Customer Service Performance Optimization Manager
Carrier
📍 Monterrey, Nuevo León, Mexico
Job Description
About the role
The Customer Service Performance Optimization Manager plays a key role in elevating service excellence across the customer support organization. In this role, you will empower teams through high-impact onboarding, actionable quality insights, coaching enablement, and performance analytics. Your work will directly improve the customer experience, strengthen operational efficiency, and support the development of customer service talent across the organization.
Key Responsibilities
As a Customer Service Performance Optimization Manager, you’ll be responsible for:
Training & Onboarding Support
Supporting the design, delivery, and continuous improvement of local customer service onboarding programs
Partnering with Operations to identify ongoing skill development needs
Ensuring training content aligns with policies, systems, and customer experience expectations
Evalua...