LatAm CX Manager — Consumer Care & VoC (Remote)

Whirlpool Corporation; Apodaca; Remote; MXN 900,000 - 1,300,000; Full time

Job summary

Whirlpool Corporation seeks a CX Manager for LATAM to define and drive the CX strategy and capture the Voice of the Customer across all touchpoints. You will translate feedback into actionable insights and lead cross-functional teams to improve operations and customer outcomes.

You will design journey maps, develop KPI frameworks, and execute action plans to raise satisfaction and loyalty. Remote leadership and strong analytics are essential for success.

Qualifications

• Bachelor's degree in Business Administration, Engineering in Administration or related field.
• Experience in CX Management, Consumer Journey Mapping, or Experience Analytics (3–5 years).
• Strong analytical skills for consumer data and journey analysis.
• Ability to lead a remote organization and cross-functional teams.
• Excellent communication and decision-making abilities.
• Familiarity with CX analytics platforms and journey mapping software.

Responsibilities

• Design and govern End-to-End Consumer Journey Maps across physical and digital touchpoints.
• Define and manage strategic CX projects and roadmaps to improve satisfaction and retention.
• Synthesize CSAT, NPS, CES, churn and VoC data for root-cause analysis.
• Collaborate with Supply Chain, Consumer Care, and Field Service to drive improvements.

Skills

English (Business)

Analytical thinking

Cross-functional leadership

Conflict resolution

Team collaboration

Customer-centric mindset

Remote leadership

Customer relationship experience

Education

Bachelor's degree in Business Administration / Engineering in Administration / Related

Tools

Qualtrics

Medallia

Miro

Salesforce

Job description

Whirlpool Corporation seeks a CX Manager for LATAM to define and drive the CX strategy and capture the Voice of the Customer across all touchpoints. You will translate feedback into actionable insights and lead cross-functional teams to improve operations and customer outcomes.

You will design journey maps, develop KPI frameworks, and execute action plans to raise satisfaction and loyalty. Remote leadership and strong analytics are essential for success.