Customer Care Manager Latam

As part of the Latin America Customer Care Leadership team, you will lead the day-to-day operations of Customer Care MRO and related support activities for one or more entities across Latin America. In this role, you will help drive customer satisfaction, operational excellence, and business growth by leading high-performing teams, enhancing customer experiences, and collaborating across Sales, Business Units, and Quote to Cash functions. Your contributions will support strategic initiatives that strengthen customer loyalty, improve processes, and achieve regional sales and booking objectives.

In This Role, Your Responsibilities Will Be:

• Lead, coach, develop, and engage a high-performing Customer Care team, fostering a culture of collaboration, accountability, learning, and continuous improvement.
• Support talent acquisition, onboarding, performance management, succession planning, and employee development initiatives.
• Drive customer satisfaction by overseeing pre-sales and post-sales activities, including quotations, order management, purchasing support, customer communication, and issue resolution.
• Manage and resolve customer escalations while ensuring positive experiences for both internal and external customers.
• Champion continuous improvement initiatives that enhance quality, productivity, operational effectiveness, and the overall customer experience.
• Monitor, develop, and evaluate key performance indicators to measure team performance and business outcomes.
• Collaborate with regional leadership, Business Units, Sales teams, and Quote to Cash functions to achieve business objectives and deliver customer value.
• Support the development and execution of strategies that strengthen customer loyalty and enable regional growth.
• Participate in departmental budget planning and management activities.
• Develop workforce and resource plans to support operational requirements, business continuity, and future growth.
• Partner with cross-functional teams to improve on-time delivery performance and operational efficiency.
• Identify training opportunities and coordinate development programs that build team capabilities and leadership readiness.
• Contribute to departmental and organizational strategic planning initiatives.
• Support regional bookings and sales goals through effective customer care leadership and collaboration.
• Perform other responsibilities as assigned.

Who You Are:

You create a climate where people work together to achieve shared goals and build partnerships across teams to accomplish objectives. You readily take on new challenges with a sense of urgency and enthusiasm, adapting effectively to changing priorities and business needs. You build strong customer relationships and consistently focus on delivering solutions that create value and positive experiences. You proactively learn through experience, seek feedback, and apply new knowledge to improve performance, strengthen teams, and drive business results.

For This Role, You Will Need:

• Bachelor's degree in Business, Engineering, or a related field, or equivalent combination of education and relevant professional experience.
• 8 years of experience in Customer Service.
• 8 years of experience leading and developing teams within customer service, customer care, inside sales, commercial operations, or related environments.
• Demonstrated ability to lead people, manage priorities, and drive performance in a customer-focused organization.
• Experience collaborating with cross-functional stakeholders to achieve operational and business objectives.
• Strong communication skills with the ability to engage effectively with diverse audiences and organizational levels.
• Ability to analyze information, navigate complex situations, and make sound business decisions.
• Experience defining, tracking, and improving operational performance metrics.
• Professional fluency in English and Spanish, both written and verbal.

Preferred Qualifications That Set You Apart:

• Experience in a technical, industrial, manufacturing, engineering, automation, or related environment.
• Experience leading regional or multi-country customer care, customer service, or commercial support operations.
• Knowledge of continuous improvement methodologies and process optimization practices.
• Experience supporting Quote to Cash, order management, supply chain, or commercial operations processes.
• Demonstrated success implementing initiatives that improve customer experience, productivity, and operational performance.
• Experience contributing to strategic planning, organizational growth initiatives, and change management efforts.

Our Culture & Commitment to You:

At Emerson, we prioritize a workplace where every employee is valued, respected, and empowered to grow. We foster an environment that encourages innovation, collaboration, and diverse perspectives—because we know that great ideas come from great teams. Our commitment to ongoing career development and growing an inclusive culture ensures you have the support to thrive. Whether through mentorship, training, or leadership opportunities, we invest in your success so you can make a lasting impact. We believe diverse teams working together are key to driving growth and delivering business results.
We recognize the importance of employee wellbeing. We prioritize providing competitive benefits plans, a variety of medical insurance plans, Employee Assistance Program, employee resource groups, recognition, and much more. Our culture offers flexible time off plans, vacation and holiday leave.