Senior Manager, Customer Operations

Location: Mexico City (primary); 100% In-office requirement 

The Role: 

We are experiencing rapid growth and are seeking an exceptional leader to establish and lead our presence in Mexico, beginning with the creation of our Client Engineering (Technical Support Engineering) team. As a key member of the post-sales leadership team reporting directly to the SVP, Global Head of Customer Operations, this dual role encompasses building a world-class support & services organization and serving as “first person on the ground” for our Mexico operations. Your primary focus will be on building the Client Engineering team in our Mexico City office and assisting with the stewardship of all in-country post-sales team members.

While this role does not have direct P&L responsibilities initially, you will be accountable for the operational success of the Mexico site, with the potential for expanded scope and responsibility as our presence in the region grows.

What You’ll Do: 

Country & Cultural Leadership

• As the senior post-sales leader in Mexico, partner with global leadership to align the region's operations with overall company objectives.
• Drive operational excellence across the Mexico site, ensuring all post-sales teams have the resources, processes, and support needed to succeed.
• Establish and scale our Mexico City office, acting as the cultural hub for all post-sales employees in the country and fostering a cohesive, high-performing environment.
• Provide site-wide leadership and mentorship to foster professional development.
• Serve as the primary operational liaison for cross-functional partners like Finance, HR, and IT for all Mexico-based matters.

Operational Excellence

• Manage and improve key KPIs such as CSAT, Median Time to Resolution, Cost per Ticket
• Develop a world-class client engineering support model that ensures customers remain raving fans
• Design and implement operational processes to ensure teams are efficient and effective and help Glia customers

Team Leadership & Development

• Build a world-class Client Engineering (Technical Support Engineering) team in Mexico, starting with the hands-on recruitment and training of technical support engineers (directly from university.)
• Hire, develop, and retain top early-career talent, with the goal of creating an internal talent pipeline for the broader post-sales organization. 
• Provide mentorship, coaching, and performance feedback to your direct reports.
• Set clear goals and performance expectations for the team.

Requirements

• This is a 100% in-office role based in Mexico City
• 5+ years of relevant professional experience, which may include experience in consulting, private equity/venture capita,l and/or customer success/post-sales leadership
• 3+ years of leading or managing teams
• Experience hiring, onboarding, and growing a customer-facing team
• Experience serving US-based customers and working with a US company
• Strong operational skills with experience driving organizational efficiencies
• Native-level proficiency in both English and Spanish is required
• Bachelor's degree required

Bonus / Preferred Experience

• A top-tier MBA is preferred
• Experience building and scaling offices in new markets, preferably in LATAM
• Experience in SaaS customer success leadership
• Contact center industry experience
• Experience successfully working with senior (C-level) executives
• Previous country manager or regional director experience focused on internal operations
• Ability to assist in complex technical issue resolution and provide guidance to the team
• Working knowledge of the following technologies:
  Jira, QuickSight, Salesforce; Web Technologies including REST APIs, WebRTC, Web Sockets; Mobile technologies including Swift, Java, Kotlin; Telephony and media streaming. technologies.

Benefits

• Competitive salary and stock options
• Professional development support (training, courses, conferences, books, etc)
• Access to all the latest tools and equipment you'll need
• Premium Insurance
• Team events: annual employee awards, internal hackathons, and more