Customer Operations & Service Excellence Manager

Trinetix; Municipio de Esquel; On-site; ARS 1,200,000 - 2,400,000; Full time

Benefits offered by this job

Continuous learning and career growth

Medical insurance

Language classes (English/Spanish)

Flexible working hours

Inclusive culture

Job summary

Trinetix is seeking a skilled Customer Ops Success Manager / Service Manager to enable customers to achieve business outcomes by driving service performance, alignment, and continuous improvement across the customer lifecycle. The role requires strong telecom knowledge, analytics, and fluent English.

You will work with operational and executive stakeholders in a global environment to realize value, coordinate service reviews, and drive improvements across processes and documentation.

Qualifications

• 5+ years in telecommunications, service management, customer success, or customer operations.
• Solid technical understanding of telecom services, IP, WDM, fiber, and service assurance concepts.
• Strong analytical, reporting, documentation, and presentation skills.
• Experience with analytics and reporting tools such as Qlik or similar platforms.
• Fluent written and spoken English is required.

Responsibilities

• Lead customer success and service value realization across assigned strategic relationships.
• Oversee customer-facing service performance, review outcomes, and improvement follow-up.
• Align operations with customer expectations, product capabilities, support processes, and service delivery.
• Translate customer feedback and service insights into improvements.
• Coordinate customer-facing problem management with operational teams.
• Provide reliable documentation, reporting, and governance input for service management activities.
• Build trusted customer relationships and act as the customer voice within Customer Operations.
• Lead structured service reviews with preparation, presentation, feedback, and follow-up of actions.
• Own follow-up on customer issues, outages, and incident-related reports within scope.
• Collaborate with Sales during pre-sales to align operational commitments.
• Represent customer requirements in portals, SLA measurement, reporting, and system development initiatives.
• Plan and analyze customer feedback activities including NPS.

Skills

Telecom service management

Customer success

Analytical skills

English communication

Stakeholder management

Education

University degree or equivalent

Tools

Qlik

ITIL certification

Job description

Trinetix is seeking a skilled Customer Ops Success Manager / Service Manager to enable customers to achieve business outcomes by driving service performance, alignment, and continuous improvement across the customer lifecycle. The role requires strong telecom knowledge, analytics, and fluent English.

You will work with operational and executive stakeholders in a global environment to realize value, coordinate service reviews, and drive improvements across processes and documentation.