Customer Care Manager Latin America

About the role

As part of the Latin America Customer Care Leadership team, you will lead the day-to-day operations of Customer Care MRO and related support activities for one or more entities across Latin America. You will help drive customer satisfaction, operational excellence and business growth by leading high-performing teams, improving customer experiences and collaborating with Sales, Business Units and Quote to Cash functions.

Key responsibilities

• Lead, coach and develop a Customer Care team, supporting talent acquisition, onboarding, performance management and succession planning.
• Oversee pre-sales and post-sales activities such as quotations, order management, purchasing support and issue resolution.
• Manage and resolve customer escalations and champion continuous improvement initiatives.
• Monitor and evaluate KPIs, and collaborate with regional leadership, Business Units and Sales teams to meet business objectives.
• Take part in budget planning, workforce and resource planning, and strategic planning.
• Support regional bookings and sales goals, partner with cross-functional teams on on-time delivery, and identify training opportunities.

Required profile

• Bachelor's degree in Business, Engineering or a related field, or equivalent education and experience.
• 8 years of experience in customer service, and 8 years leading customer service, customer care, inside sales or commercial operations teams.
• Experience collaborating with cross-functional stakeholders and defining, tracking and improving performance metrics.
• Professional fluency in English and Spanish, written and spoken.
• Preferred: experience in technical, industrial or manufacturing environments; leading regional or multi-country operations; knowledge of continuous improvement methods; Quote to Cash, order management or supply chain experience.

What we offer

• Competitive benefits plans and a variety of medical insurance options.
• Employee Assistance Program and employee resource groups.
• Flexible time off plans, vacation and holiday leave.