A LITTLE BIT ABOUT Boldr
- Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world.
- We are a general team, united by our desire to connect diverse people with common values for boldr impact.
- We employ just over a thousand team members across five countries and we want to employ over 5,000 people by ****, if not sooner.
LET'S START WITH OUR VALUES
- Meaningful connections start with AUTHENTICITY
- We do our best work by being CURIOUS
- We grow by remaining DYNAMIC
- Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE
- At the heart of great partnerships we'll always find EMPATHY
WHAT IS YOUR ROLE
We are looking for an exceptional operational leader to serve as the connective layer between Business Unit strategy and account execution.
This role exists to elevate the effectiveness of our Client Experience Managers, strengthen operational excellence across the portfolio, and create the conditions that enable our teams to consistently deliver exceptional client outcomes.
Unlike traditional Service Delivery or Client Management leadership roles, this position does not directly own client accounts.
Instead, it is accountable for improving how the business operates through stronger leadership capability, workforce readiness, operational discipline, escalation governance, and continuous improvement.
The Senior Manager, Client Experience Excellence leads a team of Client Experience Managers and is responsible for creating consistency across programs while ensuring leaders have the capability, confidence, and accountability required to succeed in increasingly complex SaaS, technology, and AI-enabled environments.




Success in this role requires someone who is equally comfortable coaching senior leaders, reviewing workforce models, navigating complex operational challenges, influencing executive stakeholders, and driving organizational improvement.
This is a hands-on leadership role for someone who understands how to build high-performing teams, scalable systems, and operational excellence at scale.
You must be willing to roll up your sleeves, understand the operational reality of the business, and seamlessly move between frontline execution and executive-level conversations.
Success in this role is defined by stronger CXM capability, reduced executive dependency, improved operational consistency, scalable workforce planning, stronger leadership pipelines, and measurable improvements in client and business outcomes.
WHY DO WE WANT YOU
We are currently looking for impact-driven individuals who are passionate in helping Boldr grow and achieve our Purpose.
We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic, Authentic, Empathetic and Excellence in Operations.
**Requirements**:
WHAT WILL YOU DO
CXM Leadership & Leadership Capability Development
- Lead, coach, challenge, and develop a team of Client Experience Managers.
- Establish and reinforce clear expectations for leadership behaviors, operational rigor, accountability, decision-making, and client stewardship.




- Conduct performance evaluations, talent reviews, and ongoing development conversations.
- Use coaching, feedback, and performance management practices to strengthen leadership effectiveness across the CXM population.
- Identify leadership capability gaps and implement targeted development plans.
- Build leadership succession pipelines and organizational readiness.
- Foster a culture of ownership, accountability, continuous improvement, and operational excellence.
- Serve as a trusted advisor and thought partner to CXMs as they navigate operational complexity, leadership challenges, and client escalations.
Portfolio Operational Excellence
- Establish, implement, and continuously improve operational standards across the Business Unit.
- Drive consistency in account management practices, business reviews, performance management, risk management, and operational governance.
- Lead portfolio health reviews and identify trends, risks, opportunities, and systemic performance gaps.
- Ensure best practices are identified, tested, documented, implemented, and adopted across programs.
- Create mechanisms that improve operational predictability, consistency, scalability, and performance.
- Drive a culture of operational discipline and continuous improvement across all accounts.
Escalation Governance & Operational Risk Management
- Design and maintain escalation management frameworks and operational governance standards.
- Support CXMs in navigating complex, high-risk, and high-impact operational situations.
- Ensure root causes are identified and corrective actions are implemented and sustained.
- Strengthen decision-making capability across the CXM population to reduce unnecessary executive esca

📌 Senior Manager, Client Experience Excellence (Mérida)
🏢 Boldr
📍 Mérida