As Senior Manager of Customer Experience for LATAM and South America, you will lead a bilingual customer service operation that directly shapes how students and educators across the region experience McGraw Hill. You will build and develop high-performing teams, drive operational excellence, and play a key role in a strategic transformation that positions McGraw Hill for long-term regional growth.
This position is based in Mexico City (CDMX) or surrounding areas. We offer a hybrid work model with in-office presence required on Mondays and Wednesdays.
What you will be doing:
• Lead, coach, and develop customer service front-line teams across LATAM.
• Oversee daily operations including workload distribution, queue management, and scheduling across time zones
• Ensure achievement of SLAs, KPIs, quality standards, and customer satisfaction targets
• Serve as the escalation point for complex or high-impact customer issues
• Build and maintain cross-functional partnerships with Workforce Management, Training, QA, Product, and Operations teams
• Drive process improvements, tool enhancements, and standardized workflows
• Develop structured reporting frameworks and performance metrics to evaluate team success
• Support forecasting, staffing plans, and resource optimization aligned to regional demand
We are looking for someone with…
• 8+ years of experience in customer service or contact center operations, with at least 3–5 years in a people leadership role
• Advanced bilingual proficiency in English and Spanish, written and spoken
• Proven ability to manage SLAs, KPIs, and performance metrics in a high-volume environment
• Experience leading teams through organizational change and transformation
• Experience in Salesforce required; IP 1 is a plus
• Strong cross-functional collaboration and partnership-building skills
• Education industry experience is a plus
Why work for us?
The work you do at McGraw Hill will be work that matter
📌 Sr Manager, Customer Service LATAM (Ciudad de México)
🏢 McGraw Hill
📍 Ciudad de México
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