General Support Senior Manager
On-siteMexico City, Mexico City, Mexico
Job Summary
Design and implement global support strategies to maximize customer and clerk experience while identifying bottlenecks in Support processes and proposing improvements. Optimize resource management for Support agents and align on Fraud Prevention strategy with Fraud/Risk teams. Manage stakeholders including local commercial directors and country managers, and co-design a global performance metrics system to compare performance across BPOs and internal teams. Develop a scalable QA strategy to capture improvement areas, determine training systems, and standardize incentives and SLAs. Requires 7+ years in Operations of high-growth startups, experience managing large support teams and BPOs, and advanced analytics skills.
Required Qualifications
- Experience in managing complex, large support teams with some commercial overlap/exposure
- Exposure to "0 to 1" situations where the candidate had built a team or processes from scratch
- 7+ years of experience working in Operations of high-growth startups
- Advanced use of G-sheet/Microsoft Excel and comfort with analytics
- Bachelor degree in Business Administration, Economics, Finance, Accounting, related fields
- Exposure to regional roles
- Experience in managing BPOs
- Experience in specific large scale SAAS projects (e.g. migration to a new CRM)
Desired Qualifications
- MBA desired
- SQL basics desired
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