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 Mc Graw Hill. You will build and develop high-‑performing teams, drive operational excellence, and play a key role in a strategic transformation that positions Mc Graw Hill for long-‑term regional growth.We offer a hybrid work model with in-‑office presence required on Mondays and Wednesdays.Lead, coach, and develop customer service front-‑line teams across LATAM.Oversee daily operations including workload distribution, queue management, and scheduling across time zonesEnsure achievement of SLAs, KPIs, quality standards, and customer satisfaction targetsBuild and maintain cross-‑functional partnerships with Workforce Management, Training, QA, Product,



and Operations teamsDevelop structured reporting frameworks and performance metrics to evaluate team successSupport forecasting, staffing plans, and resource optimization aligned to regional demand8+ 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 in Salesforce required; We are collectively designing content that will build the future of education. com" email addresses and/or from our Applicant Tracking System, i CIMS.

📌 Manager Of Customer Services (Ciudad de México)
🏢 Mheducation
📍 Ciudad de México