Customer Care Manager

Requirements

• Capability ( leading through leaders )
• With operational execution
• Advanced team member management
• Manage multi-country operations (Mexico, Colombia, Brazil)
• 2-5+ years leading Customer Care or Service operations
• Indicators, operational management, and customer experience
• Bachelor's degree
• Advanced level of English

Benefits

Additional Information

About Sensia We bring together the best of the best : the pioneering process automation, real-time control and IoT technologies of Rockwell Automation, combined with the unmatched measurement and instrument, software and analytics capabilities of Schlumberger. Sensia is further strengthened by the oil and gas domain expertise and artificial lift experience shared by Rockwell Automation and Schlumberger. The result is Sensia - the leading automation specialist in oil and gas production, transportation and processing with a team of more than 1,000 experts serving customers globally in more than 80 countries. As the first fully integrated oilfield automation solutions provider, Sensia makes the production, transportation and processing of oil and gas simpler, safer, more secure, more productive and better understood from end to end. Now every oil and gas company can experience the advantages of industrial-scale digitalization and seamless automation, enabling each asset to operate more productively and more profitably. We are also looking for the best of the best to join our team. If you have top-tier talent with a collaborative mindset, exceptional problem-solving skills, and the ability to generate innovative, out-of-the-box solutions. We would love to have you join our team! Job Description Customer Care Manager The Customer Care Manager oversees Customer Care operations, ensuring service delivery, agreement, and achievement of operational and customer experience targets. You will focus on leading people through leaders , encouraging understanding between customer needs, operational execution, and our priorities across a multi-country environment (Mexico, Colombia, and Brazil) . 1. Leadership & Organizational Management Lead specialists or senior individual contributors across multiple countries Define team structure, staffing, and capability needs Increase performance management, coaching, and succession planning Foster a culture of accountability, inclusion, and collaboration across teams , avoiding silos Promote teamwork and agreement across geographically distributed teams 2. Operational Excellence & Performance Manage operational Indicators (Service level agreement, backlog, VOC, and efficiency) across teams Monitor important metrics such as: % of requests resolved within the first 48 hours Customer satisfaction (CSAT) We hear and support the customer. Ensure execution and standardization of processes across countries Monitor performance trends and implement corrective actions Manage resource allocation and workload balancing 3. Customer & Business Understanding Be a necessary connector between Customer Care, Commercial, Sales, Logistics, and Transportation teams Ensure collaboration with team members to deliver a seamless customer experience Oversee complex escalations following defined paths Align customer care strategy with commercial priorities and main accounts Represent the Voice of the Customer (VOC) in leadership discussions, ensuring customers feel listened to 4. Strategic Collaboration Partner with teams to improve end-to-end processes Promote collaboration between Customer Care and Sales, Logistics, and Transport operations Support deployment and adoption of global projects Participate in strategic programs (CX, transformation, digital tools) Influence decisions based on operational insights and customer feedback 5. Continuous Improvement Identify regional/systemic issues and guide resolution according to global teams Standardize processes across countries to ensure consistency and scalability Lead or sponsor Lean, Kaizen, and CX improvement projects Use data insights (VOC, backlog, escalations) Ensure sustainability and adoption of improvements 6. Governance & Reporting Deliver regular performance reporting to leadership Provide insights on risks, opportunities, and operational gaps Ensure agreement on company policies and compliance

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