Sr Manager, Customer Service Latam
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As Senior Manager of Customer Experience for LATAM and South America, you will lead a bilingual customer service operation that directly shapes how students and educators across the region experience McGraw Hill. You will build and develop high-performing teams, drive operational excellence, and play a key role in a strategic transformation that positions McGraw Hill for long-term regional growth.
This position is based in Mexico City (CDMX) or surrounding areas. We offer a hybrid work model with in-office presence required on Mondays and Wednesdays. What you will be doing:- Lead, coach, and develop customer service front-line teams across LATAM.
- Oversee daily operations including workload distribution, queue management, and scheduling across time zones
- Ensure achievement of SLAs, KPIs, quality standards, and customer satisfaction targets
- Serve as the escalation point for complex or high-impact customer issues
- Build and maintain cross-functional partnerships with Workforce Management, Training, QA, Product, and Operations teams
- Drive process improvements, tool enhancements, and standardized workflows
- Develop structured reporting frameworks and performance metrics to evaluate team success
- Support forecasting, staffing plans, and resource optimization aligned to regional demand
- 8+ years of experience in customer service or contact center operations, with at least 3–5 years in a people leadership role
- Advanced bilingual proficiency in English and Spanish, written and spoken
- Proven ability to manage SLAs, KPIs, and performance metrics in a high-volume environment
- Experience leading teams through organizational change and transformation
- Experience in Salesforce required; IP 1 is a plus
- Strong cross-functional collaboration and partnership-building skills
- Education industry experience is a plus
The work you do at McGraw Hill will be work that matters. We are collectively designing content that will build the future of education. Play your part and experience a sense of fulfilment that will inspire you to even greater heights.
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