Senior Operations Manager – Call Center OperationsCompany: The LEGO GroupThe LEGO Group is looking for an experienced Senior Operations Manager to lead our Consumer & Shopper Engagement call center operations in Monterrey.
In this role, you will oversee a large-scale contact center operation supporting more than 100 Customer Service Advisors, ensuring operational excellence, outstanding consumer experiences, and strong employee engagement.
As the site leader for the Monterrey operation, you will lead through multiple layers of leadership, partner with global stakeholders, and drive performance across voice and digital customer support channels.We are looking for a leader who combines strong operational expertise, strategic thinking, and inspirational people leadership to build high-performing teams and deliver exceptional service experiences.Key ResponsibilitiesLead daily contact center operations supporting 100+ customer service advisors through multiple layers of leadershipServe as the site leader for the Monterrey CSE operation, ensuring alignment with global strategiesManage operational performance including service level, productivity, quality, and customer satisfaction metricsAnalyze performance trends including attrition, absenteeism, and operational KPIs, implementing improvement plansLead recruitment and onboarding strategies in partnership with workforce planning and talent acquisition teamsCoach and develop leaders to build engaged,



high-performing teamsManage customer escalations and executive-level complaints to ensure positive outcomesDrive continuous improvement initiatives that increase efficiency and service qualityCollaborate with regional and global operations leaders to share best practices and align on service strategiesFoster an inclusive, safe, and engaging work environment that supports employee growth and retentionQualificationsExtensive experience in call center operations, contact center leadership, or customer service operationsProven experience leading large teams (100+ employees) in an operations environmentExperience managing multiple layers of leadershipStrong English communication skills (written and verbal)Demonstrated ability to manage operational KPIs and performance metricsStrong leadership skills with experience in coaching, mentoring, and team developmentExperience collaborating with integral or cross-regional teamsExperience with recruitment, onboarding, and workforce planningWhy Join the LEGO Group?
At the LEGO Group, we believe great leadership creates environments where people thrive.
In Consumer & Shopper Engagement, we work every day to deliver exceptional service experiences while building strong, engaged teams.This role offers the opportunity to:Lead a large-scale customer service operationPartner with global teams and leadersShape the culture and performance of a growing service organizationJoin us and help bring the LEGO play promise to life for consumers around the world#J-*****-Ljbffr

📌 Senior Operations Manager (Monterrey)
🏢 The Lego Group
📍 Monterrey