79 Ofertas de Experience Manager en Argentina

¡Esta propuesta te puede interesar!

We are seeking a highly capable and resourceful Experience Manager to manage and execute a variety of complex initiatives that enhance both customer and employee experiences. The ideal candidate is a self-starter with strong project management, communication, analytical, and technical skills, who can handle multiple priorities in a fast-paced environment. This role focuses on managing the lifecycle of CX/EX projects from conception through to successful delivery, ensuring alignment with business goals and operational efficiency.

Project Management: 30%

• Lead the planning, execution, and completion of multiple, complex CX/EX projects, ensuring they are delivered on time, within scope, and aligned with company objectives.

• Develop detailed project plans, set timelines, assign resources, and track progress to ensure milestones are met.

• Manage project risks, issues, and dependencies, and implement solutions to keep projects on track.

• Develop business requirements documents.

Collaboration and Coordination: 20%

• Collaborate with cross-functional teams, including Product, Operations, HR, IT, and Marketing, to ensure all CX/EX initiatives are fully supported and aligned across the organization.

• Facilitate project meetings, brainstorming sessions, and working groups to drive forward key initiatives.

• Act as the primary point of contact for all project stakeholders, ensuring clear communication and coordination throughout the project lifecycle.

Data-Driven Analysis and Reporting: 30%

• Analyze project data and performance metrics to evaluate the success of initiatives, identify areas for improvement, and provide actionable insights.

• Develop and maintain dashboards to report on key performance indicators (KPIs) related to customer and employee satisfaction, engagement, and other CX/EX metrics.

• Create and present data-driven findings, using statistical insights to validate recommendations and support data-informed decision-making.

• Create and deploy research studies.

Process Improvement and Innovation: 20%

• Continuously assess and optimize internal processes to streamline project execution and enhance efficiency.

• Identify opportunities for innovation and improvement in both customer and employee experience, leveraging feedback and data to drive enhancements.

• Proactively bring forward ideas to improve project outcomes, team efficiency, and overall CX/EX strategy.

• Utilize CX/EX tools and platforms, such as analytics tools and feedback systems, to support project execution and optimize experiences.

• Stay informed on emerging trends and best practices in CX/EX, integrating new technologies and methodologies where applicable.

Qualifications Required

• Bachelor’s degree in Business, Marketing, Communications, or a related field.

• 4-6 years of experience in project management, customer experience, employee experience, or related roles.

• Strong project management skills with experience managing complex, multi-faceted projects. Able to identify dependencies and 'big rocks' early enough to either escalate or determine alternative solutions.

• Excellent organizational skills, with the ability to manage multiple priorities and deadlines.

• Analytical mindset with the ability to interpret data and drive insights for project improvements.

• Technical Skills:

  • Analytics Proficiency: Strong skills in Excel, Power BI and SQL for data visualization, querying, and analysis.

  • Statistical Knowledge: Solid understanding of statistics, including concepts such as mean, median, standard deviation, correlation, regression analysis, and statistical significance

• Proficient in project management tools and CX/EX platforms (e.g., survey tools, CRM systems, analytics tools).

• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams.

• Proven experience analyzing structured and unstructured data and presenting insights to business stakeholders effectively.

• Self-motivated and resourceful, with a strong desire to learn and grow in a dynamic environment.

Si consideras que reunís los requisitos para el puesto y te gustan los desafíos, no lo dudes…. ¡Postulate!

Sobre Randstad En Randstad nos moviliza ayudar a las personas y a las organizaciones a desarrollar todo su potencial. Ese es el compromiso que asumimos como compañía en todo el mundo, un compromiso que nos impulsa a ir más allá para lograr que nuestros clientes y candidatos alcancen el éxito. ¿Cómo lo hacemos?, combinando nuestra pasión por las personas con el poder de la tecnología, creando experiencias más humanas, que nos permitan ser una fuente de inspiración y apoyo para quienes nos eligen. Porque estamos convencidos de que mejores personas hacen mejores. Nos esforzamos todos los días en crear un entorno diverso y nos enorgullece ser una empresa con igualdad de oportunidades para todas las personas, independientemente de su raza, color, religión, sexo, identidad sexual u orientación sexual, país de origen, genética, discapacidad o edad.

educación

Universitario completo

¡Esta propuesta te puede interesar!

