Senior Operations Manager – Call Center Monterrey

the LEGO Group; Monterrey; Presencial; Confidencial; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Family care leave

Life & disability insurance

Wellbeing programs

Colleague discount

Bonus scheme

Your workplace

Descripción de la vacante

The LEGO Group in Monterrey, Mexico is seeking a Senior Operations Manager to lead our Consumer & Shopper Engagement operation on-site, shaping service across voice and digital channels and delivering outstanding customer experiences for LEGO fans every day.

As the site’s most senior leader, you will guide a growing team of advisors, partner with global peers, and ensure performance, quality and satisfaction targets are met while building an inclusive, high‑performing culture.

Formación

• Previous experience leading large-scale contact centre operations with full accountability for performance, people and delivery.
• Ability to set direction under pressure and run a high-volume operation through layered leadership.
• Experience coaching leaders and building accountable, engaged teams.
• Ability to translate data into clear actions, driving improvements in service, quality and efficiency.
• Exposure to omnichannel customer operations, including digital platforms.
• Experience working across regions, aligning priorities and ways of working.

Responsabilidades

• Lead the Monterrey site as its most senior leader, shaping the environment for over 100 colleagues and building a connected culture.
• Lead end-to-end contact centre operations, ensuring service, productivity, quality and satisfaction targets are met.
• Lead and support a layered leadership team, creating clarity, trust and belonging across the site.
• Develop leadership capability by coaching managers and building engaged and accountable teams.
• Shape performance through data analysis and translate trends into priorities and improvement plans.
• Partner with global peers to align ways of working and share effective service approaches.
• Drive recruitment and onboarding strategies alongside workforce planning and talent acquisition partners.

Conocimientos

Leadership

Data analysis

Omnichannel

People management

Descripción del empleo

Job Description

focused service every day. Then make it real. As Senior Operations Manager, you’ll lead our Consumer & Shopper Engagement operation in Monterrey, owning site performance and shaping service across voice and digital channels.

Job DescriptionJust imagine shaping every consumer interaction with the LEGO® brand while leading a site that delivers outstanding, customer‑focused service every day. Then make it real. As Senior Operations Manager, you’ll lead our Consumer & Shopper Engagement operation in Monterrey, owning site performance and shaping service across voice and digital channels. There is no relocation support for this opportunity. Please submit your resume in English. Play your part in our team succeeding The Senior Operations Manager leads a broad group of leaders that supports a growing team of advisors who connect with LEGO® consumers every day, solving challenges and improving experiences. You’ll help set direction, build capability and create an environment where colleagues feel included, supported and ready to do their best work.

Core Responsibilities

• Lead the Monterrey site as its most senior leader, shaping the environment for over 100 colleagues and building a connected, inclusive culture
• Lead end-to-end contact centre operations, ensuring service, productivity, quality and satisfaction targets are met
• Lead and support a layered leadership team, creating clarity, trust and a strong sense of belonging across the site
• Develop leadership capability by coaching managers and building strong, engaged and accountable teams
• Shape performance through data analysis, translating trends into clear priorities and improvement plans
• Partner with global peers to align ways of working and share practical, effective service approaches
• Drive recruitment and onboarding strategies alongside workforce planning and talent acquisition partners
• Build strong relationships across the shared office environment with Business Support Operations and Office Coordinator, to ensure seamless site operations and a positive workplace experience

Do you have what it takes?

• Previous experience leading large-scale contact centre operations, with full accountability for performance, people and delivery
• Comfortable setting direction, making decisions under pressure and running a high-volume operation through layered leadership
• Experience coaching leaders, building accountability and creating an environment where teams perform and grow
• Ability to translate data into clear actions, driving measurable improvements across service, quality and efficiency
• Exposure to omnichannel customer operations, including digital and emerging service platforms
• Experience working across regions, aligning priorities and navigating different ways of working

Additional Details On This Position

This role is based in Monterrey, Mexico, with on-site leadership of the operation. You’ll collaborate with regional and global colleagues, with flexibility required at times to connect across time zones. Please submit your resume in English for this position.

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

Applications are reviewed on an ongoing basis. However, please note we do amend or withdraw our jobs and reserve the right to do so at any time, including prior to any advertised closing date. So, if you're interested in this role we encourage you to apply as soon as possible.

What’s in it for you?

Here are some of what to expect

Family Care Leave – We offer enhanced paid leave options for those important times.

Insurances – All colleagues are covered by our life and disability insurance which provides protection and peace of mind.

Wellbeing – We want you to be your best self, so you’ll have access to the Headspace App and lots of wellbeing initiatives and programs run by local teams where you are based

Colleague Discount – We know you'll love to build so from day 1 you will qualify for our generous colleague discount.

Bonus – We do our best work to succeed together. When goals are reached and if eligible, you'll be rewarded through our bonus scheme

Your workplace – You’ll find this at the top of this advert and when you join the team, we’ll confirm this with you.

We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.

The LEGO Group is highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (eg. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age, religion and Veteran status) to apply for roles in our team.

We support our employees in being there for the moments that matter in life and celebrate families of all kinds, the loved ones that make us who we are. Being part of the LEGO Group also means taking part in our annual Play Day, playing a part in building a sustainable future and continuing our mission to “inspire and develop the builders of tomorrow.”

The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer.

Thank you for sharing our global commitment to Children’s Rights.

We conduct drug screening as a part of our drug free workplace policy and in support of our commitment to the health and safety of our employees.

Online Application Accessibility Statement; which is intended for people with disabilities - LEGO systems endeavors to make www.LEGO.com/jobs accessible to any and all users. If you would like to contact us regarding the accessibility of our web site or need assistance completing the application process, please contact the HR Service Desk at 1.860-763-7777, option #3. Please note, these communication channels should be used for those having difficulty accessing our on-line channels, not to inquire about job opportunities.

Just imagine building your dream career.

Then make it real.

Join the LEGO® team today.