Care Operations Manager

• 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.

Job Description

• 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