Senior Manager, Customer Service LATAM

Responsibilities

• Lead, coach, and develop bilingual customer service front-line teams across LATAM and South America
• Oversee daily operations including workload distribution, queue management, and scheduling across multiple time zones
• Ensure achievement of SLAs, KPIs, quality standards, and customer satisfaction targets
• Serve as the primary escalation point for complex or high-impact customer issues
• Build and maintain cross-functional partnerships with Workforce Management, Training, QA, Product, and Operations teams
• Drive process improvements, tool enhancements, and standardized workflows
• Develop structured reporting frameworks and performance metrics to evaluate team success
• Support forecasting, staffing plans, and resource optimization aligned to regional demand

Requirements

• 8+ years of experience in customer service or contact center operations
• 3–5 years of experience in a people leadership role
• Advanced bilingual proficiency in English and Spanish (written and spoken)
• Proven ability to manage SLAs, KPIs, and performance metrics in a high-volume environment
• Experience using Salesforce (required)
• Experience leading teams through organizational change and transformation

Preferred Qualifications

• Experience in the education industry
• Proficiency with IP 1

About the Company

McGraw Hill is a leading provider of educational content and digital learning solutions. We are collectively designing content that will build the future of education, helping students and educators achieve their highest potential.