We are looking for a strategic and transformation-oriented
Senior Manager, Customer Experience & Service Excellence, LATAM
to build, professionalize, and scale our Customer Experience capability across the region. In this highly visible regional role, you will define and lead the LATAM Customer Experience and Service Excellence strategy, operating model, governance, standards, performance framework, and capability roadmap. You will partner with Business Units and cross-functional teams to strengthen end-to-end customer journeys, improve service performance, eliminate systemic customer pain points, and build scalable capabilities that enhance customer satisfaction, retention, operational efficiency, and overall business performance.
This is an exciting opportunity for a leader who can connect customer insights, service operations, continuous improvement, data, technology, and financial outcomes, embedding Customer Experience as a sustainable business capability across LATAM.
Key Responsibilities Define and lead the regional
Customer Experience and Service Excellence strategy
,



aligned with business priorities and growth ambitions. Establish the regional CX operating model, standards, methodologies, governance, performance framework, and maturity roadmap. Assess CX maturity across Business Units and develop prioritized capability and transformation roadmaps. Lead the continuous improvement of end-to-end customer journeys, identifying critical moments that matter and translating customer needs into measurable improvements. Establish and govern the regional
Voice of Customer framework
, incorporating NPS, CSAT, complaints, churn insights, and other customer feedback sources. Define and strengthen service standards, SLAs, operating processes, and performance metrics. Lead root-cause analysis and continuous improvement initiatives to eliminate recurring service failures and customer pain points. Drive the adoption of technology, data, digital tools, and automation to simp

📌 Customer Experience (Nezahualcóyotl)
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📍 Nezahualcóyotl