Director of Customer Experience and Operations

About the role

At Pluxee, we shape the world of employee benefits and engagement by bringing to life a personalized and sustainable employee experience, at work and beyond. Permanent Regular Job Description: The Customer Care & Operations Director leads the delivery of care services and operational execution at local level, ensuring that customer support is efficient, consistent, and aligned with Pluxee's brand promise. This role is responsible for overseeing team structures, care delivery models, and process optimization. It ensures adherence to performance targets while promoting collaboration with global and central functions to implement standards, tools, and continuous improvement initiatives. Reporting to the country CEO, the Director of Customer Experience and Operations will be responsible for establishing the strategy of customer service and operations, managing the complete journey of our clients and users, and promoting the continuous improvement of processes to ensure quality and safety in the services provided. 🚀 Your next challenge Define and execute the customer experience strategy, fostering a customer-centric culture and ensuring that operational priorities are aligned with customer needs and business objectives. Lead the end-to-end customer care and service delivery model, including internal teams, outsourced providers, and shared services, ensuring efficient, reliable, and high-quality experiences across all relevant touchpoints. Drive operational excellence by managing performance indicators, analyzing customer and operational insights, identifying improvement opportunities, and implementing initiatives that enhance service quality, efficiency, and customer satisfaction. Oversee key operational processes across card operations, payments, settlement, reconciliation, and related workflows, ensuring service continuity, operational control, compliance, and process optimization. Partner with Marketing, Product, Technology, Merchants, Commercial, and global teams to identify customer pain points, improve journeys, enable operational readiness, and deliver impactful customer solutions. Lead continuous improvement and transformation initiatives through process optimization, automation, digital solutions, and service innovation to improve customer and employee experience. Manage external service providers, operational costs, budgets, and performance expectations to ensure sustainable and efficient service delivery. Establish governance routines, proactively manage service communications and incidents, and provide leadership visibility through performance reviews, insights, and improvement plans. Promote a culture of collaboration, accountability, and continuous improvement across local, regional, and global teams. 🌟 You're a match Bachelor's degree + Master's degree in Administration, Operations, Customer Service, or related disciplines. +10 years of experience with operations management, customer service, customer experience, and payments. +3 years of experience in team leadership, preferably leading large CX and Operations teams in senior management or director roles. Proven experience in digital solutions, digital products (such as mobile applications, web portals, and online services), as well as payment solutions or digital financial services companies. Experience managing contact centers, shared services, or outsourced care functions, experience with contact center tools (e.g, Genesys) Track record of performance improvement and service transformation. Proficiency in CRM platforms and care analytics, Salesforce preferred. Fluent English level (mandatory) Soft skills: Strong leadership, firm and accountable leadership style, assertiveness, emotional intelligence, KPI-driven and hands-on approach, ability to challenge teams toward continuous improvement and avoid the status quo, strong focus on service excellence, automation mindset, collaborative team player, strong interpersonal skills, and ability to build positive relationships across teams and stakeholders. 🌟 Your Location: Mexico City, Mexico (hybrid work model) - Open to evaluate international assignment for internal candidates Why join Pluxee? Join an inclusive team Work at the heart of the community alongside 5,000 experts across 29 countries - we embrace diversity and value uniqueness, fostering a workplace where everyone can thrive. Turn inspiration into possibility Get space to try new ideas, experiment and move the world of work forward as you bring new digital experiences - and moments of connection - to millions of people. Make a positive impact Touch millions of lives and create meaningful change for people and the world we share, supporting our commitments to diversity, sustainability, and local economies. Grow with us Get support you need to take meaningful steps in your career, whether you're performing your work/life balance or learning new skills.

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