Responsibilities Lead and manage all leverage operations activities within the team, ensuring required support for Customer Service functions.
Drive operational excellence by standardizing processes, implementing best practices, and driving automation to enhance efficiency.
Establish team objectives in line with Customer Service, Business, and Company goals and be accountable for the associated team results.
Manage the daily operations of the team to ensure efficiency and productivity within the team.
Monitor, allocate, and adjust workload across the team on an ongoing basis.
Coach, manage, and nurture the development of leveraged operations professionals, partnering with the Integral Learning & Development Leader to identify and track ongoing training needs.
Understand, monitor, and analyze operational metrics as they relate to the team, identifying performance gaps and process deviations for targeted improvement.
Take proactive measures to drive enhancements, especially when targets are not met, and consistently seek opportunities to streamline workflows, increase productivity,



and add value to the team through improvement projects and mentorship.
Collaborate with Customer Service teams and Line of Business (LOB) to identify issues and bottlenecks within LOB processes, and to understand LOB initiatives, customer and market changes.
Maintain full compliance of SOX and internal controls, taking responsibility for ensuring all team activities and documentation adhere to SOX requirements and internal control standards.
Requirements Bachelor’s degree is required
At least 5 years’ experience in a Customer Service or related role
Experience in managing or coaching employees and leading projects
Good interpersonal & communication skills
Continuous improvement orientation; good analytical & problem‑solving skills
Proficient in operating systems and working knowledge in SAP, Sales Force, and SharePoint
Experience in Sales Force Service Cloud is a plus

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📌 Global Customer Service Support Manager (Polanco)
🏢 Jobtailor
📍 Polanco