Operations Manager - Customer Service & Retentions LATAM
Position Summary
The Operations Manager – Customer Service & Retentions is responsible for leading the day-to-day operations of the Customer Service and Customer Retention functions, ensuring exceptional customer experiences while maximizing customer loyalty, satisfaction, and lifetime value. The role oversees operational performance, process optimization, service quality, workforce management, and retention strategies that reduce churn and improve customer engagement.
This leader will collaborate cross-functionally with Sales, Product, Marketing, Technology, and Compliance teams to deliver a seamless customer journey while driving operational excellence through data-driven decision-making.
Key Responsibilities
Operations Management
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.
Monitor daily operational performance and implement corrective actions when required.
Drive continuous improvement initiatives across customer operations.
Customer Experience
Ensure delivery of an exceptional customer experience across all customer touchpoints.
Identify customer pain points and implement solutions to improve satisfaction.
Champion customer-centric culture throughout the organization.
Analyze Voice of Customer (VOC) insights and recommend service improvements.
Customer Retention
Design and execute retention strategies to reduce customer churn.
Develop proactive outreach programs for at-risk customers.
Monitor customer lifecycle metrics and identify retention opportunities.
Partner with Sales and Marketing on loyalty and engagement initiatives.
Analyze churn drivers and recommend mitigation strategies.
Team Leadership
Lead, mentor, and develop Customer Service and Retention teams.
Establish performance goals and conduct regular coaching sessions.
Build high-performing teams through recruitment, training, and succession planning.
Foster a culture of accountability, collaboration, and continuous improvement.
Performance & Analytics
Track and report operational KPIs including:
Customer Satisfaction (CSAT)
Net Promoter Score (NPS)
First Contact Resolution (FCR)
Average Handle Time (AHT)
Service Level
Customer Retention Rate
Churn Rate
Quality Assurance Scores
Productivity Metrics
Produce regular management reports with actionable insights.
Use data analytics to identify trends and improvement opportunities.
Process Improvement
Identify operational bottlenecks and implement process improvements.
Standardize operating procedures and documentation.
Lead automation and digital transformation initiatives where applicable.
Ensure compliance with internal policies and regulatory requirements.
Stakeholder Management
Collaborate with Sales, Marketing, Product, Finance, IT, and Compliance teams.
Act as the operational escalation point for customer service issues.
Present operational performance updates to senior leadership.
Qualifications
Education
Bachelor's degree in Business Administration, Operations Management, Customer Experience, or a related field.
MBA or relevant postgraduate qualification is advantageous.
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.
Proven experience managing customer retention or customer success programs.
Experience leading medium to large customer service teams.
Strong background in operational performance management.
Required Skills
Operational leadership
Customer experience management
Customer retention strategy
People leadership and coaching
Contact center management
Workforce planning
Process improvement
Data analysis and reporting
KPI management
Budget management
Project management
Change management
Excellent communication and stakeholder management
Problem-solving and decision-making
Conflict resolution
Technical Competencies
Experience with one or more of the following:
CRM platforms (Salesforce, HubSpot, Microsoft Dynamics, Zoho, or similar)
Customer support platforms (Zendesk, Freshdesk, Intercom, ServiceNow, etc.)
Workforce Management systems
Business Intelligence tools (Power BI, Tableau, Looker)
Microsoft Excel (Advanced)
Microsoft Office Suite
Customer analytics platforms
Key Performance Indicators (KPIs)
The Operations Manager will be accountable for achieving targets in:
Customer Satisfaction (CSAT)
Net Promoter Score (NPS)
Customer Retention Rate
Customer Churn Rate
First Contact Resolution (FCR)
Average Response Time
Average Handle Time (AHT)
Service Level Achievement
Complaint Resolution Time
Employee Engagement
Employee Attrition
Quality Assurance Scores
Operational Efficiency
Cost per Customer Interaction
Leadership Competencies
Strategic thinking
Customer-centric mindset
Results orientation
Accountability
Innovation
Coaching and mentoring
Collaboration
Emotional intelligence
Adaptability
Integrity
Success Profile
The successful candidate is a proactive operational leader with a passion for delivering exceptional customer experiences while driving business performance. They combine strong analytical capabilities with people leadership, using data to improve customer loyalty, operational efficiency, and service excellence.