Senior Manager, Roadside Service Excellence

Integon Service Co.; Mexico; On-site; PHP 7,486,000 - 11,229,000; Full time

Job summary

Integon Service Co. is seeking a Senior Manager, Service Excellence – Roadside Assistance to lead programs that improve training, service quality, and customer support within Roadside Assist Center operations.

This role ensures frontline associates and Rescue Management Team (RMT) have the right tools, training, and support to deliver high-quality service. You will collaborate with operations to improve service recovery, quality standards, and the overall customer experience while leveraging AI

Qualifications

• Must have a valid U.S. visa and be able to travel to the United States as needed for business purposes.
• 10+ years of experience leading operational, service, quality, customer experience, or service excellence organizations.
• Must be based in Tijuana, Baja California.
• Experience managing managers and leading large, multi-level teams.
• Proven ownership of enterprise-wide transformation, service excellence, operational excellence, or continuous improvement initiatives.
• Strong leadership experience in quality assurance, performance management, and customer experience programs.
• Experience developing and implementing training, coaching, and employee capability-building programs.
• Strong analytical skills with expertise in KPIs, performance metrics, trend analysis, and data-driven decision making.
• Experience leveraging AI, automation, digital transformation, workforce optimization, or advanced analytics to improve business performance.
• Demonstrated success delivering measurable results, including improvements in customer satisfaction, quality scores, productivity, operational efficiency, cost reduction, and employee performance.

Responsibilities

• Lead programs that support Service Excellence and align with Roadside performance goals.
• Partner with operations leaders to identify service gaps, improve team performance, and drive customer-focused solutions.
• Ensure frontline training programs are clear, relevant, effective, and aligned with business objectives.
• Connect training, quality reviews, performance insights, and continuous improvement initiatives into a cohesive strategy.
• Review quality results, customer feedback, and operational data to identify trends, reduce errors, and improve service delivery.
• Lead calibration and validation activities to ensure consistent service standards and quality expectations.
• Support and leverage automated quality monitoring tools to evaluate customer interactions and identify opportunities in real time.
• Provide senior-level leadership and strategic direction for the Rescue Management Team (RMT).
• Ensure team practices support service standards, quality objectives, and customer experience goals.
• Review service recovery efforts and implement improvements that enhance customer satisfaction and resolution effectiveness.
• Use RMT insights to strengthen training programs, quality processes, and service recovery strategies.
• Collaborate with cross-functional teams to explore and leverage AI solutions that improve service monitoring, quality, and intervention capabilities.
• Promote a consistent, professional, and customer-focused experience throughout the service journey.
• Align training, quality management, and service recovery activities to deliver stronger customer outcomes.
• Foster a culture of quality, accountability, continuous improvement, and customer impact.
• Use data and analytics to identify trends, service gaps, root causes, and opportunities for improvement.
• Drive initiatives that improve service quality, operational efficiency, employee performance, and customer satisfaction.

Skills

Client Consulting

Employee Supervision

Learning and Development Strategy

Stakeholder Management

Strategic Planning

Job description

Integon Service Co. is seeking a Senior Manager, Service Excellence – Roadside Assistance to lead programs that improve training, service quality, and customer support within Roadside Assist Center operations.

This role ensures frontline associates and Rescue Management Team (RMT) have the right tools, training, and support to deliver high-quality service. You will collaborate with operations to improve service recovery, quality standards, and the overall customer experience while leveraging AI