We are seeking a highly capable and resourceful Experience Manager to manage and execute a variety of complex initiatives that enhance both customer and employee experiences. The ideal candidate is a self-starter with strong project management, communication, analytical, and technical skills, who can handle multiple priorities in a fast-paced environment. This role focuses on managing the lifecycle of CX/EX projects from conception through to successful delivery, ensuring alignment with business goals and operational efficiency.

Project Management: 30%

• Lead the planning, execution, and completion of multiple, complex CX/EX projects, ensuring they are delivered on time, within scope, and aligned with company objectives.

• Develop detailed project plans, set timelines, assign resources, and track progress to ensure milestones are met.

• Manage project risks, issues, and dependencies, and implement solutions to keep projects on track.

• Develop business requirements documents.

Collaboration and Coordination: 20%

• Collaborate with cross-functional teams, including Product, Operations, HR, IT, and Marketing, to ensure all CX/EX initiatives are fully supported and aligned across the organization.

• Facilitate project meetings, brainstorming sessions, and working groups to drive forward key initiatives.

• Act as the primary point of contact for all project stakeholders, ensuring clear communication and coordination throughout the project lifecycle.

Data-Driven Analysis and Reporting: 30%

• Analyze project data and performance metrics to evaluate the success of initiatives, identify areas for improvement, and provide actionable insights.

• Develop and maintain dashboards to report on key performance indicators (KPIs) related to customer and employee satisfaction, engagement, and other CX/EX metrics.

• Create and present data-driven findings, using statistical insights to validate recommendations and support data-informed decision-making.

• Create and deploy research studies.

Process Improvement and Innovation: 20%

• Continuously assess and optimize internal processes to streamline project execution and enhance efficiency.

• Identify opportunities for innovation and improvement in both customer and employee experience, leveraging feedback and data to drive enhancements.

• Proactively bring forward ideas to improve project outcomes, team efficiency, and overall CX/EX strategy.

• Utilize CX/EX tools and platforms, such as analytics tools and feedback systems, to support project execution and optimize experiences.

• Stay informed on emerging trends and best practices in CX/EX, integrating new technologies and methodologies where applicable.

Qualifications Required

• Bachelor’s degree in Business, Marketing, Communications, or a related field.

• 4-6 years of experience in project management, customer experience, employee experience, or related roles.

• Strong project management skills with experience managing complex, multi-faceted projects. Able to identify dependencies and 'big rocks' early enough to either escalate or determine alternative solutions.

• Excellent organizational skills, with the ability to manage multiple priorities and deadlines.

• Analytical mindset with the ability to interpret data and drive insights for project improvements.

• Technical Skills:

  • Analytics Proficiency: Strong skills in Excel, Power BI and SQL for data visualization, querying, and analysis.

  • Statistical Knowledge: Solid understanding of statistics, including concepts such as mean, median, standard deviation, correlation, regression analysis, and statistical significance

• Proficient in project management tools and CX/EX platforms (e.g., survey tools, CRM systems, analytics tools).

• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams.

• Proven experience analyzing structured and unstructured data and presenting insights to business stakeholders effectively.

• Self-motivated and resourceful, with a strong desire to learn and grow in a dynamic environment.

Si consideras que reunís los requisitos para el puesto y te gustan los desafíos, no lo dudes…. ¡Postulate!

Sobre Randstad

En Randstad nos moviliza ayudar a las personas y a las organizaciones a desarrollar todo su potencial. Ese es el compromiso que asumimos como compañía en todo el mundo, un compromiso que nos impulsa a ir más allá para lograr que nuestros clientes y candidatos alcancen el éxito. ¿Cómo lo hacemos?, combinando nuestra pasión por las personas con el poder de la tecnología, creando experiencias más humanas, que nos permitan ser una fuente de inspiración y apoyo para quienes nos eligen. Porque estamos convencidos de que mejores personas hacen mejores.

educación

Universitario completo

Join to apply for the Enterprise Customer Experience Manager role at Assurant

Join to apply for the Enterprise Customer Experience Manager role at Assurant

Get AI-powered advice on this job and more exclusive features.

