Head of Customer Experience & External Relations – LATAM

About the role

We are seeking a visionary Head of Global Customer Experience & External Relations for LATAM to define how we build and protect trust within our e‑commerce ecosystem. This dual‑focus leadership role owns the end‑to‑end buyer journey while balancing platform risk, external reputation, and compliance.

Key responsibilities

• Define and drive an experience strategy that improves trust, reduces friction, and strengthens the buyer journey.
• Build scalable frameworks for “Experience Excellence” across LATAM markets.
• Anticipate customer needs and create intuitive, self‑service, personalized experiences.
• Develop automated systems and processes to focus on the right customers and sustain an abuse‑resistant business.
• Lead investigations into returns, refunds, disputes, and support to fix structural issues.
• Manage external‑relations work, including AI‑driven video transcript sentiment analysis and model cost optimization.
• Balance compliance requirements with risk management while resolving customer issues.
• Establish performance metrics to monitor trust outcomes and operational effectiveness.
• Use data‑driven insights to refine policies and platform improvements.
• Bridge business strategy and technical execution, influencing product, logistics, and policy roadmaps.
• Mentor a high‑performing experience‑strategy team in a matrixed, distributed organization.

Required profile

• Bachelor’s degree in Business, Operations, Communications or a related field.
• 7+ years of experience in e‑commerce, customer experience, trust & safety, platform governance, or strategy & operations consulting.
• 3+ years of experience managing teams and leading complex, cross‑functional partnerships.
• High oral and written proficiency in English.
• Proven ability to align stakeholders across regions and functions.
• Strong capability to translate complex technical or policy solutions into clear narratives for leadership.

Required skills