Director of Customer Experience and Operations

Pluxee is a global player in Employee Benefits and Engagement that operates in 28 countries. Pluxee helps companies attract, engage, and retain talent thanks to a broad range of solutions across Meal & Food, Well-‏being, Lifestyle, Reward & Recognition, and Public Benefits. Powered by leading technology and more than 5,600 engaged team members, Pluxee acts as a trusted partner within a highly interconnected B2B2C ecosystem made up of more than 500,000 clients, 37 million+ consumers, and 1.7 million+ merchants. Conducting business for more than 45 years, Pluxee is committed to creating a positive impact on local communities, supporting well-‏being at work for employees, and protecting the planet.

About the role

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.

To get this challenge

1. Video call with Global Talent Acquisition Expert
2. Video call or onsite interview with Local HR Partner
3. Video call or onsite interview with a Hiring Manager

Your location

Mexico City City, Mexico

☀️ Happy at work

1) A meaningful job: Be the change! Help us build the future of employee benefits by bringing to life sustainable and personalized experiences and contributing to making a real impact on millions of lives. Our business model delivers not just for individuals but their communities too, by supporting local businesses and economies.

2) A great culture: People matter – a lot! Be part of a multicultural team that moves as one in a fast-paced and innovative environment. We respect and care authentically about our people, we embrace wellbeing and work-life balance, new ideas, and we have a lot of fun!

3) An empowering environment: Be yourself! At Pluxee, we proudly embrace diversity and value the uniqueness of our talents, fostering an inclusive workplace where all abilities are celebrated, and equal learning and growing opportunities are given.