We are seeking a highly capable and resourceful Experience Manager to manage and execute a variety of complex initiatives that enhance both customer and employee experiences. The ideal candidate is a self-starter with strong project management, communication, analytical, and technical skills, who can handle multiple priorities in a fast-paced environment. This role focuses on managing the lifecycle of CX/EX projects from conception through to successful delivery, ensuring alignment with business goals and operational efficiency.

Project Management: 30%

• Lead the planning, execution, and completion of multiple, complex CX/EX projects, ensuring they are delivered on time, within scope, and aligned with company objectives.
• Develop detailed project plans, set timelines, assign resources, and track progress to ensure milestones are met.
• Manage project risks, issues, and dependencies, and implement solutions to keep projects on track.
• Develop business requirements documents.
  
  
  

• Collaborate with cross-functional teams, including Product, Operations, HR, IT, and Marketing, to ensure all CX/EX initiatives are fully supported and aligned across the organization.
• Facilitate project meetings, brainstorming sessions, and working groups to drive forward key initiatives.
• Act as the primary point of contact for all project stakeholders, ensuring clear communication and coordination throughout the project lifecycle.
  
  
  

• Analyze project data and performance metrics to evaluate the success of initiatives, identify areas for improvement, and provide actionable insights.
• Develop and maintain dashboards to report on key performance indicators (KPIs) related to customer and employee satisfaction, engagement, and other CX/EX metrics.
• Create and present data-driven findings, using statistical insights to validate recommendations and support data-informed decision-making.
• Create and deploy research studies.
  
  
  

• Continuously assess and optimize internal processes to streamline project execution and enhance efficiency.
• Identify opportunities for innovation and improvement in both customer and employee experience, leveraging feedback and data to drive enhancements.
• Proactively bring forward ideas to improve project outcomes, team efficiency, and overall CX/EX strategy.
• Utilize CX/EX tools and platforms, such as analytics tools and feedback systems, to support project execution and optimize experiences.
• Stay informed on emerging trends and best practices in CX/EX, integrating new technologies and methodologies where applicable.
  
  
  

• Bachelor’s degree in Business, Marketing, Communications, or a related field.
• 4-6 years of experience in project management, customer experience, employee experience, or related roles.
• Strong project management skills with experience managing complex, multi-faceted projects. Able to identify dependencies and 'big rocks' early enough to either escalate or determine alternative solutions.

• Excellent organizational skills, with the ability to manage multiple priorities and deadlines.
• Analytical mindset with the ability to interpret data and drive insights for project improvements.
• Technical Skills:
• Analytics Proficiency: Strong skills in Excel, Power BI and SQL for data visualization, querying, and analysis.
• Statistical Knowledge: Solid understanding of statistics, including concepts such as mean, median, standard deviation, correlation, regression analysis, and statistical significance
• Proficient in project management tools and CX/EX platforms (e.g., survey tools, CRM systems, analytics tools).
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams.
• Proven experience analyzing structured and unstructured data and presenting insights to business stakeholders effectively.
• Self-motivated and resourceful, with a strong desire to learn and grow in a dynamic environment.
  
  

• Seniority level Mid-Senior level

• Employment type Full-time

• Job function Other
• Industries Insurance and Consumer Services

Referrals increase your chances of interviewing at Assurant by 2x

Get notified about new Customer Experience Manager jobs in Buenos Aires, Buenos Aires Province, Argentina .

Greater Buenos Aires $2,700.00-$,000.00 1 month ago

Greater Buenos Aires 800.00- 1,300.00 1 month ago

Greater Buenos Aires 2,700.00- 4,000.00 1 month ago

Greater Buenos Aires 2,700.00- 4,000.00 1 month ago

Greater Buenos Aires 800.00- 1,300.00 1 month ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

En WAVES estamos redefiniendo y profesionalizando la forma en que las empresas y los propietarios gestionan sus activos inmobiliarios. Nuestros equipos están creciendo y ¡te estamos buscando!

