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Customer Operations Manager
hace 2 meses
We are seeking a seasoned leader to join our Customer Operations team as a Manager, Customer Operations. This role will be responsible for leading our Customer Operations teams in Mexico City, including Customer Success and Customer Support.
Key Responsibilities- Develop and Deliver Customer Experience Initiatives: Partner with US leadership teams to create and implement customer experience initiatives that support our rapid customer growth.
- Attract and Grow Top Talent: Attract, mentor, and grow top talent in the Mexico City area, in partnership with our talent acquisition and hiring leaders.
- Build Strong Customer Relationships: Regularly engage with customers to build strong relationships with senior leaders inside customer organizations and identify both risk and opportunity for growth.
- Cultivate Cross-Functional Relationships: Cultivate cross-functional and cross-region relationships internally, and evaluate data to identify meaningful trends for stakeholders.
- Strategize with CSMs: Strategize with Customer Success Managers to ensure customers are seeing the value of AlertMedia.
- Solve Problems and Identify Opportunities: Solve problems with customers and teammates, and identify opportunities for improved operational efficiency.
- Manage Customer Escalations: Manage customer escalations from your team.
- Conduct Career Engagement Discussions: Conduct regular career engagement discussions with direct reports.
- Leadership Experience: Minimum of 5 years of experience in a leadership role within a customer organization, preferably with US-based companies in Mexico.
- Compassionate People Manager: Compassionate people manager who is committed to attracting, developing, and retaining exceptional talent.
- Results-Driven Leader: Results-driven leader who is not afraid to roll up their sleeves.
- Excellent Communication Skills: Excellent communication and interpersonal skills, with the ability to interact effectively with both technical and non-technical stakeholders.
- Strong Problem-Solving Abilities: Strong problem-solving abilities and a customer-first mindset, with a passion for delivering exceptional customer experiences.
- Zendesk, Gainsight, and Salesforce Experience: Zendesk, Gainsight, and Salesforce experience is a plus.
- Hybrid Role: This is a hybrid role (2-3 days in office) based in the Reforma area of Mexico City. You must be located in surrounding area that is commutable or willing to relocate.
AlertMedia helps organizations protect their people and businesses through all phases of an emergency. Our award-winning threat intelligence, emergency communication, and travel risk management solutions help companies of all sizes identify, respond to, and recover from critical events faster and more confidently. AlertMedia supports essential communication for thousands of leading businesses—including DHL, JetBlue, Coca-Cola Bottling, In-N-Out, and Walmart—in more than 130 countries.
We are an equal opportunity employer focused on creating a collaborative and exciting place for all to work. Ensuring a diverse, inclusive, and equitable workplace for all people is key to our success and core to our values. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
