Bilingual Driver Operations Analyst

Grupo Modelo S.A. de C.V.; Aguascalientes; Presencial; MXN 320.000 - 440.000; Jornada completa

Descripción de la vacante

Grupo Modelo S.A. de C.V. is seeking a 100% bilingual Driver Operations Analyst to support U.S.-based drivers via phone, email, and case management platforms.

The role focuses on resolving deliveries and route issues, with a requirement for strong English communication and problem-solving skills. The ideal candidate has at least 1 year in customer service or logistics operations, a Bachelor's degree, and experience with case management tools.

Formación

• Bachelor's Degree required, preferably in Business Administration, Supply Chain, Logistics, Transportation, Operations, Industrial Engineering, or related field.
• Advanced English level (B2–C1) – Mandatory.
• 1 year of experience in customer service, logistics, transportation, operations, dispatch, shared services, or business operations.
• Experience managing requests through phone, email, or case management platforms is preferred.
• Experience supporting transportation or logistics operations is a plus.

Responsabilidades

• Provide bilingual operational support to U.S.-based drivers through phone, email, and case management platforms.
• Resolve requests related to deliveries, routes, accounts, and transportation processes.
• Serve as the first point of contact for drivers requiring operational assistance.
• Investigate operational issues, identify root causes, and provide timely solutions.
• Coordinate with internal teams such as Logistics, Distribution, Customer Service, Transportation, and Technology.
• Escalate complex operational issues when necessary and ensure timely follow-up.
• Maintain accurate case documentation and activity records in business systems.
• Meet service-level, quality, productivity, and customer-experience objectives.
• Identify recurring operational issues and recommend process improvement opportunities.
• Support business continuity by helping drivers complete deliveries efficiently.

Conocimientos

English proficiency

Educación

Bachelor's Degree

Herramientas

Excel

Outlook

Case management platforms

Descripción del empleo

We are looking for a 100% bilingual Driver Operations Analyst to join our Driverline team.

This role is responsible for providing frontline operational support to drivers across the United States, helping resolve transportation, delivery, and route-related issues through phone, email, and case management platforms.

This role requires confidence communicating in English on a daily basis, along with strong problem-solving, communication, and follow-up skills.

This position is ideal for professionals who want to develop experience in transportation operations, logistics, customer experience, and cross-functional collaboration within a global business environment.

Key Responsibilities

• Provide bilingual operational support to U.S.-based drivers through phone, email, and case management platforms.
• Resolve requests related to deliveries, routes, accounts, and transportation processes.
• Serve as the first point of contact for drivers requiring operational assistance.
• Investigate operational issues, identify root causes, and provide timely solutions.
• Coordinate with internal teams such as Logistics, Distribution, Customer Service, Transportation, and Technology.
• Escalate complex operational issues when necessary and ensure timely follow-up.
• Maintain accurate case documentation and activity records in business systems.
• Meet service-level, quality, productivity, and customer-experience objectives.
• Identify recurring operational issues and recommend process improvement opportunities.
• Support business continuity by helping drivers complete deliveries efficiently.

Requirements

Education: Bachelor's Degree required, preferably in Business Administration, Supply Chain, Logistics, Transportation, Operations, Industrial Engineering, or a related field.

Language Skills: Advanced English level (B2–C1) – Mandatory.

This is a 100% bilingual position. Daily communication with U.S.-based drivers and internal stakeholders will be conducted in English.

Experience

• At least 1 year of experience in customer service, logistics, transportation, operations, dispatch, shared services, or business operations.
• Experience managing requests through phone, email, or case management platforms is preferred.
• Experience supporting transportation or logistics operations is a plus.

Technical Skills

• Basic to intermediate proficiency in Microsoft Office, especially Excel and Outlook.
• Experience using case management, transportation, or business support platforms is a plus.
• Experience working with enterprise business systems is preferred but not required.

Availability

• Excellent verbal and written communication skills in English.
• Strong analytical and problem-solving skills.
• Ability to manage multiple requests and priorities.
• Strong ownership and follow-up mindset.
• Ability to work in a fast-paced, service-driven environment.
• Attention to detail and accurate case documentation.
• Team player with strong organizational and collaboration skills.
• Interest in developing knowledge of transportation and logistics operations.