Customer Care Manager

About us

One team. Global challenges. Infinite opportunities. At Viasat, we’re on a mission to deliver connections with the capacity to change the world. For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries around the globe communicate. We’re looking for people who think big, act fearlessly, and create an inclusive environment that drives positive impact to join our team.

What you'll do

The Customer Care Manager will be responsible for service delivery across all Customer Care channels in Mexico. You will be required to maintain service levels, service delivery, productivity measures, to achieve planned costs targets. The Operations Manager will drive operational effectiveness and efficiency. This highly critical role requires a self-starter who can develop and improve operations through integrated processes, implementing common management processes/services to leverage organization resources.

The day-to-day

You will specialize in providing customer-centric and device-appropriate experiences across all delivery channels, products and services.

What you'll need

Job Complexity:

Strategic Oversight: Develop and implement customer care strategies to improve satisfaction, retention, and operational efficiency. Requires balancing short-term service goals with long-term business objectives. Team
Leadership and Management: Manage diverse teams (e.g., call center agents, support staff) across multiple locations or channels (phone, email, chat, social media). Involves hiring, training, coaching, and resolving conflicts while fostering a positive team culture
Performance Metrics and KPIs: Monitor and analyze complex data sets (e.g., customer satisfaction scores, average handle time, first-call resolution rates) to drive performance. Requires proficiency in setting targets, identifying trends, and implementing improvements
Process Optimization: Design and streamline workflows to enhance efficiency and reduce costs while maintaining or improving service quality. Involves identifying bottlenecks and implementing scalable solutions.
Customer Experience Management: Handle escalated customer issues and ensure consistent, high-quality service delivery across touchpoints. Requires empathy, problem-solving, and decision-making under pressure
Cross-Functional Collaboration: Work with departments like sales, marketing, IT, or product teams to align customer care with broader business goals. Requires navigating competing priorities and influencing stakeholders
Budget and Resource Management: Control operational budgets, allocate resources, and justify investments in tools or staffing. Involves financial competence and cost-benefit analysis
Change Management: Lead teams through organizational changes, such as new technology adoption or process overhauls, while minimizing disruptions to service

Communication:

Verbal Communication: Clear, concise speaking, ability to articulate ideas effectively in meetings, presentations, or one-on-one
Written Communication: Strong writing skills for emails, reports, or documentation. Active listening and interpersonal skills with the ability to adaptable and tailor communication style to diverse audiences, such a as colleagues, clients, or stakeholders. Preferred multilingual skills, technical communication, and digital proficiency

Scope:

Industry Knowledge: Customer Care Operations, Vendor Management, Call Center Operations, and Customer Experience
Multichannel Operations: Manage omnichannel customer interactions (e.g., social media, live chat, email) to ensure seamless experiences, requiring adaptability to evolving platforms. Operations: Establishes operational objectives and delegates assignments. Makes technical or operational decisions for immediate operations; focus on making continuous improvements with proven ability to manage and influence KPIs. Role includes vendor management or oversight of vendors, adding layers of complexity

Leadership / Influence:

Demonstrates competency with the ability to work in a productive, collaborative, and cooperative way in a group of professional employees with a broad range of duties. Proven ability to lead, mentor others, and is seen as a leader across the organization

What will help you on the job

Typically requires 5+ years of managerial experience
Typically requires 5+ years of call center, vendor management, and operations experience
Bachelor's degree or equivalent in a related field, preferred

At Viasat, we consider many factors when it comes to compensation, including the scope of the position as well as your background and experience. Base pay may vary depending on job-related knowledge, skills, and experience. Additional cash or stock incentives may be provided as part of the compensation package, in addition to a range of medical, financial, and/or other benefits, dependent on the position offered. Learn more about Viasat’s comprehensive benefit offerings that are focused on your holistic health and wellness at https://careers.viasat.com/benefits.
EEO Statement

Viasat is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ancestry, physical or mental disability, medical condition, marital status, genetics, age, or veteran status or any other applicable legally protected status or characteristic. If you would like to request an accommodation on the basis of disability for completing this on-line application, please click here.

Rocket Lab

Ciudad de México

Presencial

MXN 200,000 - 400,000

Jornada completa

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