En esta oportunidad, buscamos un Property & Experience Manager para sumarse a nuestro equipo de Operaciones, precisamente para un importante edificio corporativo AAA ubicado en Parque Patricios, CABA.

Objetivo del puesto

Gerenciar el edificio siendo responsable por cumplir los resultados de la operación de su unidad de negocio como así también mantener y mejorar el valor de los activos a su cargo garantizando la mejor experiencia para sus ocupantes. Además, en este rol trabajarás en el desarrollo, implemenación y venta de experiencias que agreguen valor sobre el servicio brindado.

• Garantizar el correcto funcionamiento de todas las instalaciones del sitio, apoyándote en el equipo de mantenimiento para su realización.
• Monitorear el plan de acción anual del sitio, garantizar su cumplimiento y la satisfacción del cliente a su cargo .
• Gestionar, coordinar y supervisar los proveedores de servicios tercerizados, seguridad, limpieza, recepción, mesa de ayuda y su cumplimiento, gestionar los contratos, un plan de trabajo y los indicadores de performance de los mismos.
• Participar de las asambleas ordinarias para la renovación anual de los mandatos de administración del consorcio y de las asambleas extraordinarias a requerimiento.
• Monitorear el cumplimiento a los SLA acordados con el cliente.
• Dar cumplimiento a las políticas de auditorías y planes de HSE.
• Realizar las solicitudes de abastecimiento de bienes e insumos necesarios del sitio.
• Monitorear que se cumplan las políticas y requerimientos normativos y corporativos.
• Elaborar el Informe de Operaciones de manera mensual consolidando todos los indicadores de la operación requeridos.
• Administrar el sistema de mesa de ayuda
• Desarollo de nuevas experiencias, venta e implementación de las mismas.

Lugar de trabajo: Parque Patricios, CABA.

• Graduados en las carreras Ingeniería, Arquitectura, Administración de empresas, Administración Hotelera o afines.
• Experiencia en posiciones de office manager, facility services, administrativas y experiencias.
• Experiencia en gestión de eventos
• Liderazgo de equipos multidisciplinarios.

Será un plus

• Nivel intermedio de idioma inglés
• Experiencia en reporting
• Experiencia utilizando sistema de gestión Odoo u otros sistemas ERP.

• Día de cumpleaños libre
• 2 días Waves Free al año
• Soft landing y licencia extendida para padres recientes
• Acceso a capacitaciones
• Objetivos claros, públicos y medibles
• 15 dias de estudios al año

Nivel mínimo de educación: Universitario (Graduado)

Nos especializamos en consultoría, innovación, inversiones y gestión de activos inmobiliarios en el ecosistema del real estate. Fundada en 2012, nuestra firma cuenta actualmente con oficinas principales en Buenos Aires y Madrid, y está presente en 14 países de América Latina.

En WAVES estamos redefiniendo y profesionalizando la forma en que las empresas y los propietarios gestionan sus activos inmobiliarios. Nuestros equipos están creciendo y ¡te estamos buscando!

En esta oportunidad, buscamos un Property & Experience Manager para sumarse a nuestro equipo de Operaciones, precisamente para un importante edificio corporativo AAA ubicado en Parque Patricios, CABA.

Objetivo del puesto

Gerenciar el edificio siendo responsable por cumplir los resultados de la operación de su unidad de negocio como así también mantener y mejorar el valor de los activos a su cargo garantizando la mejor experiencia para sus ocupantes. Además, en este rol trabajarás en el desarrollo, implemenación y venta de experiencias que agreguen valor sobre el servicio brindado.

