Job Description
Just imagine shaping every consumer interaction with the LEGO® brand while leading a site that delivers outstanding, customer‑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 succeeding
The 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 integral 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