Bilingual CX Leader, LATAM & Spain (Hybrid)

Mcgraw Hill; Ciudad de México; Hybrid; MXN 1,800,000 - 2,400,000; Full time

Job summary

McGraw Hill is seeking a Senior Manager of Customer Experience for LATAM and South America. You will lead bilingual customer service operations, build high-performing teams, and drive regional transformation for long-term growth.

Based in Mexico City or surrounding areas, the role offers a hybrid model with in-office Mondays and Wednesdays. You will oversee SLAs, KPIs, and cross-functional partnerships across the region.

Qualifications

• 8+ years in customer service or contact center operations
• Advanced bilingual proficiency in English and Spanish, both written and spoken
• Proven ability to manage SLAs, KPIs, and performance metrics in high-volume context
• Experience leading teams through organizational change and transformation

Responsibilities

• Lead customer service front-line teams across LATAM.
• Oversee 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 or high-impact customer issues.
• Build cross-functional partnerships with Workforce Management, Training, QA, Product, and Operations teams.
• Drive process improvements, tool enhancements, and standardized workflows.
• Develop reporting frameworks and metrics to evaluate team success.
• Support forecasting, staffing plans, and resource optimization for regional demand.

Skills

Customer service leadership

Bilingual English/Spanish

SLA & KPI management

Change leadership

Tools

Salesforce

IP 1

Job description

McGraw Hill is seeking a Senior Manager of Customer Experience for LATAM and South America. You will lead bilingual customer service operations, build high-performing teams, and drive regional transformation for long-term growth.

Based in Mexico City or surrounding areas, the role offers a hybrid model with in-office Mondays and Wednesdays. You will oversee SLAs, KPIs, and cross-functional partnerships across the region.