At Pluxee, we shape the world of employee benefits and engagement by bringing to life a personalized and sustainable employee experience, at work and beyond.
Permanent Regular
Job Description:
The Customer Care & Operations Director leads the delivery of care services and operational execution at local level, ensuring that customer support is efficient, consistent, and aligned with Pluxee’s brand promise. This role is responsible for overseeing team structures, care delivery models, and process optimization. It ensures adherence to performance targets while promoting collaboration with integral and central functions to implement standards, tools, and continuous improvement initiatives.Reporting to the country CEO, the Director of Customer Experience and Operations will be responsible for establishing the strategy of customer service and operations, managing the complete journey of our clients and users, and promoting the continuous improvement of processes to ensure quality and safety in the services provided.

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- Define and execute the customer experience strategy, fostering a customer-centric culture and ensuring that operational priorities are aligned with customer needs and business objectives.
- Lead the end-to-end customer care and service delivery model, including internal teams, outsourced providers, and shared services, ensuring efficient, reliable, and high-quality experiences across all relevant touchpoints.
- Drive operational excellence by managing performance indicators, analyzing customer and operational insights, identifying improvement opportunities, and implementing initiatives that enhance service quality, efficiency, and customer satisfaction.
- Oversee key operational processes across card operations, payments, settlement, reconciliation, and related workflows, ensuring service continuity, operational control, compliance, and process optimization.
- Partner with Marketing, Product, Technology, Merchants, Commercial, and global

📌 Director Of Customer Experience And Operations (Ciudad de México)
🏢 Pluxee
📍 Ciudad de México