involves managing cross-functional teams, building strong relationships within CS and other departments, and optimizing operational scale through strategic planning and execution. The successful candidate will thrive in an entrepreneurial mindset, possess intellectual curiosity, and be able to lead through change, ambiguity, and innovation.

Key Responsibilities:

  • Oversee current outsourced sites (Mexico, Peru, and Brazil) to drive optimal performance and efficiency
  • Build a culture that supports unparalleled customer service and employee engagement
  • Partner closely with site leadership and Global Customer Service management to deliver YoY cost efficiency and exceptional customer experiences
  • Spearhead and drive support projects and new initiatives to gain insights and identify best practices across the global CS network

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