Customer Service & Operations Manager

About the role

The Customer Service & Operations Manager leads the end‑to‑end customer service function and LATAM operational activities, ensuring a seamless, customer‑focused experience while driving efficiency and business growth.

Key responsibilities

• Design, implement and continuously improve the regional Customer Service strategy aligned with growth objectives.
• Lead inside sales, sales support, contracts, project management and service operations across the country.
• Manage LATAM operations including purchasing, supply chain, planning, warehousing, shipping and quality.
• Drive NPS improvement, customer satisfaction metrics and KPI achievement.
• Collaborate with commercial, IT and back‑office teams to optimise processes, data integrity and technology adoption.
• Produce accurate sales forecasts, analyse market trends and support budgeting decisions.
• Build high‑performing teams, manage budgets and foster a culture of continuous improvement and safety.

Required profile

• Proven leadership experience in customer service and operations, preferably with LATAM exposure.
• Strong strategic thinking and problem‑solving abilities, able to address complex, undefined challenges.
• Excellent analytical skills for forecasting, KPI tracking and root‑cause analysis.
• Ability to influence cross‑functional stakeholders and drive organisational change.

Required skills

What we offer

• Opportunity to shape a regional customer service function and operational footprint.
• Leadership role with responsibility for budget and team development.
• Dynamic, collaborative environment focused on continuous improvement.