Lead Management Supervisor - Bilingual

Zebra-Technologies; Ciudad de México; Hybrid; MXN 550,000 - 750,000; Full time

Benefits offered by this job

Hybrid work

Flexible hours

Summer Flex Fridays

Focus Fridays

Well-being day

Job summary

Zebra Technologies is seeking a Lead Management Supervisor for our Marketing Contact Center in CDMX. This hybrid role requires onsite presence at least 3 days per week and close collaboration with sales teams, channel partners, and distributors to meet marketing revenue goals.

You will lead a MCC team, drive SLA achievement, perform lead quality checks, and provide ongoing coaching. You’ll support campaigns and manage supplier relations and budgets while delivering clear performance readouts to

Qualifications

• Experience guiding a team to meet SLA and revenue goals.
• Ability to define and track KPIs for lead management processes.
• Strong collaboration with sales, channel partners, and IT.

Responsibilities

• Oversee the Marketing Contact Center (MCC) operations and inbound lead handling.
• Coach and develop MCC team with day-to-day supervision and performance feedback.
• Ensure SLAs with the sales team and optimize lead routing and follow-up.
• Serve as the primary point of contact for MCC escalations and issues.
• Perform tele-profiling and data verification to ensure lead quality.
• Support promotions, e-commerce alignment, and digital marketing campaigns.
• Manage supplier relationships and MCC budget; document processes and provide training.
• Deliver performance readouts to management and key stakeholders.

Skills

Lead management

Team leadership

KPI reporting

Stakeholder management

Job description

Overview:At Zebra, we are a community of innovators who come together to create new ways of working. United by curiosity and a culture of caring, we develop smart solutions that anticipate our customer’s and partner’s needs and solve their challenges.Being part of Zebra Nation means you are seen, heard, valued, and respected. Drawing from our unique perspectives, we collaborate to deliver on our purpose. Here you are part of a team pushing boundaries today to redefine the work of tomorrow for organizations, their employees, and those they serve.You’ll have opportunities to learn and lead in a forward-thinking environment, defining your path to a fulfilling career while channeling your skills toward causes you care about—locally and globally.Come make an impact every day at Zebra.What We're Looking For:The Lead Management Supervisor oversees third-party resources in the Marketing Contact Center (MCC), leading the entire process for qualifying and handling inbound customer leads. This role involves a close collaboration with sales teams, channel partners, and distributors to achieve marketing revenue goals. This manager is responsible for the team's performance, including setting goals, defining KPIs, reporting progress (lead readouts), and taking corrective action. Additionally, they act as the Subject Matter Expert (SME) on any lead management projects.Location- ***Role is required to be onsite in México- CDMX office (Hybrid- Minimum of 3 days in the office per week).Accountable for team management, including day-to-day supervision, coaching, and development of the Marketing Contact Center (MCC) team.Responsible for achieving Service Level Agreements (SLAs) with the sales team, ensuring efficient lead routing and follow-up.Acts as the primary point of contact for the Marketing Contact Center, handling escalations and resolving issues effectively.Performs tele-profiling and data verification calls as and when required to ensure lead quality.Supports the promotional strategy and maintenance of the company's e-commerce platform, ensuring alignment with broader marketing campaigns.Helps orchestrate promotional plans and digital marketing campaigns that drive inbound inquiries and support overall revenue goals.Manages supplier relationships and is accountable for the team's performance and budget.Accountable for process documentation, training, and ensuring the team is equipped with the necessary product knowledge and tools.Develops and delivers performance readouts to management and key stakeholders.Operates effectively in a highly matrixed organization, collaborating with sales, marketing, and IT to drive results.Benefits:We understand the importance of work-life balance and wellbeing, which is why we offer flexibility for our teams including: hybrid work, adaptable hours, Summer Flex Fridays, Focus Fridays, and an annual companywide well-being day to promote revitalization and success.Job Posting Statement:To protect candidates from falling victim to online fraudulent activity involving fake job postings and employment offers, please be aware our recruiters will always connect with you via @zebra.com email accounts. Applications are only accepted through our applicant tracking system and only accept personal identifying information through that system. Our Talent Acquisition team will not ask for you to provide personal identifying information via e-mail or outside of the system. If you are a victim of identity theft contact your local police department.AI Technology Statement:Zebra Technologies leverages AI technology to evaluate job applications using objective, job-relevant criteria. This approach enhances efficiency and promotes fairness in the hiring process. However, every decision regarding interviews and hiring is made by our dedicated team, because we believe people make the best decisions about people. For more on how we use technology in hiring and how we process applicant data, see our Zebra Privacy Policy .