Manager, Consumer Care

Whirlpool Corporation; Apodaca; On-site; 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

About Whirlpool Corporation

Whirlpool Corporation (NYSE: WHR) is a leading home appliance company, in constant pursuit of improving life at home. As the only major U.S.-based manufacturer of kitchen and laundry appliances, the company is driving meaningful innovation to meet the evolving needs of consumers through its iconic brand portfolio, including Whirlpool, KitchenAid, JennAir, Maytag, Amana, Brastemp, Consul, and InSinkErator. In 2025, the company reported approximately $16 billion in annual net sales - close to 90% of which were in the Americas - 41,000 employees, and 35 manufacturing and technology research centers. Additional information about the company can be found at WhirlpoolCorp.com .

The team you will be a part of

The Consumer Care team provides new and existing customers with the best possible service in relation to billing inquiries, service requests, suggestions and complaints. Resolves customer enquiries and complaints fairly and effectively. Provides product and service information to customers and identifies up selling opportunities to maintain and increase income streams from customer relationships.

This role in summary

As CX Manager, you will define and drive the CX Strategy for LATAM, you will build robust mechanisms to capture the Voice of the Customer (VoC), translating feedback and behavioral data into actionable cross-functional insights to drive operational improvements and serve as the ultimate consumer advocate within the organization.

Your leadership will drive process redesigns, KPI framework development, and action plan execution to elevate experience standards..

Your responsibilities will include

• End-to-End Journey Architecture & Governance: Design, maintain, and continuously refine detailed Consumer Journey Maps across all physical and digital touchpoints (pre-purchase, purchase, delivery/installation, post-sale service, and loyalty), identifying friction points, drop-offs, and moments of truth.
• Strategic Project Definition & Project roadmap management: Identify, champion, and prioritize strategic projects and initiatives required to enhance the customer experience and improve key metrics such as satisfaction and retention.
• Deep Journey Analytics & Behavioral Diagnostics: Synthesize quantitative metrics (CSAT, NPS, CES, churn rates) and qualitative VoC (Voice of Customer) data to conduct root-cause analysis on journey pain points, identifying key drivers of customer effort and dissatisfaction
• Cross-Functional Collaboration & Action: Serve as the strategic CX consultant across internal operational teams (Supply Chain, Consumer Care, Field Service), providing data-driven visibility and journey metrics to drive organizational alignment around customer-centric goals.

Minimum requirements

1. Bachelor's degree in Business Administration / Engineering in Administration / Related.
2. English - Business Conversations
3. 3 to 5 years of dedicated experience in CX Management, Consumer Journey Mapping, or Experience Analytics, preferably in Retail, E-commerce, or Consumer Services industry
4. Analytic thinking on consumer data, consumer journey.
5. Drive - Cross Functional Leadership
6. Conflict resolution and decision-making
7. Teamwork / Internal Client - 3rd party suppliers
8. Consumer Relationship Experiences
9. Customer Centric attitude
10. Ability to lead a remote organization.

Preferred skills and experiences

1. Background in fast-paced Retail, Omnichannel, or Consumer Tech environments across Latin America.
2. Familiarity with CX analytics platforms and journey mapping software (e.g., Qualtrics, Medallia, Miro, Salesforce).
3. Strong financial acumen to quantify the business impact, ROI, and retention value of CX initiatives.
4. Solid understanding of Field Service, Post-Sale Logistics, and Resolution/Complaints Management workflows.

Connect with us and learn more about Whirlpool Corporation

See what it's like to work at Whirlpool by visiting Whirlpool Careers (http://www.whirlpoolcareers.com/) . Additional information about the company can be found on Facebook (http://www.facebook.com/WhirlpoolCorp/) , Twitter (http://twitter.com/whirlpoolcorp) , LinkedIn (http://www.linkedin.com/company/whirlpool-corporation/life/) , Instagram (http://www.instagram.com/whirlpoolcorp/) and YouTube (http://www.youtube.com/user/WhirlpoolCorporation) .

Whirlpool Corporation is committed to equal employment opportunity and prohibits any discrimination on the basis of race or ethnicity, religion, sex, pregnancy, gender expression or identity, sexual orientation, age, physical or mental disability, veteran status, or any other category protected by applicable law.