CX DTX Senior Lead

Logitech; México; Híbrido; MXN 1,465,000 - 2,015,000; Jornada completa

Descripción de la vacante

A global technology company in Mexico is looking for a CX, GDE Senior Lead to define and execute the customer experience strategy. This role requires strong leadership and analytics skills, with a focus on transforming operational effectiveness. The ideal candidate has over 7 years in customer experience operations and demonstrated expertise in change management. The position offers a hybrid work model and a chance to impact organizational outcomes significantly.

Servicios

Comprehensive benefits package

Flexible working environment

Support for personal wellbeing

Formación

• 7+ years of progressive experience in customer experience operations, including leadership in contact centers.
• Demonstrated expertise in driving organizational change.
• Exceptional communication and stakeholder management abilities.

Responsabilidades

• Define and execute operational strategy for Customer Experience.
• Lead customer escalation processes for swift issue resolution.
• Oversee advanced analytics and reporting for CX performance.

Conocimientos

Leadership

Communication

Analytical skills

Change management

Customer experience operations

Educación

Bachelor’s degree

Master’s degree or equivalent

Herramientas

CRM tools (Zendesk or equivalent)

Business analytics software

Digital collaboration tools

Descripción del empleo

Logitech is the Sweet Spot for people who want their actions to have a positive global impact while having the flexibility to do it in their own way.

About CX

The CX team at Logitech is committed to architecting and championing world-class customer experiences as we continue evolving into a multi-category, multi-brand portfolio leader. Our customer-first ethos is supported by a LEAN continuous improvement philosophy, enabling us to scale excellence and set benchmark experiences. We invite senior professionals who are passionate customer advocates, change leaders, and strategic thinkers with a proven ability to translate vision into measurable outcomes in a dynamic, global B2C landscape.

Job Summary

The CX, GDE Senior Lead plays a pivotal role in defining and executing operational strategy for Customer Experience, proactively shaping the future state of CX programs across regions and channels. In this capacity, you will set performance standards, identify and seize strategic opportunities for transformation, and lead cross-functional initiatives to align CX with business imperatives. This leader is responsible for synthesizing complex CX data, evaluating evolving trends, and delivering data-driven recommendations that guide decision-making and optimize organizational outcomes. Success in this senior position requires change management expertise, strategic agility, and the ability to inspire and lead multi-disciplinary teams in a high-velocity B2C environment.

Your Contributions

Be Yourself. Be Open. Stay Hungry and Humble. Collaborate. Challenge. Decide and just Do. These are the leadership behaviors essential to success at Logitech.

In this role you will deliver in the following areas:

Team Leadership and Strategic Oversight

• Provide strategic direction to the GDE team and collaborate closely with senior leadership to raise key metrics such as CSAT%, NPS, Average Order Value (AOV) and Conversion Rates across global messaging, phone, and email channels.
• Originate, steer, and ensure seamless execution of cross-functional Annual Operating Plan (AOP) strategies that drive enterprise-wide operational effectiveness.
• Oversee the CX GDE agent incentive budget, ensuring optimal allocation to foster sustainable sales growth and organizational engagement.
• Ability or desire to lead teams of outsourced and/or direct reports as needed.

Issue Resolution and Business Continuity

• Lead the organization-wide customer escalation process, defining protocols for swift and effective resolution of complex, high-impact issues.
• Serve as executive escalation sponsor for eCommerce-related matters, assuring adherence to compliance standards and operational excellence.
• Drive root cause analysis across business units, leading initiatives to correct endemic gaps and ensure long-term risk mitigation.
• Oversee vendor relationships, guiding partners through critical escalations to resolution.

Stakeholder Engagement

• Act as a primary liaison between stakeholders, internal departments, and external partners to resolve high-visibility business challenges.
• Build strategic alliances with third-party service providers to drive KPI attainment, service continuity, and end-to-end customer experience excellence.

Financial & Refund Operations

• Direct global reconciliation and partnership processes with refund vendors and the Logitech Finance Team to ensure full financial compliance and on-time refund execution at scale.

