Senior Manager, Customer Service LATAM

About the role

As Senior Manager of Customer Service for LATAM and South America, you will lead a bilingual operation that shapes the experience of students and educators across the region. Based in Mexico City, you will work in a hybrid model, collaborating with cross‑functional teams to drive operational excellence and support McGraw Hill’s growth strategy.

Key responsibilities

• Lead, coach and develop front‑line customer service teams across multiple LATAM markets.
• Oversee daily operations, including workload distribution, queue management and scheduling across time zones.
• Ensure achievement of SLAs, KPIs, quality standards and customer‑satisfaction targets.
• Act as escalation point for complex or high‑impact customer issues.
• Build and maintain partnerships with Workforce Management, Training, QA, Product and Operations teams.
• Drive process improvements, tool enhancements and standardized workflows.
• Develop reporting frameworks and performance metrics to evaluate team success.
• Support forecasting, staffing plans and resource optimization aligned to regional demand.

Required profile

• 8+ years of experience in customer service or contact‑center operations, with 3–5 years in a people‑leadership role.
• Advanced bilingual proficiency in English and Spanish (written and spoken).
• Proven ability to manage SLAs, KPIs and performance metrics in a high‑volume environment.
• Experience leading teams through organizational change and transformation.
• Experience in the education sector is a plus.

Required skills

• Salesforce

What we offer

• Hybrid work model with mandatory office days on Mondays and Wednesdays.
• Opportunity to impact education content and student outcomes across LATAM.
• Collaborative environment within a global learning company.