Global Warranties Lead: CX & Growth

PayJoy; Ciudad de México; Presencial; MXN 900.000 - 1.300.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health & dental

Life insurance

Home office gear

Christmas bonus

Vacation days

Vacation premium

Saving funds

Grocery coupons

Co-working travel

Professional development

Descripción de la vacante

PayJoy is seeking a results-driven operations leader to manage global warranties and standardize processes to scale across regions. You will implement continuous improvement practices to reduce costs and elevate customer experience.

You will oversee a team of supervisors, analysts, and BPOs, analyze risks to P&L and CX, and set KPIs/OKRs to drive performance across channels. The role requires a business/engineering/fintech background and English proficiency.

Formación

• Bachelor's degree in business, engineering, finance, or product management.
• MBA preferred.
• Lean Six Sigma certifications.
• Experience in Banking, NeoBanking and/or Fintech industries, within the customer experience, operations, product, and strategy verticals.

Responsabilidades

• Manage Global Warranties vertical to build and standardize processes to scale warranties across different regions.
• Implement continuous improvement methodologies across different verticals to minimize costs and improve CX.
• Analyze, test, identify and assess potential risks to projects that can impact P&L and CX.
• Determine KPIs / OKRs to improve performance towards a better CX across channels.
• Manage a team of 5+ supervisors, analysts and BPOs to implement continuous improvement for verticals such as Global warranties.
• Deeply understand operational structure to identify bottlenecks and improve metrics.

Conocimientos

English (C1)

Educación

Bachelor's degree in business, engineering, finance, or product management

MBA preferred

Descripción del empleo

PayJoy is seeking a results-driven operations leader to manage global warranties and standardize processes to scale across regions. You will implement continuous improvement practices to reduce costs and elevate customer experience.

You will oversee a team of supervisors, analysts, and BPOs, analyze risks to P&L and CX, and set KPIs/OKRs to drive performance across channels. The role requires a business/engineering/fintech background and English proficiency.