Senior Operations Manager

the LEGO Group; Monterrey; On-site; Confidencial; Full time

Job summary

The LEGO Group is seeking an experienced Senior Operations Manager to lead our Consumer & Shopper Engagement call center operations in Monterrey. The role oversees over 100 Customer Service Advisors, driving service excellence and strong employee engagement while aligning with global strategies.

You will guide recruitment, onboarding, and performance management, coaching leaders to build high-performing teams and manage escalations for optimal outcomes across voice and digital channels.

Qualifications

• Extensive experience in call center operations, contact center leadership, or customer service operations.
• Proven experience leading large teams (100+ employees) in an operations environment.
• Experience managing multiple layers of leadership.
• Strong English communication skills (written and verbal).
• Demonstrated ability to manage operational KPIs and performance metrics.
• Strong leadership skills with coaching, mentoring, and team development.
• Experience collaborating with global or cross-regional teams.
• Experience with recruitment, onboarding, and workforce planning.

Responsibilities

• Lead daily call center operations supporting 100+ customer service advisors through multiple layers of leadership.
• Serve as the site leader for the Monterrey CSE operation, aligning with global strategies.
• Manage operational performance including service level, productivity, quality, and customer satisfaction metrics.
• Analyze performance trends including attrition, absenteeism, and KPIs, implementing improvement plans.
• Lead recruitment and onboarding strategies in partnership with workforce planning and talent acquisition teams.
• Coach and develop leaders to build engaged, high-performing teams.
• Manage customer escalations and executive-level complaints to ensure positive outcomes.
• Drive continuous improvement initiatives to increase efficiency and service quality.
• Collaborate with regional and global operations leaders to share best practices.

Skills

Call center leadership

Operations management

Recruitment

Workforce planning

English communication

Performance metrics

Job description

Senior Operations Manager – Call Center Operations

Company: The LEGO Group

The LEGO Group is looking for an experienced Senior Operations Manager to lead our Consumer & Shopper Engagement call center operations in Monterrey. In this role, you will oversee a large-scale contact center operation supporting more than 100 Customer Service Advisors, ensuring operational excellence, outstanding consumer experiences, and strong employee engagement. As the site leader for the Monterrey operation, you will lead through multiple layers of leadership, partner with global stakeholders, and drive performance across voice and digital customer support channels.

We are looking for a leader who combines strong operational expertise, strategic thinking, and inspirational people leadership to build high-performing teams and deliver exceptional service experiences.

Key Responsibilities

• Lead daily contact center operations supporting 100+ customer service advisors through multiple layers of leadership
• Serve as the site leader for the Monterrey CSE operation, ensuring alignment with global strategies
• Manage operational performance including service level, productivity, quality, and customer satisfaction metrics
• Analyze performance trends including attrition, absenteeism, and operational KPIs, implementing improvement plans
• Lead recruitment and onboarding strategies in partnership with workforce planning and talent acquisition teams
• Coach and develop leaders to build engaged, high-performing teams
• Manage customer escalations and executive-level complaints to ensure positive outcomes
• Drive continuous improvement initiatives that increase efficiency and service quality
• Collaborate with regional and global operations leaders to share best practices and align on service strategies
• Foster an inclusive, safe, and engaging work environment that supports employee growth and retention

Qualifications

• Extensive experience in call center operations, contact center leadership, or customer service operations
• Proven experience leading large teams (100+ employees) in an operations environment
• Experience managing multiple layers of leadership
• Strong English communication skills (written and verbal)
• Demonstrated ability to manage operational KPIs and performance metrics
• Strong leadership skills with experience in coaching, mentoring, and team development
• Experience collaborating with global or cross-regional teams
• Experience with recruitment, onboarding, and workforce planning

Why Join the LEGO Group?

At the LEGO Group, we believe great leadership creates environments where people thrive. In Consumer & Shopper Engagement, we work every day to deliver exceptional service experiences while building strong, engaged teams.

This role offers the opportunity to:

• Lead a large-scale customer service operation
• Partner with global teams and leaders
• Shape the culture and performance of a growing service organization

Join us and help bring the LEGO play promise to life for consumers around the world