ABOUT THE ROLE
We are looking for a Manager, Technical Operations – LATAM to implement, configure, and optimize the Business Operations technology ecosystem for the Latin American market. Operating within the standards and frameworks established by Technical Operations leadership, you will ensure that Care and other systems are effectively deployed, localized, tested, and optimized to deliver a high-quality customer experience for LATAM audiences.
In this role, you will bridge AI, Business Operations, Engineering, Commerce, Contact Center teams, and external partners to lead cross-functional initiatives and continuously improve our customer care technology ecosystem, including AI-powered virtual agents. You will help ensure that language, regulatory, cultural, and market-specific requirements are appropriately reflected across systems, workflows, and customer experiences.
You are a strategic and analytical thinker who uses data, performance metrics, and a clear understanding of operational dependencies to inform recommendations. You are comfortable navigating complex, cross-functional environments and digging into the details through testing, monitoring, documentation, and issue resolution. You bring a proactive, solutions-oriented approach, communicate technical concepts clearly to both technical and non-technical stakeholders, and are passionate about improving the customer experience.
A SNAPSHOT OF YOUR RESPONSIBILITIES
Oversee system enhancements, integrations, and configuration updates for the LATAM market while operating within standards and frameworks established by Technical Operations leadership
Localize customer care systems, content, processes, and experiences to meet LATAM market needs
Partner with Technical Operations teams to maintain alignment across regions and support platform-wide standards
Identify and surface LATAM-specific needs, gaps, performance trends, and opportunities to inform broader technical and operational roadmaps
Own testing, quality assurance, and release validation for the market, including system changes, feature rollouts, integrations, and configuration updates
Conduct ongoing operational QA to maintain system integrity, data accuracy, and a high-quality market-specific customer experience
Drive testing and optimization of AI-powered solutions, including virtual agents
Monitor performance metrics and support workflows to identify issues, opportunities, and enhancements
Serve as a primary technology point of contact for LATAM business stakeholders
Collaborate with Information Security and Legal/Privacy teams to support compliance, data protection, and risk mitigation requirements for the market
Partner with internal development, engineering, product, commerce, and business teams on new features, enhancements, and technical initiatives
Facilitate communication between technical and non-technical stakeholders to promote shared understanding and successful delivery
Partner with Contact Center stakeholders and vendors to help deliver a seamless customer experience across virtual and live-agent interactions
Manage market-specific technical vendors and third-party partners, including performance, accountability, and delivery expectations
Coordinate local implementations, system upgrades, and market-specific technical projects
Oversee task and ticket management to support project tracking, prioritization, and delivery
Maintain thorough documentation of processes, procedures, system configurations, workflows, and market-specific requirements
WHAT YOU WILL NEED
Fluency in English and Spanish, with the ability to communicate effectively with stakeholders and localize customer experiences, content, and processes for LATAM audiences
Typically, 7+ years of experience in systems administration, technical product development, large-scale technical implementations, technical operations, or a related area
Proven experience managing technical vendors and collaborating with cross-functional technical and business stakeholders including customer care and commerce teams
Hands-on experience working with AI technologies, including virtual agents or other AI-powered customer service/experience solutions
Experience working with Salesforce
Strong analytical, organizational, problem-solving, and project management skills
Strong written, verbal, and presentation communication skills
Demonstrated experience with documentation, localization, and process standardization
Ability to manage multiple concurrent initiatives and stakeholders, including internal teams, external vendors, contractors, business users, and senior leadership
Ability to translate complex technical concepts for both technical and non-technical audiences
A proactive, solutions-oriented approach to identifying issues, gaps, and opportunities using data and measurable outcomes
Regular, on-site attendance at the workplace a minimum of 3 days per week is an essential function of the position. Selected candidate must be able to reliably meet this requirement.
Ability to maintain a flexible schedule and travel both domestic and international as needed
NICE TO HAVE, BUT NOT A DEALBREAKER
Experience with Salesforce Service Cloud
Experience with task and project management tools, including the Atlassian suite
Experience working in or supporting Latin American markets
#Ll-Hybrid
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We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, disability, protected veteran status, or any other characteristic protected by law. We will consider for employment qualified applicants with criminal histories consistent with applicable law.
Pursuant to state and local pay disclosure requirements, the pay rate/range for this role, with final offer amount dependent on education, skills, experience, and location is $128,000.00-147,000.00 annually. This role is also eligible for an annual discretionary bonus, various benefits, including medical/dental/vision, insurance, a 401(k) plan, paid time off, and other benefits in accordance with applicable plan documents. Benefits for Union represented employees will be in accordance with the applicable collective bargaining agreement.
View more detail about FOX Benefits.
