CX Excellence Lead: Operational Leadership for Clients

Boldr Impact; Mérida; Presencial; MXN 900.000 - 1.800.000; Jornada completa

Descripción de la vacante

Boldr is seeking an exceptional Senior Manager, Client Experience Excellence to bridge strategy and execution across the Client Experience Management (CXM) function. You will lead CXMs, raise leadership capability, and drive operational discipline across SaaS programs.

You'll coach senior leaders, shape workforce readiness, and reduce executive escalation while delivering consistent client outcomes in a fast-growing tech environment. This role demands hands-on leadership and strategic influence.

Formación

• 7+ years of experience in Client Experience, Customer Operations, Service Delivery, or related environments.
• 5+ years leading managers who themselves lead operational teams.
• Experience supporting SaaS, technology, AI, platform, or high-growth businesses.
• Demonstrated success building high-performing operational teams and leadership capability.
• Experience leading workforce planning, capacity planning, staffing strategies, and organizational readiness initiatives.
• Experience driving operational transformation, standardization, or continuous improvement initiatives across multiple programs or business units.

Responsabilidades

• Lead, coach, and develop a team of Client Experience Managers.
• Establish and reinforce clear expectations for leadership behaviors, operational rigor, accountability, decision‑making, and client stewardship.
• Conduct performance evaluations, talent reviews, and ongoing development conversations.
• Use coaching, feedback, and performance management practices to strengthen leadership effectiveness across the CXM population.
• Identify leadership capability gaps and implement targeted development plans.
• Build leadership succession pipelines and organizational readiness.
• Foster a culture of ownership, accountability, continuous improvement, and operational excellence.
• Serve as a trusted advisor and thought partner to CXMs as they navigate operational complexity, leadership challenges, and client escalations.

Conocimientos

Systems thinking

Leadership development

Stakeholder management

Operational governance

Data-driven decision making

Coaching & feedback

Ambiguity management

Cross-functional collaboration

Descripción del empleo

Boldr is seeking an exceptional Senior Manager, Client Experience Excellence to bridge strategy and execution across the Client Experience Management (CXM) function. You will lead CXMs, raise leadership capability, and drive operational discipline across SaaS programs.

You'll coach senior leaders, shape workforce readiness, and reduce executive escalation while delivering consistent client outcomes in a fast-growing tech environment. This role demands hands-on leadership and strategic influence.