Sr Manager, Customer Service LATAM & Spain

Mheducation; Ciudad de México; Hybrid; MXN 1,200,000 - 2,400,000; Full time

Job summary

McGraw Hill is seeking a Senior Manager of Customer Experience for LATAM and South America in Mexico City. You will lead bilingual customer service operations, develop high-performing teams, and drive regional growth through transformation. Hybrid work with in-office Mondays and Wednesdays.

Ideal candidates have 8+ years in CX or contact centers, 3–5 years in leadership, and Salesforce experience. You will collaborate across Workforce Management, Training, QA, Product, and Operations to meet

Qualifications

• 8+ years in customer service or contact center operations.
• 3–5 years in a people leadership role.
• Advanced bilingual proficiency in English and Spanish, written and spoken.
• Experience leading teams through organizational change and transformation.
• Experience in Salesforce required; IP 1 is a plus.

Responsibilities

• Lead, coach, and develop customer service front-line teams across LATAM.
• Oversee daily operations including workload distribution, queue management, and scheduling across time zones.
• Ensure achievement of SLAs, KPIs, quality standards, and customer satisfaction targets.
• Serve as the escalation point for complex or high-impact customer issues.
• Build and maintain cross-functional partnerships with Workforce Management, Training, QA, Product, and Operations teams.
• Drive process improvements, tool enhancements, and standardized workflows.
• Develop structured reporting frameworks and performance metrics to evaluate team success.
• Support forecasting, staffing plans, and resource optimization aligned to regional demand.

Skills

Bilingual English/Spanish

Salesforce

Leadership

Education

Tools

Salesforce

Job description

Overview

How can you make an impact?

As Senior Manager of Customer Experience for LATAM and South America, you will lead a bilingual customer service operation that directly shapes how students and educators across the region experience McGraw Hill. You will build and develop high-\u2011performing teams, drive operational excellence, and play a key role in a strategic transformation that positions McGraw Hill for long-\u2011term regional growth.

This position is based in Mexico City (CDMX) or surrounding areas. We offer a hybrid work model with in-\u2011office presence required on Mondays and Wednesdays.

What you will be doing:

• Lead, coach, and develop customer service front-\u2011line teams across LATAM.
• Oversee daily operations including workload distribution, queue management, and scheduling across time zones
• Ensure achievement of SLAs, KPIs, quality standards, and customer satisfaction targets
• Serve as the escalation point for complex or high-\u2011impact customer issues
• Build and maintain cross-\u2011functional partnerships with Workforce Management, Training, QA, Product, and Operations teams
• Drive process improvements, tool enhancements, and standardized workflows
• Develop structured reporting frameworks and performance metrics to evaluate team success
• Support forecasting, staffing plans, and resource optimization aligned to regional demand

We are looking for someone with…

• 8+ years of experience in customer service or contact center operations, with at least 3–5 years in a people leadership role
• Advanced bilingual proficiency in English and Spanish, written and spoken
• Proven ability to manage SLAs, KPIs, and performance metrics in a high-\u2011volume environment
• Experience leading teams through organizational change and transformation
• Experience in Salesforce required; IP 1 is a plus
• Strong cross-\u2011functional collaboration and partnership-\u2011building skills
• Education industry experience is a plus

Why work for us?

The work you do at McGraw Hill will be work that matters. We are collectively designing content that will build the future of education. Play your part and experience a sense of fulfilment that will inspire you to even greater heights.

McGraw Hill recruiters always use a “@mheducation.com” or "@careers.mheeducation.com" email addresses and/or from our Applicant Tracking System, iCIMS. Any variation of this email domain should be considered suspicious. Additionally, McGraw Hill recruiters and authorized representatives will never request sensitive information in email.