Pluxee is a integral player in Employee Benefits and Engagement that operates in 28 countries.

Conducting business for more than 45 years, Pluxee is committed to creating a positive impact on local communities, supporting well-being at work for employees, and protecting the planet. This role is part of Customer Care Shared Services and reports directly to the Multi-Country Shared Services Director. It leads the transition of country Customer Care operations into the Shared Services and BPO model across Hispanic LATAM, while ensuring that live operations remain stable, governed, and aligned with expected service levels.

In the early stages, the focus is on transition leadership, go-live readiness, and stabilization. As more countries become live, the role shifts toward performance oversight, operating model discipline, and day-to-day coordination between Pluxee countries and the BPO. This is a senior program leadership role with strong cross-functional exposure.

Lead country transitions to the Shared Services model across Hispanic LATAM, following the agreed roadmap.

Drive planning with the BPO and country, manage milestones, risks, issues, and decisions, and maintain internal momentum.

Oversee go-live readiness and hypercare to protect continuity and service stability. Oversee live operations and BPO performance

Monitor live operations at the BPO and challenge performance when service, quality, or productivity falls short.

Track key service and cost indicators, including cost-to-serve, and identify gaps or improvement opportunities.

Provide clear reporting updates on performance, risks, and decisions required.

Support actions that improve service, reduce waste, and reinforce the Shared Services model. Act as the main point of coordination between countries, Shared Services, and the BPO.

Ensure the Shared Services operating model is understood and applied,



while allowing for local execution needs where appropriate. Workforce management and performance challenge

Work with Shared Services forecasting, country teams, and the BPO Workforce Management team to challenge assumptions and validate workload plans.

Review productive hours, team size, and service setup to ensure they are aligned with operational needs while containing budgets spent to the actual operational needs

Challenge country forecasts and BPO calculations when they create risk for service, quality, or productivity.

Service improvement and issue resolution

Work with the Competence Center, Shared Services, countries, and the BPO to improve processes and remove friction points.

Drive improvements that raise service quality, efficiency, and customer experience.

Support coordinated action during incidents or service issues to restore performance and reduce repeat problems. Participate in audits, compliance reviews, internal controls, and operational reporting activities as required.

Ensure that operational practices respect company policies, data protection requirements, security rules, regulatory obligations, and local legal requirements..

Contribute to a controlled, reliable, and compliant operating environment aligned with Pluxee's regulated digital services ecosystem. Bachelor's degree in Operations, Business, or equivalent experience.

~5–7 years in customer care or operational roles and more than 3 years leading teams or acting as a senior program manager.

~ Experience in BPOs and global services companies (financial, insurance, telecom,



tech, etc.) with outsourced customer care departments is a big plus.

~ Strong English and fluent Spanish are required. Additional languages, such as French, are a plus

~ Strong experience in customer care, transformation, and/or Shared Services.

~ Experience leading cross-country transitions, migrations, or service model changes is ideal.

~ Experience with service delivery models and performance monitoring.

~ Familiarity with WFM (especially in forecasting volumes, interactions, and capacity planning), CRM, and ticketing systems is mandatory.

~ Strong judgment with business cases, forecasts, performance trends, and operational impact.

~ Solid understanding of customer care performance management, including KPIs, forecasts, training, quality, and staffing.

~ Good understanding of workforce management and the ability to challenge BPO calculations and country assumptions.

~ Knowledge of Pluxee tools such as Genesys, ServiceCloud, Pluxee Connect, the Pluxee app, and contact center tools such as CTI, IVR, chat, or automation is a plus.

~ Video call with TA Global Expert

- Video call or face-to-face with Hiring Manager
- Video call or face-to-face with Senior Stakeholder Your location (Hybrid Working Model) Our business model delivers not just for individuals but their communities too, by supporting local businesses and economies.

Get space to try new ideas, experiment and move the world of work forward as you bring new digital experiences - and moments of connection - to millions of people.

Touch millions of lives and create meaningful change for people and the world we share, supporting our commitments to diversity, sustainability, and local economies.

Get support you need to take meaningful steps in your career, whether you're performing your work/life balance or learning new skills.

📌 Multicountry Shared Services Portfolio Manager (Customer Care) (Ciudad de México)
🏢 Pluxee
📍 Ciudad de México