Found Description
Customer Care Manager
Oversees Customer Care operations, ensuring service delivery, agreement, and achievement of operational and customer experience targets. Focuses on leading people through leaders, encouraging understanding between customer needs, operational execution, and our priorities across a multi-country environment (Mexico, Colombia, and Brazil).
Responsibilities
- Leadership & Organizational Management
- Lead specialists or senior individual contributors across multiple countries
- Define team structure, staffing, and capability needs
- Increase performance management, coaching, and succession planning
- Foster a culture of accountability, inclusion, and collaboration across teams, avoiding silos
- Promote teamwork and agreement across geographically distributed teams
- Operational Excellence & Performance
- Manage operational indicators (Service Level Agreement, backlog, VOC, and ef...