Sr Manager, Customer Service Latam

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 Mc Graw Hill.
You will build and develop high‐performing teams, drive operational excellence, and play a key role in a strategic transformation that positions Mc Graw 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...