• Garantizar el correcto funcionamiento de todas las instalaciones del sitio, apoyándote en el equipo de mantenimiento para su realización.
• Monitorear el plan de acción anual del sitio, garantizar su cumplimiento y la satisfacción del cliente a su cargo .
• Gestionar, coordinar y supervisar los proveedores de servicios tercerizados, seguridad, limpieza, recepción, mesa de ayuda y su cumplimiento, gestionar los contratos, un plan de trabajo y los indicadores de performance de los mismos.
• Participar de las asambleas ordinarias para la renovación anual de los mandatos de administración del consorcio y de las asambleas extraordinarias a requerimiento.
• Monitorear el cumplimiento a los SLA acordados con el cliente.
• Dar cumplimiento a las políticas de auditorías y planes de HSE.
• Realizar las solicitudes de abastecimiento de bienes e insumos necesarios del sitio.
• Monitorear que se cumplan las políticas y requerimientos normativos y corporativos.
• Elaborar el Informe de Operaciones de manera mensual consolidando todos los indicadores de la operación requeridos.
• Administrar el sistema de mesa de ayuda
• Desarollo de nuevas experiencias, venta e implementación de las mismas.

Lugar de trabajo: Parque Patricios, CABA.

• Graduados en las carreras Ingeniería, Arquitectura, Administración de empresas, Administración Hotelera o afines.
• Experiencia en posiciones de office manager, facility services, administrativas y experiencias.
• Experiencia en gestión de eventos
• Liderazgo de equipos multidisciplinarios.

Será un plus

• Nivel intermedio de idioma inglés
• Experiencia en reporting
• Experiencia utilizando sistema de gestión Odoo u otros sistemas ERP.

• Día de cumpleaños libre
• 2 días Waves Free al año
• Soft landing y licencia extendida para padres recientes
• Acceso a capacitaciones
• Objetivos claros, públicos y medibles
• 15 dias de estudios al año

Nivel mínimo de educación: Universitario (Graduado)

Nos especializamos en consultoría, innovación, inversiones y gestión de activos inmobiliarios en el ecosistema del real estate. Fundada en 2012, nuestra firma cuenta actualmente con oficinas principales en Buenos Aires y Madrid, y está presente en 14 países de América Latina.

The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise with the following business segments: Disney Entertainment, ESPN, Disney Parks, and Experiences and Products. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.

How will you contribute to our magical experience?

We are looking for a proactive and data-driven Customer Experience Manager to lead and elevate the experience of sports and third-party viewers across the Americas region. In this role, you will be the key driver of operational excellence, stakeholder management, and customer advocacy, ensuring that every viewer interaction reflects the highest standards of service.

You will act as the main point of contact (POC) for both internal teams and external partners, focusing on optimizing workflows, resolving escalations, mentoring team members, and amplifying the Voice of the Customer (VoC) to influence strategic business decisions. If you’re a solutions-oriented leader who thrives in dynamic environments and enjoys making a meaningful impact through data-backed initiatives, this role is for you.

The Manager Customer Experience will be responsible for:

• Lead and manage relationships with third-party partners as the main CX point of contact.
• Monitor performance KPIs, share best practices, and drive continuous improvements.
• Collaborate with global teams to ensure smooth implementations and optimize workflows.
• Provide insights to local commercial teams to keep customer experience central to business decisions.
• Align strategies and feedback with regional BPO teams for effective communication and improvements.
• Manage multiple projects while maintaining daily operations and navigating complex organizations strategically.
• Own the sports viewer experience, including ESPN events, representing their unique Voice of the Customer.
• Understand sports-specific viewer challenges and deliver insights to VX and business teams.
• Act as liaison for local and regional sports teams to embed CX in sports-related decisions.
• Expand LATAM learnings into North America, capturing and escalating key BPO challenges.
• Partner cross-functionally to create sports-specific training, quality guidelines, and talking points.

What we need from you to be part of this story:

• 5+ years in high-volume customer service environments with leadership experience in fast-paced operations.
• Skilled in building and managing BPO partner teams.
• Proven ability to lead through influence and drive continuous operational improvements.
• Advanced English for effective communication with US and global teams.
• Strong analytical, data-driven mindset with KPI interpretation to enhance customer experience.
• Proactive problem solver with excellent project management and workflow optimization skills.
• Comfortable navigating complex organizations and collaborating cross-functionally worldwide.
• Solid background in Customer Experience, ideally in Viewer Experience or digital media.
• Expert in capturing and leveraging the Voice of the Customer for actionable insights.
• Familiarity or interest in sports industry and sports viewer needs is a plus.
• Positive, empathetic, resilient, and collaborative with diverse teams and partners.
• Experience managing third-party relationships and developing customer-focused training and quality programs.

