The CAP Senior Manager, CS Operations, is responsible for leading and setting the operational direction for the LATAM / US Concession Abuse Prevention (CAP) team within the Shipping and Delivery Services (SDS) Customer Service vertical.
In this role, the Senior Manager will lead a team of Customer Service Associates, Team Managers, Group Managers and Operations Manager.
The team operates 365 days a year and spans multiple LATAM & US marketplaces, with a mix of both Brick and Mortar and Virtual sites.
The Senior Manager will provide strong people leadership and talent development at all levels of the organization. The role is a senior-level management position within the SDS LATAM & US region and is fully accountable for all aspects of the team.
Key job responsibilities
Working with the Worldwide CAP Senior Ops Leader, the Senior Manager will shape the overall strategic direction of CAP LATAM / US region on a short term and long term basis including, but not limited to : Customer & Employee experience, Operational Excellence, Cost Avoidance and Talent Development in accordance with business and financial goals
with a bar raising focus on waste removal and process improvement