LATAM Customer Service Director (Portuguese required)
Core
Define and execute end-to-end Customer Service and Order Management strategy across LATAM, leading a transformation agenda to standardize processes and deploy digital/AI capabilities for a $12B revenue function.
Role type
Senior IC Customer Service Director (Supply Chain/Operations)
Builds
A scalable, technology-enabled customer service model supporting 19 Market Units and 200+ FTEs.
Domain
Consumer Packaged Goods (CPG) / Supply Chain / Customer Operations
Required skills
Strategic planning, People management, Data analytics, Cross-functional collaboration, Change management, Process optimization, Stakeholder influence, Remote team leadership, KPI definition, Business process reengineering
Preferred skills
MBA, Experience with GCC (Global Customer Center) models, SAP proficiency, AI/automation implementation experience
Technologies
Celonis, PEP Order Engine, Engage CX, SAP, Microsoft Excel, PowerPoint, Word
Responsibilities
Lead multi-year transformation of fragmented processes into a globally aligned model; Drive GCC adoption and digital/AI-enabled capabilities; Optimize staffing, scheduling, and order processing activities; Develop and mentor a LATAM team; Define and track KPIs for performance management; Partner with Sector, Commercial, and Logistics teams to define future-state operating models.
Seniority
Senior, hands-on IC