Senior Associate Manager, Customer Experience

Hershey Company; México; On-site; MXN 180,000 - 260,000; Full time

Job summary

This role acts as a skilled subject matter expert, organizing and executing work across teams to influence business performance. You will independently manage complex customer service issues, processes, or projects requiring intermediate practical knowledge and cross-functional coordination to elevate service quality.

You will research and resolve problems not immediately evident, apply best practices to drive improvements, and support transformation efforts that impact customer experience and

Qualifications

• 3+ years of experience in customer service.

Responsibilities

• Provide Advanced Customer Service Expertise across channels to resolve escalated or complex needs.
• Manage Escalated Issues and End‑to‑End Service Processes requiring independent decision‑making.
• Execute Projects and Processes with Cross‑Functional Impact on customer experience and business outcomes.
• Collaborate Across Teams to Improve Service Delivery and coordinate end‑to‑end solutions.
• Apply Best Practices to address complex problems and support continuous improvement.

Job description

This role acts as a skilled subject matter expert, organizing and executing work across teams to influence business performance. You will independently manage complex customer service issues, processes, or projects requiring intermediate practical knowledge and cross-functional coordination to elevate service quality.

You will research and resolve problems not immediately evident, apply best practices to drive improvements, and support transformation efforts that impact customer experience and