Senior Bilingual CX Leader — LATAM & Spain

Mcgraw Hill; Ciudad de México; Híbrido; MXN 1.200.000 - 1.800.000; Jornada completa

Descripción de la vacante

McGraw Hill in Mexico City is seeking a Senior Manager of Customer Experience for LATAM and South America. You will lead bilingual customer service operations, build high-performing teams, and drive transformation to position McGraw Hill for regional growth.

Based in CDMX or nearby, the role offers a hybrid model with in-office presence on Mondays and Wednesdays. You will oversee SLAs, KPIs, and cross-functional partnerships to deliver exceptional student and educator experiences.

Formación

• 8+ years in customer service or contact center ops
• 3-5 years in people leadership
• Advanced bilingual English/Spanish (written & spoken)
• Experience managing SLAs, KPIs in high-volume environments
• Experience leading teams through change/transformation
• Education industry experience a plus

Responsabilidades

• Lead, coach, and develop customer service front-line teams across LATAM.
• Oversee daily operations including workload distribution, queue management, and scheduling across time zones
• Ensure achievement of SLAs, KPIs, quality standards, and customer satisfaction targets
• Serve as escalation point for complex or high-impact customer issues
• Build and maintain cross-functional partnerships with Workforce Management, Training, QA, Product, and Operations
• Drive process improvements, tool enhancements, and standardized workflows
• Develop structured reporting frameworks and performance metrics to evaluate team success
• Support forecasting, staffing plans, and resource optimization aligned to regional demand

Conocimientos

Bilingual EN/ES

People leadership

SLA/KPI management

Salesforce

Cross-functional collaboration

Process improvement

Herramientas

Salesforce

Descripción del empleo

McGraw Hill in Mexico City is seeking a Senior Manager of Customer Experience for LATAM and South America. You will lead bilingual customer service operations, build high-performing teams, and drive transformation to position McGraw Hill for regional growth.

Based in CDMX or nearby, the role offers a hybrid model with in-office presence on Mondays and Wednesdays. You will oversee SLAs, KPIs, and cross-functional partnerships to deliver exceptional student and educator experiences.