Additional Information

At Disney, we believe it takes great people to create the memorable experiences, products and services our consumers know and love. We are a team of storytellers and hire under equal opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, disability and gender identity. We foster a corporate culture of belonging and inclusiveness, which empowers our staff and company to thrive. At Disney, everyone has the opportunity to speak up and participate, grow and share ideas. “You can design and create, and build the most wonderful place in the world. But it takes people to make the dream a reality.” — Walt Disney

Specify Locations

• Lead and manage relationships with third-party partners as the main CX point of contact.
• Monitor performance KPIs, share best practices, and drive continuous improvements.
• Collaborate with global teams to ensure smooth implementations and optimize workflows.
• Provide insights to local commercial teams to keep customer experience central to business decisions.
• Align strategies and feedback with regional BPO teams for effective communication and improvements.
• Manage multiple projects while maintaining daily operations and navigating complex organizations strategically.
• Own the sports viewer experience, including ESPN events, representing their unique Voice of the Customer.
• Understand sports-specific viewer challenges and deliver insights to VX and business teams.
• Act as liaison for local and regional sports teams to embed CX in sports-related decisions.
• Expand LATAM learnings into North America, capturing and escalating key BPO challenges.
• Partner cross-functionally to create sports-specific training, quality guidelines, and talking points.

• 5+ years in high-volume customer service environments with leadership experience in fast-paced operations.
• Skilled in building and managing BPO partner teams.
• Proven ability to lead through influence and drive continuous operational improvements.
• Advanced English for effective communication with US and global teams.
• Strong analytical, data-driven mindset with KPI interpretation to enhance customer experience.
• Proactive problem solver with excellent project management and workflow optimization skills.
• Comfortable navigating complex organizations and collaborating cross-functionally worldwide.
• Solid background in Customer Experience, ideally in Viewer Experience or digital media.
• Expert in capturing and leveraging the Voice of the Customer for actionable insights.
• Familiarity or interest in sports industry and sports viewer needs is a plus.
• Positive, empathetic, resilient, and collaborative with diverse teams and partners.
• Experience managing third-party relationships and developing customer-focused training and quality programs.

BUILD SOMETHING BIGGER THAN YOURSELF

The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise with the following business segments: Disney Entertainment, ESPN, Disney Parks, and Experiences and Products. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.

How will you contribute to our magical experience?

We are looking for a proactive and data-driven Customer Experience Manager to lead and elevate the experience of sports and third-party viewers across the Americas region. In this role, you will be the key driver of operational excellence, stakeholder management, and customer advocacy, ensuring that every viewer interaction reflects the highest standards of service.

You will act as the main point of contact (POC) for both internal teams and external partners, focusing on optimizing workflows, resolving escalations, mentoring team members, and amplifying the Voice of the Customer (VoC) to influence strategic business decisions. If you’re a solutions-oriented leader who thrives in dynamic environments and enjoys making a meaningful impact through data-backed initiatives, this role is for you.

The Manager Customer Experience will be responsible for:

• Lead and manage relationships with third-party partners as the main CX point of contact.
• Monitor performance KPIs, share best practices, and drive continuous improvements.
• Collaborate with global teams to ensure smooth implementations and optimize workflows.
• Provide insights to local commercial teams to keep customer experience central to business decisions.
• Align strategies and feedback with regional BPO teams for effective communication and improvements.
• Manage multiple projects while maintaining daily operations and navigating complex organizations strategically.
• Own the sports viewer experience, including ESPN events, representing their unique Voice of the Customer.
• Understand sports-specific viewer challenges and deliver insights to VX and business teams.
• Act as liaison for local and regional sports teams to embed CX in sports-related decisions.
• Expand LATAM learnings into North America, capturing and escalating key BPO challenges.
• Partner cross-functionally to create sports-specific training, quality guidelines, and talking points.