Advanced Analytics and Reporting

• Lead advanced statistical modeling and trend forecasting to yield actionable insights that enhance CX, GDE performance across multi-regional footprints.
• Oversee the creation and delivery of regular reporting packages (weekly, monthly, ad-hoc) and C-suite-ready presentations, aligning analytics with overarching business strategies.
• Present and interpret key performance indicators (KPIs), such as Month-over-Month (MoM) and Quarter-over-Quarter (QoQ) metrics, influencing senior leadership decisions.

Vendor and Partner Relationship Management

• Set the strategy for outsourcing partner performance management, continually identifying and closing operational performance gaps to elevate KPI achievement.
• Drive workforce planning and strategic relationship engagement with all key outsource providers.

Process Innovation and Quality Management

• Champion the development and roll-out of CX policies, workflows, and technology tools, leveraging innovation to raise quality and operational efficiencies.
• Provide oversight of content lifecycle management for all internal resources and training assets to ensure knowledge consistency and best practice adoption.
• Lead enterprise-wide initiatives focused on transformational improvements to the customer journey and sustainable business growth.

Technology & CRM Leadership

• Lead Systems Integration Testing (SIT) and User Acceptance Testing (UAT) for CRM and eCommerce systems, assisting with the defect management process during migration or implementation initiatives.
• Oversee digital transformation and technology enablement projects, ensuring robust testing and operational readiness pre-launch.

Program & Change Management

• Direct and own cross-functional project strategy, from initial scoping through execution, aligning workstreams with strategic CX priorities and business deliverables.
• Ensure critical project milestones and transformation initiatives are delivered on-time and drive measurable business impact.
• Sponsor and actively participate in high-priority strategic projects as delegated by leadership.

Qualifications

• 7+ years of progressive experience in customer experience operations, including significant leadership or management within contact center environments.
• Advanced computer literacy, with expertise in business analytics, CRM (preferably Zendesk or equivalent), and digital collaboration tools.
• Exceptional communication, influencing, and stakeholder management abilities.
• Demonstrated expertise in cross-functional leadership, critical thinking, and driving organizational change.
• Service excellence orientation, with proven skills in de-escalation, strategic problem‑solving, and precision under pressure.
• Strong mentorship, team development, and coaching skills, coupled with a passion for driving results and continuous learning.

Our ideal candidate:

• Strategic, solutions‑oriented leader who is proactive, self‑motivated, and committed to excellence.
• Transparent, authentic communicator with a knack for giving and receiving actionable feedback.
• Passionate about inclusivity, with a leadership approach grounded in service and empowerment.
• Superior written and verbal communication skills, with presence.
• Mastery of digital tools, project management platforms, and multitasking with keen attention to detail.
• Proven track record in sales leadership (in a Call Center, Retail, or similar fast‑paced environment).
• Project management certification is a bonus.
• Excel in high‑growth, matrixed, and constantly evolving environments.

Education

Bachelor’s degree required; Master’s degree or equivalent advanced training preferred.

Logitech is the sweet spot for leaders who are passionate about shaping global product experiences and enabling teams to make a significant mark while enjoying the journey. We’re agile enough for each leader to drive bold initiatives, yet possess scale to create lasting global impact. We strive to sustain this dynamic “sweet spot” every day.

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, identity, national origin, protected veteran status, or on the basis of disability.

Work Model

Across Logitech we empower collaboration and foster play. We help teams collaborate/learn from anywhere, without compromising on productivity or continuity so it should be no surprise that most of our jobs are open to work from home from most locations. Our hybrid work model allows some employees to work remotely while others work on‑premises. Within this structure, you may have teams or departments split between working remotely and working in‑house.

Logitech is an amazing place to work because it is full of authentic people who are inclusive nature as well as by design. Being a global company, we value our diversity and celebrate all our differences. Don’t meet every single requirement? Not a problem. If you feel you are the right candidate for the opportunity, we strongly recommend that you apply. We want to meet you!

Benefits

We offer comprehensive and competitive benefits packages and working environments that are designed to be flexible and help you to care for yourself and your loved ones, now and in the future. We believe that good health means more than getting medical care when you need it. Logitech supports a culture that encourages individuals to achieve good physical, financial, emotional, intellectual and social wellbeing so we all can create, achieve and enjoy more and support our families.

If you require an accommodation to complete any part of the application process, are limited in the ability, are unable to access or use this online application process and need an alternative method for applying, you may contact us toll free at [phone] for assistance and we will get back to you as soon as possible.