Senior Operations Manager – Call Center Operations
Location: Monterrey, Nuevo León, Mexico
Company: The LEGO Group
Department: Consumer & Shopper Engagement
The LEGO Group is looking for an experienced Senior Operations Manager to lead our Consumer & Shopper Engagement call center operations in Monterrey. In this role, you will oversee a large-scale contact center operation supporting more than 100 Customer Service Advisors, ensuring operational excellence, outstanding consumer experiences, and strong employee engagement. As the site leader for the Monterrey operation, you will lead through multiple layers of leadership, partner with global stakeholders, and drive performance across voice and digital customer support channels.
We are looking for a leader who combines strong operational expertise, strategic thinking, and inspirational people leadership to build high-performing teams and deliver exceptional service experiences.
Key Responsibilities
- Lead daily contact center operations supporting 100+ customer service advisors through multiple layers of leadership
- Serve as the site leader for the Monterrey CSE operation, ensuring alignment with global strategies
- Manage operational performance including service level, productivity, quality, and customer satisfaction metrics
- Analyze performance trends including attrition, absenteeism, and operational KPIs, implementing improvement plans
- Lead recruitment and onboarding strategies in partnership with workforce planning and talent acquisition teams
- Coach and develop leaders to build engaged, high-performing teams
- Manage customer escalations and executive-level complaints to ensure positive outcomes
- Drive continuous improvement initiatives that increase efficiency and service quality
- Collaborate with regional and global operations leaders to share best practices and align on service strategies
- Foster an inclusive, safe, and engaging work environment that supports employee growth and retention
Qualifications
- Extensive experience in call center operations, contact center leadership, or customer service operations
- Proven experience leading large teams (100+ employees) in an operations environment
- Experience managing multiple layers of leadership
- Strong English communication skills (written and verbal)
- Demonstrated ability to manage operational KPIs and performance metrics
- Strong leadership skills with experience in coaching, mentoring, and team development
- Experience collaborating with global or cross-regional teams
- Experience with recruitment, onboarding, and workforce planning
Why Join the LEGO Group?
At the LEGO Group, we believe great leadership creates environments where people thrive. In Consumer & Shopper Engagement, we work every day to deliver exceptional service experiences while building strong, engaged teams.
This role offers the opportunity to:
-Lead a large-scale customer service operation
-Partner with global teams and leaders
-Shape the culture and performance of a growing service organization
Join us and help bring the LEGO play promise to life for consumers around the world
Applications are reviewed on an ongoing basis. However, please note we do amend or withdraw our jobs and reserve the right to do so at any time, including prior to any advertised closing date. So, if you're interested in this role we encourage you to apply as soon as possible.
What’s in it for you?
Here are some of what to expect:
Family Care Leave – We offer enhanced paid leave options for those important times.
Insurances – All colleagues are covered by our life and disability insurance which provides protection and peace of mind.
Wellbeing – We want you to be your best self, so you’ll have access to the Headspace App and lots of wellbeing initiatives and programs run by local teams where you are based
Colleague Discount – We know you'll love to build so from day 1 you will qualify for our generous colleague discount.
Bonus – We do our best work to succeed together. When goals are reached and if eligible, you'll be rewarded through our bonus scheme
Your workplace – You'll find this at the top of this advert and when you join the team, we'll confirm this with you.
We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.
The LEGO Group is highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (eg. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age, religion and Veteran status) to apply for roles in our team.
We support our employees in being there for the moments that matter in life and celebrate families of all kinds, the loved ones that make us who we are. Being part of the LEGO Group also means taking part in our annual Play Day, playing a part in building a sustainable future and continuing our mission to “inspire and develop the builders of tomorrow.”
The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer.
Thank you for sharing our global commitment to Children’s Rights.
We conduct drug screening as a part of our drug free workplace policy and in support of our commitment to the health and safety of our employees.
Online Application Accessibility Statement; which is intended for people with disabilities - LEGO systems endeavors to make www.LEGO.com/jobs accessible to any and all users. If you would like to contact us regarding the accessibility of our web site or need assistance completing the application process, please contact the HR Service Desk at 1.860-763-7777, option #3. Please note, these communication channels should be used for those having difficulty accessing our on-line channels, not to inquire about job opportunities.
Just imagine building your dream career.
Then make it real.
Join the LEGO® team today.
