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Manage Global Warranties vertical to build and standardize processes to scale warranties across different regions.
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Implement continuous improvement methodologies across different verticals to minimize costs and improve CX.
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Analyze, test, identify and assess potential risks projects that can potentially impact P&L and CX.
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Determine KPIs / OKRs to improve performance towards a better CX across different channels.
Key Responsabilities:
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Manage a team of 5+ supervisors, analysts and BPOs to effectively implement continuous improvement methodologies for different verticals, such as Global warranties, and other initiatives that could improve P&L performance.
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Deeply understands operational structure to identify bottlenecks and improve metrics.
Qualifications:
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Bachelor's degree in business, engineering, finance, or product management.
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MBA preferred.
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Lean Six Sigma certifications.
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Experience in Banking, NeoBanking and/or Fintech industries, within the customer experience, operations, product, and strategy verticals.
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English C1
Benefits:
- 100% Company-funded Health and dental and vision discount plan for employees and immediate family members.
- Life insurance.
- Phone finance, Headphone, home office equipment and wellness perks.
- 30 days of Christmas bonus.
- 20 days paid Vacation.
- 50% Vacation premium.
- 13% Saving funds.
- $2,000 MXN monthly grocery coupons.
- $2,000 USD annual Co-working Travel perk.
- $2,000 USD annual Professional Development perk.