Senior Operations Manager – Call Center Operations

Company: The LEGO Group

The 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 Responsibilities

Lead daily contact center operations supporting 100+ customer service advisors through multiple layers of leadership

Serve as the site leader for the Monterrey CSE operation, ensuring alignment with global strategies

Manage operational performance including service level, productivity, quality, and customer satisfaction metrics

Analyze performance trends including attrition, absenteeism, and operational KPIs, implementing improvement plans

Lead recruitment and onboarding strategies in partnership with workforce planning and talent acquisition teams

Coach and develop leaders to build engaged, high-performing teams





Manage customer escalations and executive-level complaints to ensure positive outcomes

Drive continuous improvement initiatives that increase efficiency and service quality

Collaborate with regional and general operations leaders to share best practices and align on service strategies

Foster an inclusive, safe, and engaging work environment that supports employee growth and retention

Qualifications

Extensive experience in call center operations, contact center leadership, or customer service operations

Proven experience leading large teams (100+ employees) in an operations environment

Experience managing multiple layers of leadership

Strong English communication skills (written and verbal)

Demonstrated ability to manage operational KPIs and performance metrics

Strong leadership skills with experience in coaching, mentoring, and team development

Experience collaborating with global or cross-regional teams

Experience with recruitment, onboarding, and workforce planning

Why 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 operation

Partner with global teams and leaders

Shape the culture and performance of a growing service organization

Join us and help bring the LEGO play promise to life for consumers around the world

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📌 Senior Operations Manager (Ejido de la Finca)
🏢 The Lego Group
📍 Ejido de la Finca