Job title
service operations manager – latam hispanic cluster
job description
as a service operations manager, you will lead service teams across the latam hispanic clusters to optimize performance, ensure high customer satisfaction, and deliver on key operational kpis. You will design and build an effective support and managed services organization, collaborating closely with sales and operations partners to understand and meet customer needs across the region.
your role
* understand the latam hispanic market needs, deliver value added services in a cost-effective manner aligning to price‑sensitive markets.
* set objectives and operational strategy for the latam hispanic cluster in alignment with americas and global strategy.
* work through cluster coordinators to set individual customer strategies maximizing customer experience and retention.
* be responsible for customer satisfaction and relevant quality, legal, and compliance requirements.
* utilize lean‑agile techniques and operational measures to drive operational productivity, efficiency, and customer experience improvements at the business and department level.
* identify and develop talent, lead by example to promote a customer‑first, learning, urgent, accountable culture.
* respond to escalation requests and manage on‑demand account escalations to support customers holistically.
* partner to ensure revenue and cost targets are achieved, balancing revenue with mcosts – financial acumen is critical.
* plan, direct, coordinate, make decisions, and execute recovery plans while leading your team and communicating with customers – you are the general on the call and own the issue until resolved.
* collaborate with peers in na and india to develop and manage a comprehensive, integrated, remote monitoring function.
you're the right fit if
* bachelor’s degree in a technical or business field is preferred.
* at least 1 year of management experience in a service‑related function.
* 3–5 years of prior leadership experience preferred.
* experience with itil 4 practices.
* proficiency in english and spanish; portuguese is a plus.
how we work together
we believe that we are better together than apart. For our office‑based teams, this means working in‑person at least 3 days per week. Onsite roles require full‑time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations. Indicate if this role is an office/field/onsite role.
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