What we need from you to be part of this story:

• 5+ years in high-volume customer service environments with leadership experience in fast-paced operations.
• Skilled in building and managing BPO partner teams.
• Proven ability to lead through influence and drive continuous operational improvements.
• Advanced English for effective communication with US and global teams.
• Strong analytical, data-driven mindset with KPI interpretation to enhance customer experience.
• Proactive problem solver with excellent project management and workflow optimization skills.
• Comfortable navigating complex organizations and collaborating cross-functionally worldwide.
• Solid background in Customer Experience, ideally in Viewer Experience or digital media.
• Expert in capturing and leveraging the Voice of the Customer for actionable insights.
• Familiarity or interest in sports industry and sports viewer needs is a plus.
• Positive, empathetic, resilient, and collaborative with diverse teams and partners.
• Experience managing third-party relationships and developing customer-focused training and quality programs.

Additional Information

At Disney, we believe it takes great people to create the memorable experiences, products and services our consumers know and love. We are a team of storytellers and hire under equal opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, disability and gender identity. We foster a corporate culture of belonging and inclusiveness, which empowers our staff and company to thrive. At Disney, everyone has the opportunity to speak up and participate, grow and share ideas. “You can design and create, and build the most wonderful place in the world. But it takes people to make the dream a reality.” — Walt Disney #J-18808-Ljbffr

The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise with the following business segments: Disney Entertainment, ESPN, Disney Parks, and Experiences and Products. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.

How will you contribute to our magical experience?

We are looking for a proactive and data-driven Customer Experience Manager to lead and elevate the experience of sports and third-party viewers across the Americas region. In this role, you will be the key driver of operational excellence, stakeholder management, and customer advocacy, ensuring that every viewer interaction reflects the highest standards of service.

You will act as the main point of contact (POC) for both internal teams and external partners, focusing on optimizing workflows, resolving escalations, mentoring team members, and amplifying the Voice of the Customer (VoC) to influence strategic business decisions. If you’re a solutions-oriented leader who thrives in dynamic environments and enjoys making a meaningful impact through data-backed initiatives, this role is for you.

The Manager Customer Experience will be responsible for:

• Lead and manage relationships with third-party partners as the main CX point of contact.
• Monitor performance KPIs, share best practices, and drive continuous improvements.
• Collaborate with global teams to ensure smooth implementations and optimize workflows.
• Provide insights to local commercial teams to keep customer experience central to business decisions.
• Align strategies and feedback with regional BPO teams for effective communication and improvements.
• Manage multiple projects while maintaining daily operations and navigating complex organizations strategically.
• Own the sports viewer experience, including ESPN events, representing their unique Voice of the Customer.
• Understand sports-specific viewer challenges and deliver insights to VX and business teams.
• Act as liaison for local and regional sports teams to embed CX in sports-related decisions.
• Expand LATAM learnings into North America, capturing and escalating key BPO challenges.
• Partner cross-functionally to create sports-specific training, quality guidelines, and talking points.

What we need from you to be part of this story:

• 5+ years in high-volume customer service environments with leadership experience in fast-paced operations.
• Skilled in building and managing BPO partner teams.
• Proven ability to lead through influence and drive continuous operational improvements.
• Advanced English for effective communication with US and global teams.
• Strong analytical, data-driven mindset with KPI interpretation to enhance customer experience.
• Proactive problem solver with excellent project management and workflow optimization skills.
• Comfortable navigating complex organizations and collaborating cross-functionally worldwide.
• Solid background in Customer Experience, ideally in Viewer Experience or digital media.
• Expert in capturing and leveraging the Voice of the Customer for actionable insights.
• Familiarity or interest in sports industry and sports viewer needs is a plus.
• Positive, empathetic, resilient, and collaborative with diverse teams and partners.
• Experience managing third-party relationships and developing customer-focused training and quality programs.

Additional Information

At Disney, we believe it takes great people to create the memorable experiences, products and services our consumers know and love. We are a team of storytellers and hire under equal opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, disability and gender identity. We foster a corporate culture of belonging and inclusiveness, which empowers our staff and company to thrive. At Disney, everyone has the opportunity to speak up and participate, grow and share ideas. “You can design and create, and build the most wonderful place in the world. But it takes people to make the dream a reality.” — Walt Disney #J-18808-Ljbffr