Manager, Consumer Care

Whirlpool Corporation; Monterrey; Presencial; MXN 545,000 - 819,000; Jornada completa

Descripción de la vacante

A leading home appliance company is seeking a Manager for Consumer Care in Monterrey, Nuevo León. The successful candidate will lead the analysis of call center operations, prioritize strategic projects, and provide insights to enhance customer experience. They should have a Bachelor's degree, 3 to 5 years of experience, and strong analytic and managerial skills. This role offers the chance to innovate and lead a remote team, ensuring customer satisfaction while improving key performance metrics.

Formación

• 3 to 5 years of experience in the position or related.
• Ability to lead a remote organization.
• Experience on Consumer Journey.

Responsabilidades

• Lead the analysis of call center operation behavior to improve KPI.
• Identify and prioritize strategic projects to enhance customer experience.
• Provide data-driven insights to various departments.

Conocimientos

Analytic thinking

Conflict resolution and decision-making

Teamwork / Client-Whirlpool-Internal Client

Project Management

Consumer Relationship Experience

Educación

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

Herramientas

Google Drive

Google Sheets

Google Slides

Google Docs

Smart Sheets

Sites

Descripción del empleo

Career Opportunities: Manager, Consumer Care (69838)

Requisition ID69838-Posted -Monterrey WS WMEX

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 2024, the company reported approximately $17 billion in annual sales - close to 90% of which were in the Americas - 44,000 employees, and 40 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.

Responsible for executing call center operations in the región of LarNorth + Lar South. This role requires experience in consumer care management, as well as the ability to analyze information and analytical thinking to provide best operational strategy. The ideal candidate must have proven administrative skills and the drive to coordinate transformational projects with innovative tools and hightech trends to improve customer experience.

Your responsibilities will include

Operational strategy: Lead the analysis of call center operation behavior and trends to improve KPI, provide a corrective action in each opportunity area.

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.

Cross-Functional Collaboration & Action: Provide data-driven insights and clear visibility to various departments (e.g., Field Service, Marketing, Engineering) to enable them to execute actions that improve customer experience.

Financial Strategy: Maintain forecast expenses with the correct strategy and innovative project to reduce expenses.

People Skills: Manage a large group of people pushing to standardize process and KPI.

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

English - Business Conversations

3 to 5 years of experience in the position or related

Analytic thinking

Drive

Conflict resolution and decision-making

Teamwork / Client-Whirlpool-Internal Client

Consumer Relationship Experience - Customer Centric attitude

Ability to lead a remote organization.

Project Management

Google Drive, Sheets, Slides, Docs, Smart Sheets , and Sites

Preferred skills and experiences

Service Network Operations Understanding.

Ability to lead large teams.

Resolution, Queries & Complaints Management.

Experience on Consumer Journey

Connect with us and learn more about Whirlpool Corporation

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.