Manager Customer Service Operations

Acts as the regional owner for vendor service delivery across LAM, ensuring stable and efficient delivery of consumer services through external partners. It covers contact centre operations, forecasting, capacity planning, budgeting and P&L compliance, with responsibility for operational continuity, service reachability, cost control, brand representation and performance management. The role sits within the Digital team and works with Digital Growth, Digital Operations, contact centre leadership, DPC and local wholesale teams, Finance and Legal.

• Own forecasting, capacity planning, budgeting and P&L compliance end-to-end.
• Manage contact centre service delivery, vendor governance, SLAs, KPIs and escalations.
• Ensure network connectivity, channel reachability, contingency readiness and service continuity.
• Coordinate partner programme B2B customer service support end-to-end.
• Work with Digital Growth on demand and channel-volume forecasting.
• Act as consumer incidences advocate in real time with Digital Operations.
• Coordinate with contact centre leadership on service delivery, WFM execution, operational routines and experience performance actions.
• Support frictionless B2B support across LAM with DPC and local wholesale teams.
• Manage customer service budget, PO management, invoicing, accrual and P&L control with regional and local Finance.
• Drive continuous improvement in customer service legal operations with regional and local Legal teams.

• University degree in Business, Industrial Engineering, Operations, Finance, Economics, Digital Commerce, or equivalent experience.
• English B2+ or above.
• 5 to 7 years in contact centre operations, consumer services, vendor management, WFM, or service delivery.
• 5 years or above experience managing external partners, SLAs, governance routines, budgets, capacity plans and performance actions.
• Deep and demonstrated knowledge in contact centre operations, vendor management, WFM, forecasting and service delivery governance.
• Strong analytical capability to translate demand, service levels and productivity into staffing and cost plans.
• Advanced stakeholder management, negotiation, problem solving and executive communication skills.
• Knowledge of NPS, resolution, repeat rate, CTO, service level, productivity, shrinkage, occupancy, quality and cost per contact.
• Deep and demonstrated experience in budget control and resource optimisation.
• Demonstrated skills and passion for process automation (non-negotiable).
• Working knowledge of various CRM, telephony, WFM, reporting, ticketing systems and Salesforce.
• Prominent usage of Outlook 365: Copilot Pro suite, Power BI, Power Automate and other Outlook services.

• Amazon AWS knowledge is a plus.
• Transformation experience in vendor transitions, automation, AI-enabled service, queue redesign or B2B support models preferred.

The company believes that embedding diversity, equity and inclusion into its culture and talent processes gives employees a sense of belonging and the brand a competitive advantage.