Global Customer Care Operations Manager
Mexico City
Global Business /
Full-time /
Remote
This role is focused on ensuring that Global Customer Experience Operations effectively supports the CX Teams in markets and that this global team drives the center of operational excellence while delivering customer delight specifically for Customer Care functions, processes and key metrics. The Global Customer Care Operations Manager is mainly responsible for managing the effectiveness and efficiency of the following, but not limited to: Zendesk, Freshdesk, KYC platformsKYC & Customer Care Voice of the Customer feedback loop Global CC Learning & Development ProgramsGlobal CC related Policies and Procedures Global CC performance dashboards With the Global Customer Experience team oversight over the market operations, this role is also expected to drive strong partnerships and collaboration with global and in-market stakeholders in order to deliver OKRs and related tactics & initiatives.
What you’ll do:
- Own global Customer Care & KYC platforms Design & execute optimal user & agent experience interfaces fit for business & market needs Manage KYC & Tickets platform related expenses such as but not limited to licenses, functionalities, etc.
- Review existing platforms for viability of contract renewals and recommend revisions as deemed fit.
- Review other platform options and recommend any changes with existing partners as needed.
- Leverage technology and data to identify opportunities to improve collections and customer experience.
- Manage & align key metric definitions and performances for Customer Care, KYC and Voice of the Customer globally Manage & ensure relevance & effectiveness of the Global CX Performance dashboards.
- Support Global Ops Analytics in staffing & service level benchmarking work streams as needed.
- Drive development and training initiatives.
- Ensure effectiveness of the Global Learning & Development initiatives such as but not limited to product launch trainings, CC & KYC Training curriculum & other related programs Improve policies and procedures.
- Drive global standards for controls and process improvements in collaboration with CX & non CX stakeholders.
- Drive relevance & alignment to ops related policies & procedures.
- Evaluate & execute process & strategy improvements especially those that will drive global impact Project management.
- Manage Customer Care & KYC projects of Global CX .
- Show up as a strong leader in the customer experience teamStrong and reliable partner for market operation leads Regular communication with the team, management & stakeholders in and outside of CX.
- Clear upward communication on wins and challenges of the teams with regards to KPIsStrong back up for the Global CX Operations Senior Director.
Who you are:
- A collaborative self-starter. You’re excited to pursue new initiatives and love to partner with geographical and cross-functional leads to move the business forwardYou have the ability to translate insights into action.
- You not only build models, but you’re able to distill key learnings and use those insights to drive strategic planning and initiatives.
- A highly innovative problem-solver. You approach a problem from different perspectives and use your holistic understanding of the business to see new opportunities/risks.
- Strong communicator and an advocate for your business partners.
- Comfortable with ambiguity.
- Thrives in a fast-paced environment, understanding that week-to-week priorities may shift as new business opportunities emerge.
- Passionate about social enterprise and find meaning in working to make the world a better place
What you’ll need:
- Minimum 7 years of combined Customer Care & KYC experience.
- Experience working in financial services/lending.
- Experience with handling operation teams.
- Exceptional verbal and written presentation skills, especially with non-technical audiences.
- Strong understanding of call center KPIs and mechanics.
- Proficient in Excel, Word, Powerpoint, G Suite, and Office programs.
- Proficient developing, from scratch, performance reporting and analysis using data visualization and CRM tools.
- Ability to work independently and remain focused and on track
