Sobre nuestro cliente Our client is a globally recognized organization with a strong international presence, focused on delivering exceptional customer experiences through innovation, operational excellence, and continuous improvement. Descripción - 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.

Perfil buscado 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.

Qué Ofrecemos - Annual salary between $720.000 and $610.000 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 (Ciudad de México)
🏢 Michael Page
📍 Ciudad de México