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 general 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

📌 DIRECTOR OF CUSTOMER EXPERIENCE AND OPERATIONS (Ciudad de México)
🏢 Pluxee
📍 Ciudad de México