Job Description focused service every day.Then make it real.As Senior Operations Manager, you'll lead our Consumer & Shopper Engagement operation in Monterrey, owning site performance and shaping service across voice and digital channels.There is no relocation support for this opportunity.Please submit your resume in English.Play your part in our team succeedingThe Senior Operations Manager leads a broad group of leaders that supports a growing team of advisors who connect with LEGO® consumers every day, solving challenges and improving experiences.You'll help set direction, build capability and create an environment where colleagues feel included, supported and ready to do their best work.Core Responsibilities Lead the Monterrey site as its most senior leader, shaping the environment for over 100 colleagues and building a connected, inclusive culture Lead end-to-end contact centre operations, ensuring service, productivity, quality and satisfaction targets are met Lead and support a layered leadership team, creating clarity, trust and a strong sense of belonging across the site Develop leadership capability by coaching managers and building strong, engaged and accountable teams Shape performance through data analysis, translating trends into clear priorities and improvement plans Partner with general peers to align ways of working and share practical, effective service approaches Drive recruitment and onboarding strategies alongside workforce planning and talent acquisition partners Build strong relationships across the shared office environment with Business Support Operations and Office Coordinator, to ensure seamless site operations and a positive workplace experience Do you have what it takes?
Previous experience leading large-scale contact centre operations, with full accountability for performance, people and delivery Comfortable setting direction,



making decisions under pressure and running a high-volume operation through layered leadership Experience coaching leaders, building accountability and creating an environment where teams perform and grow Ability to translate data into clear actions, driving measurable improvements across service, quality and efficiency Exposure to omnichannel customer operations, including digital and emerging service platforms Experience working across regions, aligning priorities and navigating different ways of working Additional Details On This Position This role is based in Monterrey, Mexico , with on-site leadership of the operation.You'll collaborate with regional and global colleagues, with flexibility required at times to connect across time zones.Please submit your resume in English for this position.Join us and help bring the LEGO play promise to life for consumers around the world What's in it for you?
Family Care Leave – We offer enhanced paid leave options for those important times.Insurances – All colleagues are covered by our life and disability insurance which provides protection and peace of mind.Wellbeing – We want you to be your best self, so you'll have access to the Headspace App and lots of wellbeing initiatives and programs run by local teams where you are based Colleague Discount – We know you'll love to build so from day 1 you will qualify for our generous colleague discount.Bonus – We do our best work to succeed together.When goals are reached and if eligible, you'll be rewarded through our bonus scheme Your workplace – You'll find this at the top of this advert and when you join the team,



we'll confirm this with you.We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.The LEGO Group is highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (eg. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age, religion and Veteran status) to apply for roles in our team.We support our employees in being there for the moments that matter in life and celebrate families of all kinds, the loved ones that make us who we are.Being part of the LEGO Group also means taking part in our annual Play Day, playing a part in building a sustainable future and continuing our mission to "inspire and develop the builders of tomorrow."The LEGO Group is fully committed to Children's Rights and Child Wellbeing across the globe.Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer.Thank you for sharing our global commitment to Children's Rights.We conduct drug screening as a part of our drug free workplace policy and in support of our commitment to the health and safety of our employees.Online Application Accessibility Statement; which is intended for people with disabilities - LEGO systems endeavors to make to any and all users.If you would like to contact us regarding the accessibility of our web site or need assistance completing the application process, please contact the HR Service Desk at **************, option #3.Please note, these communication channels should be used for those having difficulty accessing our on-line channels, not to inquire about job opportunities.Just imagine building your dream career.Then make it real.Join the LEGO® team today.
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📌 Senior Operations Manager – Call Center Monterrey
🏢 The Lego Group
📍 Monterrey