Senior Manager, Customer Operations

Glia; Ciudad de México; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading technology company is seeking an exceptional leader to build and manage a Client Engineering team in Mexico City. This in-office role requires 5+ years of relevant experience, team leadership skills, and proficiency in both English and Spanish. The successful candidate will drive operational excellence and mentorship while establishing a cohesive cultural environment in the office.

Servicios

Competitive salary and stock options

Professional development support

Access to the latest tools and equipment

Premium Insurance

Team events

Formación

• 5+ years of relevant professional experience.
• 3+ years of leading or managing teams.
• Experience hiring and growing a customer-facing team.

Responsabilidades

• Establish and lead the Client Engineering team in Mexico.
• Drive operational excellence across the Mexico site.
• Mentor and develop team members.

Conocimientos

Operational excellence

Team leadership

Native-level proficiency in English

Native-level proficiency in Spanish

Educación

Bachelor's degree

Herramientas

Jira

QuickSight

Salesforce

Descripción del empleo

Overview

Our award-winning technology powers conversations with customers for some of the world’s largest enterprises. We believe that combining the human touch with technology is the best way to create amazing customer experiences. When human abilities such as problem-solving, creative thinking and relationship building are enhanced with technology, magical moments happen.

Location

Mexico City (primary); 100% In-office requirement

The Role

We are experiencing rapid growth and are seeking an exceptional leader to establish and lead our presence in Mexico, beginning with the creation of our Client Engineering (Technical Support Engineering) team. As a key member of the post-sales leadership team reporting directly to the SVP, Global Head of Customer Operations, this dual role encompasses building a world-class support & services organization and serving as “first person on the ground” for our Mexico operations. Your primary focus will be on building the Client Engineering team in our Mexico City office and assisting with the stewardship of all in-country post-sales team members.

While this role does not have direct P&L responsibilities initially, you will be accountable for the operational success of the Mexico site, with the potential for expanded scope and responsibility as our presence in the region grows.

What You’ll Do

Country & Cultural Leadership

• As the senior post-sales leader in Mexico, partner with global leadership to align the region's operations with overall company objectives.
• Drive operational excellence across the Mexico site, ensuring all post-sales teams have the resources, processes, and support needed to succeed.
• Establish and scale our Mexico City office, acting as the cultural hub for all post-sales employees in the country and fostering a cohesive, high-performing environment.
• Provide site-wide leadership and mentorship to foster professional development.
• Serve as the primary operational liaison for cross-functional partners like Finance, HR, and IT for all Mexico-based matters.

Operational Excellence

• Manage and improve key KPIs such as CSAT, Median Time to Resolution, Cost per Ticket
• Develop a world-class client engineering support model that ensures customers remain raving fans
• Design and implement operational processes to ensure teams are efficient and effective and help Glia customers

Team Leadership & Development

• Build a world-class Client Engineering (Technical Support Engineering) team in Mexico, starting with the hands-on recruitment and training of technical support engineers (directly from university)
• Hire, develop, and retain top early-career talent, with the goal of creating an internal talent pipeline for the broader post-sales organization
• Provide mentorship, coaching, and performance feedback to your direct reports
• Set clear goals and performance expectations for the team

Requirements

• This is a 100% in-office role based in Mexico City
• 5+ years of relevant professional experience, which may include experience in consulting, private equity/venture capital, and/or customer success/post-sales leadership
• 3+ years of leading or managing teams
• Experience hiring, onboarding, and growing a customer-facing team
• Experience serving US-based customers and working with a US company
• Strong operational skills with experience driving organizational efficiencies
• Native-level proficiency in both English and Spanish is required
• Bachelor's degree required

Bonus / Preferred Experience

• A top-tier MBA is preferred
• Experience building and scaling offices in new markets, preferably in LATAM
• Experience in SaaS customer success leadership
• Contact center industry experience
• Experience successfully working with senior (C-level) executives
• Previous country manager or regional director experience focused on internal operations
• Ability to assist in complex technical issue resolution and provide guidance to the team
• Working knowledge of the following technologies: Jira, QuickSight, Salesforce; Web Technologies including REST APIs, WebRTC, Web Sockets; Mobile technologies including Swift, Java, Kotlin; Telephony and media streaming technologies

Benefits

• Competitive salary and stock options
• Professional development support (training, courses, conferences, books, etc)
• Access to all the latest tools and equipment you\'ll need
• Premium Insurance
• Team events: annual employee awards, internal hackathons, and more

*Glia is an equal-opportunity employer. Glia does not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law.

The Glia Talent Acquisition team uses @glia.com and @gliatalent.com mailboxes for coordinating interviews, providing updates, and sending documents. Our hiring process involves an introduction, practical and team interviews, and a decision and offer. For more information, visit our Recruitment Privacy Notice page or contact our talent team via [e-mail]

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