CX Manager - LIBERTY LATIN AMERICA : Job Details

CX Manager

LIBERTY LATIN AMERICA

Job Location : San Juan,PR, USA

Posted on : 2025-07-31T01:55:17Z

Job Description :

Responsible for leading the customer journey improvement projects, including big data analysis to identify opportunities for customer-facing and service process enhancements, and developing self-care tools for customers. The projects aim to improve customer experience and loyalty, making processes easier and more efficient for both customers and customer service personnel.

Essential Duties and Responsibilities
  • Lead the Customer Experience Project Team, overseeing functions such as:
  • Measure and monitor customer satisfaction KPIs, including call and store visit reasons, billing data, technical assistance metrics, and consumer behavior insights to drive actionable improvements.
  • Design and develop CX Project Tracker, KPIs, and dashboards.
  • Map customer journeys to identify gaps, develop project plans, and lead initiatives to enhance customer experience and reduce human-assisted interactions.
  • Identify performance gaps, develop solutions to improve first call resolution, reduce trouble calls, and increase operational efficiencies, collaborating with business owners and subject matter experts.
  • Design, launch, and monitor transactional customer notifications, ensuring a seamless end-to-end journey.
  • Develop best practices for customer onboarding, ongoing KPIs, and customer growth strategies.
  • Partner with various internal teams to achieve top customer experience levels.
  • Conduct site assessments to improve service culture and delivery.
  • Understand and improve business rules and operations related to customer experience.
  • Manage customer and service-impacting processes, procedures, policies, and decision-making.
  • Ensure compliance with Liberty Latin America's policies, including safety standards and the Code of Conduct.
  • Supervise and mentor the Customer Experience Project Group, including hiring, training, performance appraisal, and conflict resolution.
    • Qualifications
    • Bachelor's degree in Business Administration or Industrial Engineering; MBA preferred.
    • At least 5 years of experience in strategy and process improvement.
    • Fully bilingual in Spanish and English.
    • Strong leadership, analytical, and communication skills.
    • Knowledge of financial analysis, staffing, scheduling, and telecom opportunities.
    • Customer-focused with the ability to motivate teams and handle multiple priorities.
    • Proficient in Microsoft Office Suite.
    • Ability to travel as needed.
    Other Information

    Liberty Puerto Rico is an equal opportunity employer. Successful candidates will undergo assessments, background checks, and drug testing. Discrimination complaints can be directed to appropriate agencies.

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