Senior CX Lead, LATAM & Spain — Hybrid

Mheducation; Ciudad de México; Ibrido; MXN 1.200.000 - 2.400.000; Tempo pieno

Descrizione del lavoro

McGraw Hill is seeking a Senior Manager of Customer Experience for LATAM and South America in Mexico City. You will lead bilingual customer service operations, develop high-performing teams, and drive regional growth through transformation. Hybrid work with in-office Mondays and Wednesdays.

Ideal candidates have 8+ years in CX or contact centers, 3–5 years in leadership, and Salesforce experience. You will collaborate across Workforce Management, Training, QA, Product, and Operations to meet

Competenze

• 8+ years in customer service or contact center operations.
• 3–5 years in a people leadership role.
• Advanced bilingual proficiency in English and Spanish, written and spoken.
• Experience leading teams through organizational change and transformation.
• Experience in Salesforce required; IP 1 is a plus.

Mansioni

• 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 the escalation point for complex or high-impact customer issues.
• Build and maintain cross-functional partnerships with Workforce Management, Training, QA, Product, and Operations teams.
• 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.

Conoscenze

Bilingual English/Spanish

Salesforce

Leadership

Formazione

Strumenti

Salesforce

Descrizione del lavoro

McGraw Hill is seeking a Senior Manager of Customer Experience for LATAM and South America in Mexico City. You will lead bilingual customer service operations, develop high-performing teams, and drive regional growth through transformation. Hybrid work with in-office Mondays and Wednesdays.

Ideal candidates have 8+ years in CX or contact centers, 3–5 years in leadership, and Salesforce experience. You will collaborate across Workforce Management, Training, QA, Product, and Operations to meet