Customer Experience & Service Excellence Sr. Manager LATAM

Confidential; São Bernardo do Campo; Híbrido; BRL 350 000 - 550 000; Tempo integral

Resumo da oferta

Confidential is seeking a Senior Manager for Customer Experience & Service Excellence in LATAM. You will define and lead the regional CX strategy, operating model, governance, and capability roadmap to elevate end-to-end customer journeys and drive measurable improvements.

This role requires strong leadership, cross-functional partnering, and deep expertise in CX metrics across LATAM. You will partner with business units and functions to embed customer experience as a sustainable capability,

Qualificações

• Bachelor's degree in Business Administration, Engineering, Marketing, Operations, or a related field.
• MBA or postgraduate degree in Business, Customer Experience, Operations, or Strategy is preferred.
• 8+ years of relevant experience in Customer Experience, Service Excellence, or Business Transformation.

Responsabilidades

• Define and lead the regional CX strategy, aligned with priorities and growth ambitions.
• Establish the regional CX operating model, standards, governance, and maturity roadmap.
• Assess CX maturity across units and develop prioritized capability and transformation roadmaps.
• Drive end-to-end customer journeys improvements and translate needs into measurable actions.
• Lead Voice of Customer framework using NPS, CSAT, and feedback sources.
• Strengthen service standards, SLAs, processes, and performance metrics.
• Coach and develop local CX leaders and foster a culture of customer centricity and continuous improvement.
• Partner with Operations, IT, Product, and other functions to embed CX in business decisions.

Conhecimentos

Fluent English

Spanish

Portuguese

Strategic leadership

Stakeholder influence

Process improvement

Data-driven decision making

Formação académica

Bachelor’s degree in Business Administration/Engineering/Marketing/Operations

MBA or postgraduate degree in Business/Customer Experience/Operations/Strategy

Ferramentas

CRM platforms

Customer analytics tools

NPS/CSAT tooling

Descrição da oferta de emprego

We are looking for a strategic and transformation-oriented Senior Manager, Customer Experience & Service Excellence, LATAM to build, professionalize, and scale our Customer Experience capability across the region.

In this highly visible regional role, you will define and lead the LATAM Customer Experience and Service Excellence strategy, operating model, governance, standards, performance framework, and capability roadmap. You will partner with Business Units and cross-functional teams to strengthen end-to-end customer journeys, improve service performance, eliminate systemic customer pain points, and build scalable capabilities that enhance customer satisfaction, retention, operational efficiency, and overall business performance.

This is an exciting opportunity for a leader who can connect customer insights, service operations, continuous improvement, data, technology, and financial outcomes, embedding Customer Experience as a sustainable business capability across LATAM.

Key Responsibilities

• Define and lead the regional Customer Experience and Service Excellence strategy, aligned with business priorities and growth ambitions.
• Establish the regional CX operating model, standards, methodologies, governance, performance framework, and maturity roadmap.
• Assess CX maturity across Business Units and develop prioritized capability and transformation roadmaps.
• Lead the continuous improvement of end-to-end customer journeys, identifying critical moments that matter and translating customer needs into measurable improvements.
• Establish and govern the regional Voice of Customer framework, incorporating NPS, CSAT, complaints, churn insights, and other customer feedback sources.
• Define and strengthen service standards, SLAs, operating processes, and performance metrics.
• Lead root-cause analysis and continuous improvement initiatives to eliminate recurring service failures and customer pain points.
• Drive the adoption of technology, data, digital tools, and automation to simplify customer interactions and improve operational productivity.
• Partner with Operations, Commercial, Supply Chain, IT, Product, and other functions to embed customer experience into business decisions.
• Accelerate best-practice sharing, standardization, and the replication of successful solutions across LATAM.
• Build regional CX capabilities by defining common competencies, methodologies, tools, and ways of working.
• Coach and develop local CX and service leaders while fostering a culture of customer centricity, accountability, continuous improvement, and service excellence.

What We Are Looking For

• Bachelor’s degree in Business Administration, Engineering, Marketing, Operations, or a related field.
• MBA or postgraduate degree in Business, Customer Experience, Operations, or Strategy is preferred.
• At least 8 years of relevant experience in Customer Experience, Service Excellence, Customer Success, Operations, Commercial Excellence, or Business Transformation.
• Demonstrated experience leading customer experience, service, or operational transformation initiatives in complex organizations.
• Experience working in regional, multi-country, decentralized, or matrix environments.
• Proven ability to influence stakeholders and drive results without direct authority.
• Experience partnering with senior leaders and cross-functional teams.
• Strong knowledge of customer journey management, Voice of Customer, NPS, CSAT, service performance, and customer pain-point resolution.
• Knowledge of service operations, SLAs, quality, productivity, and performance management.
• Experience applying Lean, Six Sigma, Root Cause Analysis, or other continuous improvement methodologies.
• Ability to connect customer and operational metrics with retention, revenue, profitability, and cost-to-serve.
• Experience with digital transformation, automation, CRM, customer service platforms, or customer analytics is preferred.
• Experience in B2B service, subscription, rental, recurring-revenue, or installed-base businesses is strongly preferred.

Languages and Mobility

• Fluent English is required.
• Spanish and Portuguese are required.
• Availability to travel across Latin America as business needs require.