Senior Microsoft Manager Vendor

Adecco; Naucalpan de Juárez; On-site; MXN 900,000 - 1,300,000; Full time

Job summary

Adecco is seeking a Manager, Support Operations LATAM to lead regional support operations across Mexico, Brazil, and other Latin American markets. This hands-on leadership role focuses on delivering exceptional customer experience, achieving service excellence, and developing teams.

You will drive SLA compliance, optimize support processes, and partner with Product, Engineering, and Global teams to implement automation, AI-enabled support, and continuous improvement.

Qualifications

• 5+ years of experience in customer support, technical support, service delivery, or support operations.
• 2+ years of people leadership experience managing frontline support teams.
• Experience with SLA-driven operations, escalations, backlog, and KPIs.
• Experience with distributed, multicultural LATAM teams.
• Strong analytical and problem-solving skills.
• Professional fluency in English and Spanish.
• Portuguese language skills are a significant advantage.

Responsibilities

• Lead and develop support teams across multiple LATAM countries.
• Own service delivery performance, including SLA compliance, response times, backlog management, ticket quality, and customer satisfaction.
• Manage critical customer escalations and ensure timely resolution and communication.
• Drive operational consistency across regional teams while adapting to local business needs.
• Analyze performance metrics and transform data into actionable improvement plans.
• Collaborate with Product, Engineering, Vendors, and Global Leadership teams.
• Identify opportunities to leverage automation, self-service solutions, and AI-driven support capabilities.

Skills

Customer support

People leadership

Data analysis

English fluency

Spanish fluency

Tools

Zendesk

Jira Service Management

ServiceNow

Job description

Manager Support Operations

Are you a hands-on operations leader passionate about customer experience, service excellence, and team development?

We are looking for a Manager, Support Operations LATAM to lead regional support operations across Mexico, Brazil, and other Latin American markets. This is a high-impact leadership position responsible for driving operational performance, managing support teams, improving customer satisfaction, and ensuring consistent service delivery across multiple countries.

This role offers the opportunity to influence regional strategy, partner with global stakeholders, and lead initiatives focused on operational excellence, automation, AI-enabled support, and continuous improvement.

What You'll Do

• Lead and develop support teams across multiple LATAM countries.
• Own service delivery performance, including SLA compliance, response times, backlog management, ticket quality, and customer satisfaction.
• Manage critical customer escalations and ensure timely resolution and communication.
• Drive operational consistency across regional teams while adapting to local business needs.
• Analyze performance metrics and transform data into actionable improvement plans.
• Collaborate with Product, Engineering, Vendors, and Global Leadership teams.
• Identify opportunities to leverage automation, self-service solutions, and AI-driven support capabilities.

What We're Looking For

• 5+ years of experience within customer support, technical support, service delivery, or support operations environments.
• 2+ years of people leadership experience managing frontline support teams.
• Proven experience managing SLA-driven operations, escalations, backlog, and operational KPIs.
• Experience working with distributed, multicultural, or cross-country teams within LATAM.
• Strong analytical and problem-solving skills.
• Professional fluency in English and Spanish.
• Portuguese language skills are a significant advantage.

Preferred Experience

• Technical Support, Service Desk, Customer Support, Contact Center, or Service Delivery leadership roles.
• Exposure to 24x7 or global support environments.
• Experience with platforms such as Zendesk, Jira Service Management, or ServiceNow.
• Knowledge Management, QA programs, Automation, Chatbots, or AI-enabled support operations.

Why Join Us?

• Regional leadership scope across Latin America.
• Opportunity to influence customer experience and business performance.
• High visibility with global leadership teams.
• Exposure to operational transformation, automation, and AI initiatives.
• Collaborative, multicultural, and fast-growing environment.

If you're a dynamic operations leader who thrives in fast-paced support environments and enjoys driving results across teams and countries, we'd love to hear from you.