Overview

How can you make an impact?
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-u2011performing teams, drive operational excellence, and play a key role in a strategic transformation that positions McGraw Hill for long-u2011term regional growth.

This position is based in Mexico City (CDMX) or surrounding areas. We offer a hybrid work model with in-u2011office presence required on Mondays and Wednesdays.
What you will be doing:

Lead, coach, and develop customer service front-u2011line 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-u2011impact customer issues

Build and maintain cross-u2011functional 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-u2011volume environment

Experience leading teams through organizational change and transformation

Experience in Salesforce required; IP 1 is a plus

Strong cross-u2011functional collaboration and partnership-u2011building skills

Education industry experience is a plus

Why work for us?
The work you do at McGraw Hill will be work that matters. We are collectively designing content that will build the future of education. Play your part and experience a sense of fulfilment that will inspire you to even greater heights.

McGraw Hill recruiters always use a “@mheducation.com” or "@careers.mheeducation.com" email addresses and/or from our Applicant Tracking System, iCIMS. Any variation of this email domain should be considered suspicious. Additionally, McGraw Hill recruiters and authorized representatives will never request sensitive information in email.

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📌 Sr Manager, Customer Service LATAM & Spain (Nezahualcóyotl)
🏢 Mheducation
📍 Nezahualcóyotl