Jefe de Experiencia y Servicio al Cliente

About the role

The position leads the experience and service strategy for a high‑volume customer channel, ensuring operational, service and commercial targets are met.

Key responsibilities

• Design and implement strategies that enhance the customer experience and amplify the customer voice at every interaction.
• Analyze productivity and quality statistics to create continuous‑improvement plans.
• Escalate and resolve high‑impact incidents that could disrupt service continuity.
• Drive commercial and service goals, including cross‑selling, product placement and other business objectives defined by management.
• Lead commercial initiatives within the channel, identifying sales opportunities while maintaining service quality.
• Act as a strategic partner to senior management, providing business insight beyond daily operations.

Required profile

• Bachelor’s degree in Business Administration, Marketing, Industrial Engineering or a related field.
• Master’s degree in Business Administration, Economics, Projects, Finance or a related field.
• Proven ability to lead, connect and develop teams.
• Strategic thinking and change‑management capability.
• Strong commercial orientation and focus on customer service.
• Leadership experience is essential; prior experience in telephone contact channels or call centers is a plus but not mandatory.

Required skills

What we offer

• Competitive salary aligned with experience, plus a variable compensation scheme.
• Opportunity to belong to an organization that promotes internal talent growth.
• Additional benefits beyond statutory requirements.