Head of Retail Customer Support Operations

hace 5 días

Ciudad de México, Ciudad de México Uber A tiempo completo

About The Role
The GL Latam Head will manage all Greenlight facilities across Latin America. Having the GL Managers and their teams under his responsibility, managing from operational metrics to financial results. Engaging with local teams, CommOps peers and making sure that all possible efficiencies are in place.

What You'll Do
During their first 6 months, the successful candidate will set a strategy for the market will ensure a fantastic customer experience in each of your sites. Ensure that their team of GL Managers are meeting their operational, leadership and project goals, leveraging their unique skills to the fullest, and support the Operations team to continue to grow the business in each of your cities.

One particular challenge will be refining a org and the GL footprint that will support team and business changes for the next year.

Basic Qualifications

  • 8+ years of experience in people management, inside Retail, Service or Customer Support operations.
  • Team management in a fast-paced environment (manufacturing, sales), with a strong ability to guide teams through growth, change, and cultural transformation.
  • Stakeholder Management: Highly skilled in influencing and aligning cross-functional teams, including those outside direct reporting lines. Strong ability to navigate organizational dynamics to build consensus and drive shared goals.
  • Experience driving operational efficiencies that lead to continuous optimization (team reduction, improving processes, closing facilities).
  • Experience making data-driven decisions: Advanced analytical skills with the ability to interpret customer insights, NPS/CSAT metrics, and behavioral data to define strategies.
  • Fluency in Spanish and English, with the ability to engage in strategic business discussions in both languages.
  • International Team Management: Experience working in or leading teams across different cultures, time zones, and business contexts. Sensitivity to cultural nuances and the ability to adapt communication and leadership style accordingly.

Preferred Qualifications

  • Global or Cross-Cultural Team Management: Experience working in or leading teams across different cultures, time zones, and business contexts. Sensitivity to cultural nuances and the ability to adapt communication and leadership style accordingly.
  • Agile Program Management: Solid understanding of Agile principles and experience working within Agile or hybrid environments. Comfortable collaborating with Product and Engineering teams using frameworks like Scrum or SAFe.
  • Proficiency in Portuguese is considered a strong advantage.

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