Senior Manager, Client Experience Excellence
On-siteMérida, Yucatán, Mexico or Merida, Estado de Chiapas, Mexico
Job Summary
Lead a team of Client Experience Managers by coaching leadership capability, establishing operational standards, and driving continuous improvement across the Business Unit. Design escalation governance frameworks, manage workforce planning and capacity strategies, and leverage data to reduce executive dependency while ensuring accountability. Build succession pipelines and implement operational discipline to support SaaS, technology, and AI-enabled environments. This hands-on role requires balancing frontline execution with executive influence to scale leadership effectiveness and improve client outcomes.
Required Qualifications
- 7+ years of experience in Client Experience, Customer Operations, Service Delivery, Technical Support Operations, or related environments
- 5+ years leading managers who themselves lead operational teams
- Experience supporting SaaS, technology, AI, platform, or high-growth businesses
- Demonstrated success building high-performing operational teams and leadership capability
- Demonstrated success improving manager effectiveness through coaching, feedback, and leadership development
- Experience leading workforce planning, capacity planning, staffing strategies, and organizational readiness initiatives
- Experience driving operational transformation, standardization, or continuous improvement initiatives across multiple programs or business units
- Strong operational governance, performance management, and escalation management experience
- Experience using operational data to drive business decisions and organizational improvement
- Exceptional stakeholder management, communication, and influencing skills
Desired Qualifications
- Experience leading globally distributed operations
- Experience implementing automation, workflow optimization, or AI-enabled service delivery models
- Experience influencing executive stakeholders and presenting operational recommendations at a senior leadership level
- Experience scaling support organizations in rapidly evolving SaaS or technology environments
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