We are seeking an accomplished, executive-level **General Manager** to lead and represent our Mexico site. This role is the senior-most presence onsite, responsible for ensuring operational excellence, cultural alignment, and strong cross-functional collaboration across all teams based in Mexico.
While many onsite leaders report into functions headquartered in the U.S., the GM is **empowered to act as the connector, problem-solver, and advisor** for all matters impacting the site’s success. You will bring the **executive maturity, strategic mindset, and influencing skills** to ensure our Mexico site operates at its highest potential and remains a trusted, high-performing hub in our global organization.
**How you'll add value**:
- Serve as the **executive leader onsite**, representing the Customer Success organization while partnering closely with leaders across all functions based in Mexico.
- Act as a trusted advisor and escalation point for employee issues, operational risks, and cross-functional challenges—knowing when to resolve directly and when to bring in U.S. leadership.
- Partner with Site Operations (HR) to ensure the workplace is safe, compliant, and aligned with our cultural values.
- Champion site culture and engagement, ensuring employees feel connected, valued, and part of the integral organization.
- Maintain operational awareness across all onsite teams, understanding priorities and anticipating where risks or dependencies may impact performance.
- Build strong trust with U.S.based leadership, influencing strategic decisions about site growth, priorities, and resourcing.
- Lead site-level communications and change management, ensuring clarity and alignment across diverse teams.
- Represent the site in executive discussions, customer visits, and community engagement opportunities.
**GM-Level Competencies**:
- **Executive Presence**:



Commands respect and credibility with executives, senior leaders, and employees alike; able to represent the company with authority and professionalism.
- ** Influence Without Authority**: Navigates dotted-line and matrixed structures to align stakeholders and drive outcomes.
- ** Strategic Thinking**: Anticipates challenges, identifies opportunities, and translates observations into actionable recommendations.
- ** Operational Acumen**: Understands how SaaS customer-facing teams work together and can identify interdependencies and potential risks.
- ** Cross-Cultural Leadership**: Builds trust and connection across diverse teams and geographies; sensitive to cultural nuances.
- ** Problem-Solving Agility**: Rapidly assesses complex situations, determines the right path forward, and mobilizes resources.
- ** Communication Mastery**: Delivers clear, concise, and impactful messages to audiences ranging from front-line employees to executive leadership.
- ** Change Leadership**: Guides teams through transitions with mínimal disruption, ensuring engagement and alignment.
**What you'll need to be successful in this role**:
- **10+ years of senior leadership experience**, including site leadership, general management, or multi-function operational roles.
- Proven success leading through **influence** across dotted-line and matrixed reporting structures.
- Strong operational acumen with an understanding of how SaaS customer-facing teams (Support, Success, Services, Operations) work together.
- Exceptional communication and interpersonal skills—able to build trust with executives, managers, and employees at all levels.
- Fluency in **English and Spanish** (written and verbal).
- Experience in a **multi-national, U.S.headquartered organization** preferred.
- Demonstrated ability to navigate ambiguity, solve problems quickly, and drive outcomes in fast-paced environments.
- Bachelor’s degree required; advanced degree a plus.

📌 General Manager & Director, Customer Success (Ciudad de México)
🏢 Restaurant365
📍 Ciudad de México