Senior Manager, Client Experience Leadership & Ops

Boldr; Mérida; Presencial; MXN 1.200.000 - 1.800.000; Jornada completa

Descripción de la vacante

Boldr is seeking an exceptional operational leader to connect Business Unit strategy with account execution. The Senior Manager, Client Experience Excellence will lead a team of Client Experience Managers, elevate operational discipline, and drive scalable CX operations across SaaS, technology, and AI-enabled environments.

This hands-on role blends frontline execution with executive conversations, coaching senior leaders, shaping workforce readiness, escalation governance, and continuous

Formación

• 7+ years of experience in Client Experience, Customer Operations, Service Delivery, or related environments.
• 5+ years leading managers who themselves lead operational teams.
• Experience supporting SaaS, technology, AI, platform, or high-growth businesses.
• Demonstrated success building high-performing operational teams and leadership capability.
• Experience leading workforce planning, capacity planning, staffing strategies, and organizational readiness initiatives.
• Experience driving operational transformation, standardization, or continuous improvement initiatives.
• Strong operational governance, performance management, and escalation management experience.
• Experience using operational data to drive business decisions and organizational improvement.
• Exceptional stakeholder management, communication, and influencing skills.

Responsabilidades

• Lead, coach, and develop a team of Client Experience Managers.
• Establish expectations for leadership behaviors, operational rigor, accountability, decision-making, and client stewardship.
• Conduct performance evaluations, talent reviews, and ongoing development conversations.
• Use coaching, feedback, and performance management practices to strengthen leadership effectiveness across the CXM population.
• Identify leadership capability gaps and implement targeted development plans.
• Build leadership succession pipelines and organizational readiness.
• Foster a culture of ownership, accountability, continuous improvement, and operational excellence.
• Serve as a trusted advisor and thought partner to CXMs as they navigate operational complexity, leadership challenges, and client escalations.
• Establish, implement, and continuously improve operational standards across the Business Unit.
• Drive consistency in account management practices, business reviews, performance management, risk management, and operational governance.
• Lead portfolio health reviews and identify trends, risks, opportunities, and systemic performance gaps.
• Ensure best practices are identified, tested, documented, implemented, and adopted across programs.
• Create mechanisms that improve operational predictability, consistency, scalability, and performance.
• Drive a culture of operational discipline and continuous improvement across all accounts.
• Design and maintain escalation management frameworks and operational governance standards.
• Support CXMs in navigating complex, high-risk, and high-impact operational situations.
• Ensure root causes are identified and corrective actions are implemented and sustained.
• Strengthen decision-making capability across the CXM population to reduce unnecessary executive escalation.
• Own workforce planning initiatives across the Business Unit.
• Lead capacity planning, staffing strategy development, growth planning, and workforce readiness reviews.
• Ensure hiring plans, staffing models, and organizational structures align with current and future client demand.
• Partner with Talent Acquisition and operational leaders to ensure hiring strategies support long-term business needs.
• Establish portfolio-wide standards for performance management and operational accountability.
• Drive the use of operational data and business insights to improve decision-making quality.
• Develop frameworks that encourage proactive leadership intervention and improvements.
• Lead the identification, prioritization, and implementation of operational improvements across the portfolio.

Conocimientos

Systems thinking

Leadership development

Strategic thinking

Operational excellence

Stakeholder management

Communication skills

Descripción del empleo

Boldr is seeking an exceptional operational leader to connect Business Unit strategy with account execution. The Senior Manager, Client Experience Excellence will lead a team of Client Experience Managers, elevate operational discipline, and drive scalable CX operations across SaaS, technology, and AI-enabled environments.

This hands-on role blends frontline execution with executive conversations, coaching senior leaders, shaping workforce readiness, escalation governance, and continuous