Bilingual Customer Experience Leader LATAM & Spain (Hybrid)

Mcgraw Hill; Xico; Hybride; MXN 1 200 000 - 2 000 000; Plein temps

Résumé du poste

McGraw Hill seeks a Senior Manager of Customer Experience for LATAM and South America, based in Mexico City or nearby areas, with a hybrid model requiring in-office presence on Mondays and Wednesdays. You will lead bilingual customer service operations, develop high-performing teams, and drive transformation for long-term regional growth.

You will oversee SLAs, KPIs, quality standards, and customer satisfaction while collaborating with cross-functional partners and implementing standardized

Qualifications

• 8+ years in customer service or contact center ops.
• 3–5 years in a people leadership role.
• Advanced bilingual proficiency in English and Spanish.

Responsabilités

• Lead, coach, and develop frontline customer service teams across LATAM.
• Oversee daily operations including workload distribution, queue management, and scheduling across time zones.
• Ensure achievement of SLAs, KPIs, quality standards, and customer satisfaction targets.
• Serve as escalation point for complex issues.
• Build cross-functional partnerships with Workforce Management, Training, QA, Product, and Ops.
• Drive process improvements, tool enhancements, and standardized workflows.
• Develop reporting frameworks and performance metrics to evaluate team success.
• Support forecasting, staffing plans, and resource optimization per regional demand.

Connaissances

People leadership

KPI management

Cross-functional collaboration

Bilingual English/Spanish

Outils

Salesforce

Description du poste

McGraw Hill seeks a Senior Manager of Customer Experience for LATAM and South America, based in Mexico City or nearby areas, with a hybrid model requiring in-office presence on Mondays and Wednesdays. You will lead bilingual customer service operations, develop high-performing teams, and drive transformation for long-term regional growth.

You will oversee SLAs, KPIs, quality standards, and customer satisfaction while collaborating with cross-functional partners and implementing standardized