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Customer Care Manager
Full-time
Sensia (a Rockwell Automation and Schlumberger venture) is hiring a Customer Care Manager to oversee Customer Care operations and lead through leaders across a multi-country environment (Mexico, Colombia, and Brazil), ensuring service delivery and customer experience targets.
Responsibilities
Lead specialists and senior individual contributors across multiple countries; define team structure and capability needs.
Manage operational indicators (SLA, backlog, VOC, efficiency) and standardize processes across countries.
Monitor key metrics such as first-48-hour resolution rate and CSAT, and implement corrective actions.
Connect Customer Care with Commercial, Sales, Logistics, and Transportation teams and oversee complex escalations.
Represent the Voice of the Customer in leadership discussions.
Lead Lean, Kaizen, and CX improvement projects and deliver performance reporting to leadership.
Qualifications
2–5+ years leading Customer Care or Service operations, including leading through leaders.
Experience managing multi-country operations (Mexico, Colombia, Brazil).
Bachelor’s degree and an advanced level of English.
