Senior Customer Service Manager

Confidential Company; Región Centro; Presencial; MXN 1.200.000 - 1.800.000; Jornada completa

Descripción de la vacante

Confidential is seeking a Senior Manager, Customer Service in Guadalajara to lead a multi-layered customer service organization and drive exceptional customer experiences. You will coach managers, align customer outcomes with sales and operations, and build scalable processes for growth.

The role focuses on developing leaders, improving performance, strengthening customer relationships, and ensuring the team operates as a highly effective unit in a fast-moving logistics environment.

Formación

• Experience leading multi-layered teams, including managers.
• Strong understanding of customer operations and account growth.
• Proven ability to drive retention and cross-sell within a portfolio.
• Excellent communication and cross-functional collaboration skills.

Responsabilidades

• Lead, coach, and develop Customer Service Managers and teams.
• Create accountability around customer experience, retention, growth, and operational performance.
• Partner with Sales and Operations to improve execution and outcomes.
• Analyze performance, identify opportunities, and implement improvements.
• Foster ownership, collaboration, and a culture of continuous improvement.

Conocimientos

Leadership

Customer Service

Account Management

Cross-functional Leadership

Coaching

Process Improvement

Logistics Operations

Educación

Bachelor's degree in Business or related field

Descripción del empleo

We are partnering with a rapidly growing transportation and logistics organization to identify a Senior Manager, Customer Service who will play a critical role in ensuring exceptional customer experiences while driving account growth and operational excellence. Reports to Director level executive.

This is an opportunity for an experienced customer operations leader who understands that great service is more than issue resolution. The ideal candidate will lead a team responsible for managing strategic customer relationships, identifying opportunities to grow existing business, and creating strong alignment between customers, sales, and operations.

The Role

As Senior Manager, Customer Service, you will lead a multi-layered customer service organization, ensuring teams have the structure, coaching, and processes needed to deliver exceptional results.

Your focus will be on developing leaders, improving performance, strengthening customer relationships, and ensuring the organization operates as a highly effective and connected team.

You will:

• Lead, coach, and develop Customer Service Managers and their teams.
• Create accountability around customer experience, retention, growth, and operational performance.
• Ensure teams are proactively managing customer relationships and identifying opportunities to expand business.
• Establish best practices for account management, customer communication, and service delivery.
• Partner closely with Sales and Operations teams to improve execution and customer outcomes.
• Analyze team performance, identify opportunities for improvement, and implement solutions.
• Coach leaders to effectively manage priorities, performance, and team development.
• Build a culture of ownership, collaboration, and continuous improvement.

What We’re Looking For

The ideal candidate is a customer-focused leader from the freight brokerage, transportation, or logistics services industry who has experience managing complex customer relationships and leading teams at scale.

You bring:

• Experience in customer service, account management, customer operations, or related leadership roles.
• Experience leading multi-layered teams, including managing managers.
• Strong understanding of transportation, freight, or logistics operations.
• Experience managing a portfolio of customers and driving retention and growth.
• Proven ability to improve processes, team performance, and customer outcomes.
• Strong cross-functional leadership skills with Sales and Operations teams.
• Exceptional communication, coaching, and problem-solving abilities.

You Are Someone Who:

• Believes great customer service is proactive, not reactive.
• Enjoys developing leaders and building high-performing teams.
• Can balance customer advocacy with business objectives.
• Is skilled at identifying opportunities to improve relationships and grow accounts.
• Brings structure, accountability, and consistency to fast-moving environments.
• Thrives in a role where every day brings new challenges and opportunities to improve.

Location Requirements

This role is based in Guadalajara, Mexico. Candidates currently located in Guadalajara or those open to relocation will be considered.

Confidential Search

This is a confidential leadership search. Additional details regarding the organization and opportunity will be shared throughout the interview process.