Essential functions
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
• Operational Performance & Accountability
Drive performance across Mexico-based service delivery operations
Hold local leaders accountable to KPIs
Partner with Mexico operations leadership
• Global Integration
Act as integrator between U.S. and Mexico teams
Align priorities and workflows
Eliminate friction and unify operating model
• Systems & Instrumentation
Define measurement frameworks
Ensure visibility into productivity, utilization, cost, CX
• Customer Experience
Ensure CX programs are effective
Translate feedback into improvements
• Productivity & Cost Management
Establish benchmarks
Own capacity planning and cost optimization
• Forecasting & Planning
Lead demand forecasting
Align staffing plans to demand
• BPO / Shared Services Oversight
Oversee alignment of BPO/shared services functions (FP&A, data, and HR)
FP&A;, data engineering, and HR alignment with operations
• Other Duties: Please note this job description is not designed to cover all possible activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Minimum Qualifications:
• Bachelor's Degree
• 7+ years of experience in related field
• Experience leading complex service operations (BPO, tech-enabled services)
• Strong operator mindset with cross-functional leadership
• Expertise in workforce planning and service economics
• Experience managing onshore/offshore models
• Data-driven with execution focus
Preferred Qualifications:
• Possess clear, realtime visibility into operational performance
• Ability to improve CX outcomes tied to operational changes
• Disciplined capacity planning
• Drive seamless coordination between onshore and offshore teams
• Ability to build scalable operating model supporting growth
Supervisory responsibilities
This role role may have direct or indirect reports as the role dictates.
Work environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, printers.
Physical demands
Physical requirements include occasional lifting/carrying of 5 pounds; visual acuity, speech, and hearing; hand and eye coordination and manual operation of a computer keyboard and basic office equipment. Subject to sitting, standing, reaching, walking, twisting, and kneeling to perform the essential functions. Working conditions are primarily inside an office environment.
Travel required
This is a remote based position but occasional travel may be required.
Work authorization/security clearance requirements
N/A
Affirmative Action/EEO statement
The Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, or any other status protected under applicable federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. The company will also consider qualified applicants with criminal history in a manner compliant with federal, state and local laws.