Lead Customer Care Operations initiatives across LATAM.
Manage communications, operational updates, and agent enablement programs.
Develop and maintain SOPs, knowledge base content, and operational documentation.
Oversee third-party customer care vendors and monitor performance against KPIs and SLAs.
Partner with Analytics, Technology, Product, and Marketing teams on operational initiatives.
Evaluate the customer and operational impact of new processes, tools, promotions, and system changes.
Analyze performance metrics and identify opportunities for process improvement.
Drive change management and continuous improvement initiatives.
Act as the primary liaison between customer care operations and key stakeholders across the business.
Promote operational consistency, accountability, and best practices across the region.
Lead customer care operations across LATAM and drive meaningful impact at scale.Own strategic projects, vendor management, and customer experience improvements.
A successful Care Operations Manager should have: 5+ years of experience in Customer Care Operations,



Contact Center Operations, Program Management, or Operational Leadership.
Strong experience managing BPOs, vendors, or outsourced customer service operations.
Experience with CRM platforms, contact center technologies, chat, phone, and support tools.
Proven ability to lead cross-functional operational projects from planning through execution.
Strong analytical skills with experience using data to drive operational decisions.
Experience managing customer service KPIs such as CSAT, SLA, AHT, FCR, and Quality Scores.
Excellent communication and stakeholder management skills.
Fluent English C1-C2 (written and spoken).
Bachelor's degree or equivalent professional experience.
Annual salary between $******* and $******* MXN.
Career development and growth opportunities.
Access to above-statutory benefits.
If this role aligns with your experience and career goals, we welcome your application.

📌 Care Operations Manager (Xico)
🏢 Michael Page
📍 Xico