LATAM Technical Operations Manager, AI-Driven Care

FOX; Los Angeles (CA); On-site; USD 128,000 - 147,000; Full time

Benefits offered by this job

Medical/dental/vision benefits

401(k) plan

Paid time off

Annual discretionary bonus

Job summary

FOX is seeking a Manager, Technical Operations - LATAM to implement, configure, and optimize the DTC tech ecosystem for the Latin American market. You will ensure Care and other systems are localized and tested to deliver high-quality LATAM customer experiences, bridging AI, engineering, and business teams.

You will lead cross-functional initiatives, manage vendors, and drive system improvements while keeping regulatory and market-specific requirements in focus.

Qualifications

• Typically, 7+ years of experience in systems administration, technical product development, large‑scale technical implementations, or technical operations.
• Proven experience managing technical vendors and collaborating with cross‑functional technical and business stakeholders.
• Hands‑on experience with AI technologies, including virtual agents or AI‑powered customer service solutions.
• Experience working with Salesforce.
• Strong analytical, organizational, problem‑solving, and project management skills.
• Strong written, verbal, and presentation communication skills.
• Fluency in English and Spanish with localization capabilities for LATAM audiences.
• Documentation, localization, and process standardization experience.
• Ability to manage multiple initiatives and stakeholders, including internal teams and external vendors.
• Ability to translate complex technical concepts for both technical and non‑technical audiences.
• Proactive, data-driven approach to identifying issues and opportunities.
• On-site attendance at least 3 days per week is essential.
• Willingness to travel domestically and internationally.

Responsibilities

• Oversee system enhancements, integrations, and configuration updates for the LATAM market.
• Localize customer care systems, content, processes, and experiences for LATAM.
• Partner with Technical Operations teams to align across regions and standards.
• Identify LATAM-specific needs, gaps, and performance trends to inform roadmaps.
• Own testing, QA, and release validation for market changes and feature rollouts.
• Conduct ongoing QA to ensure data accuracy and market-specific customer experience.
• Drive testing and optimization of AI-powered solutions, including virtual agents.
• Monitor performance metrics and support workflows to identify issues and opportunities.
• Serve as primary technology contact for LATAM stakeholders.
• Collaborate with Security and Legal/Privacy for compliance and risk mitigation.
• Partner with internal teams on new features and initiatives.
• Facilitate communication between technical and non-technical stakeholders.
• Coordinate with Contact Center vendors to deliver seamless experiences.
• Manage market-specific vendors and third-party partners.

Skills

English

Spanish

Cross-functional collaboration

AI technologies experience

Analytical skills

Project management

Communication

Tools

Salesforce

Atlassian suite

Job description

FOX is seeking a Manager, Technical Operations - LATAM to implement, configure, and optimize the DTC tech ecosystem for the Latin American market. You will ensure Care and other systems are localized and tested to deliver high-quality LATAM customer experiences, bridging AI, engineering, and business teams.

You will lead cross-functional initiatives, manage vendors, and drive system improvements while keeping regulatory and market-specific requirements in focus.