Head of Transformation, CX & Operations

About the role

This senior position leads high‑impact transformation programs at the intersection of customer experience, operations and business strategy for a fast‑scaling global organization based in Mexico.

Key responsibilities

• Lead end‑to‑end transformation initiatives across CX and Operations, from scoping to measurable impact.
• Partner with senior leadership to translate vision into structured execution plans and operational roadmaps.
• Build robust business cases, ROI models and data‑driven frameworks for investment decisions.
• Use advanced SQL and financial modeling to diagnose inefficiencies and validate hypotheses.
• Drive cross‑functional alignment with Product, Technology, Marketing and Operations through influence and clear communication.
• Create executive‑level presentations, narratives and reporting to communicate progress, risks and outcomes.
• Identify, redesign and scale broken processes to enable high‑performing global operations.
• Monitor initiative performance and iterate based on data‑backed feedback loops.

Required profile

• 5‑7 years of experience in management consulting (MBB, Big 4 Strategy), transformation roles or senior operational/chief‑of‑staff positions.
• Strong analytical capabilities with advanced SQL proficiency and experience building financial or operational models.
• Proven track record of leading complex, ambiguous initiatives to measurable business impact.
• Exceptional communication and storytelling skills for executive audiences.
• Ability to influence cross‑functional teams without formal authority.
• Experience in fast‑paced, high‑growth or scale‑up environments.
• Hands‑on mindset operating at both strategic and detailed execution levels.

Required skills

• SQL (advanced)
• Financial modeling (Excel or equivalent)