Service Excellence Senior Manager

Key Responsibilities

• Lead programs that support Service Excellence and align with Roadside performance goals.
• Partner with operations leaders to identify service gaps, improve team performance, and drive customer-focused solutions.
• Ensure frontline training programs are clear, relevant, effective, and aligned with business objectives.
• Connect training, quality reviews, performance insights, and continuous improvement initiatives into a cohesive strategy.
• Review quality results, customer feedback, and operational data to identify trends, reduce errors, and improve service delivery.
• Lead calibration and validation activities to ensure consistent service standards and quality expectations.
• Support and leverage automated quality monitoring tools to evaluate customer interactions and identify opportunities in real time.
• Provide senior-level leadership and strategic direction for the Rescue Management Team (RMT).
• Ensure team practices support service standards, quality objectives, and customer experience goals.
• Review service recovery efforts and implement improvements that enhance customer satisfaction and resolution effectiveness.
• Use RMT insights to strengthen training programs, quality processes, and service recovery strategies.
• Collaborate with cross-functional teams to explore and leverage AI solutions that improve service monitoring, quality, and intervention capabilities.
• Promote a consistent, professional, and customer-focused experience throughout the service journey.
• Align training, quality management, and service recovery activities to deliver stronger customer outcomes.
• Foster a culture of quality, accountability, continuous improvement, and customer impact.
• Use data and analytics to identify trends, service gaps, root causes, and opportunities for improvement.
• Drive initiatives that improve service quality, operational efficiency, employee performance, and customer satisfaction.

Core Qualifications for Success

• Must have a valid U.S. visa and be able to travel to the United States as needed for business purposes.
• 10+ years of experience leading operational, service, quality, customer experience, or service excellence organizations.
• Must be based in Tijuana, Baja California.
• Experience managing managers and leading large, multi-level teams.
• Proven ownership of enterprise-wide transformation, service excellence, operational excellence, or continuous improvement initiatives.
• Strong leadership experience in quality assurance, performance management, and customer experience programs.
• Experience developing and implementing training, coaching, and employee capability-building programs.
• Strong analytical skills with expertise in KPIs, performance metrics, trend analysis, and data-driven decision making.
• Experience leveraging AI, automation, digital transformation, workforce optimization, or advanced analytics to improve business performance.
• Demonstrated success delivering measurable results, including improvements in customer satisfaction, quality scores, productivity, operational efficiency, cost reduction, and employee performance.
• Ability to influence senior leaders, build cross-functional partnerships, and lead large-scale organizational change.