Location & Work Setup: 100% in-office role based in Guadalajara, Mexico. Remote or hybrid work is not available. Candidates must work onsite five days per week during designated hours.
Position Overview
The Lead Implementation and Services Ops manages the operations for their designated team. The role includes providing leadership, coaching, training, and mentoring to team members and ensuring critical department issues are resolved. The Lead coaches employees, provides feedback, identifies success, and assists management by giving feedback on staff performance and client issues. The Lead identifies training needs and communicates improvements while promoting a positive work culture.
Primary Responsibilities
- Supervise day‑to‑day operations of the assigned group, delegating work as needed.
- Provide support, training, and coaching for new and existing team members.
- Facilitate business and team updates; ensure clarity of expectations through meetings, 1:1s, or huddles.
- Provide input on performance management, promotions, terminations,
and performance issues to managers.
- Develop and implement action plans to improve team or individual performance.
- Handle escalated issues from customers or internal teams in a collaborative win‑win approach, troubleshooting and offering solutions aligned with satisfaction and organizational direction.
- Work with team members and managers to develop and communicate process improvements and updates.
- Create procedural documentation for work processes.
- Request enhancements for internal systems or partner interfaces to improve workflows and client experience.
- Research and communicate with internal partners to answer inquiries.
- Ensure quality service to internal and external third‑party partners from the department support team.
- Become well‑rounded on all aspects of the designated department.
- Track team metrics, use them to measure staff performance and incentives, and ensure accountability to mee
📌 Lead Implementation and Services Ops (Guerrero)
🏢 Tensec
📍 Guerrero
Postulate a este anuncio
Muestra tus habilidades a la empresa, rellenar el formulario y deja un toque personal en la carta, ayudará el reclutador en la elección del candidato.