Consumer Relations Manager

About the role

Join our dynamic team as a Consumer Experience Center Manager in San José. You will lead a team to deliver exceptional consumer experiences, aligning operations with brand standards.

Key responsibilities

• Oversee daily center operations, ensuring service excellence and alignment with brand needs.
• Manage staffing, scheduling, training development, and performance assessments.
• Monitor contact volume, track performance metrics, and prepare reports for senior management.
• Implement quality assurance programs and continuous process improvements.
• Manage the center’s budget and collaborate with other departments.

Required profile

• Proven experience managing teams and strengthening culture.
• Demonstrated ability to deliver service operations with excellence.
• Advanced proficiency in spoken and written English.
• Experience driving process transformation and optimization.

Required skills

• Digital tools selection and utilization.
• Data analytics and KPI monitoring.
• Vendor management.
• Continuous improvement methodologies.
• Research methodology for consumer insights.