Regresar a la búsqueda

Care Operations Manager

Ciudad de México Permanente MXN50,000 - MXN60,000 por mes (MXN600,000 - MXN720,000 per year) Descripción de Vacante
We are looking for a Care Operations Manager to lead customer care operations across LATAM, ensuring agents, processes, tools, and communications are aligned to deliver an exceptional customer experience.
  • Lead customer care operations across LATAM and drive meaningful impact at scale.
  • Own strategic projects, vendor management, and customer experience improvements.

Sobre nuestro cliente

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.

Descripción

  • 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.

Perfil buscado

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.

Qué Ofrecemos

  • 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.

Contacto
Sofia Adad
Ingresar referencia para vacante
JN-092026-7110800

Descripción de la vacante

Sector
Ventas
Sub Sector
IT y Telecomunicaciones
Industria
Media & Agency
Ubicación
Ciudad de México
Tipo de contrato
Permanente
Nombre del consultor
Sofia Adad
Referencia de la vacante
JN-092026-7110800
 

En Michael Page creemos en la diversidad e inclusión. Defendemos la igualdad de oportunidades sin discriminar por género, raza, edad, religión ni orientación sexual o por cualquier otro aspecto que pudiera ser considerado excluyente.