Sr Manager, Customer Service Latam & Spain

Mcgraw Hill; Xico; Hybrid; MXN 1,200,000 - 2,000,000; Full time

Job summary

McGraw Hill seeks a Senior Manager of Customer Experience for LATAM and South America, based in Mexico City or nearby areas, with a hybrid model requiring in-office presence on Mondays and Wednesdays. You will lead bilingual customer service operations, develop high-performing teams, and drive transformation for long-term regional growth.

You will oversee SLAs, KPIs, quality standards, and customer satisfaction while collaborating with cross-functional partners and implementing standardized

Qualifications

• 8+ years in customer service or contact center ops.
• 3–5 years in a people leadership role.
• Advanced bilingual proficiency in English and Spanish.

Responsibilities

• Lead, coach, and develop frontline customer service 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 escalation point for complex issues.
• Build cross-functional partnerships with Workforce Management, Training, QA, Product, and Ops.
• Drive process improvements, tool enhancements, and standardized workflows.
• Develop reporting frameworks and performance metrics to evaluate team success.
• Support forecasting, staffing plans, and resource optimization per regional demand.

Skills

People leadership

KPI management

Cross-functional collaboration

Bilingual English/Spanish

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-performing teams, drive operational excellence, and play a key role in a strategic transformation that positions McGraw Hill for long-term regional growth.

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

What you will be doing:

• 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

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-volume environment
• Experience leading teams through organizational change and transformation
• Experience in Salesforce required; IP 1 is a plus
• Strong cross-functional collaboration and partnership-building 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.