Operations Manager - Customer Service & Retentions LATAM
New
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LumiMedsTelehealth
Location: LATAM, U.S. business hoursFull-TimeManager
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 7–10 years of experience in Customer Service, Customer Operations, or Contact Center Management; Minimum of 3–5 years in a leadership or management role.
- Required Skills
- Business IntelligenceData AnalysisOperations ManagementMicrosoft ExcelZendeskCRM
Requirements
- Bachelor's degree in Business Administration, Operations Management, Customer Experience, or related field.
- 7–10 years of experience in Customer Service, Customer Operations, or Contact Center Management.
- Minimum of 3–5 years in a leadership or management role.
- Proven experience managing customer retention or customer success programs.
- Experience leading medium to large customer service teams.
- Strong background in operational performance management.
- Proficiency in CRM platforms such as Salesforce, HubSpot, or Microsoft Dynamics.
- Experience with customer support platforms like Zendesk, Freshdesk, or Intercom.
- Advanced Microsoft Excel skills.
- Experience with Business Intelligence tools like Power BI, Tableau, or Looker.
- Professional-level English proficiency required.
- Availability to work U.S. business hours.
Responsibilities
- Lead and manage Customer Service and Retentions operations.
- Develop operational strategies aligned with business objectives.
- Ensure service delivery meets agreed SLAs, KPIs, and quality standards.
- Optimize workflows, staffing models, and operational efficiency.
- Design and execute retention strategies to reduce customer churn.
- Lead, mentor, and develop Customer Service and Retention teams.
- Track and report operational KPIs including CSAT, NPS, FCR, and churn rates.
- Collaborate with Sales, Marketing, Product, and Compliance teams.
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