- Lead customer care operations across LATAM and drive meaningful impact at scale.

- Own strategic projects, vendor management, and customer experience improvements.

About Our Client

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.

- 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.





The Successful Applicant 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.

What's on Offer

- 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.

Contact: Sofia Adad

Quote job ref: JN-092026-7110800

📌 Care Operations Manager (Ciudad de México)
🏢 Michael Page
📍 Ciudad de México