About the role

Pluxee is a global provider of employee benefits and engagement solutions, operating in 28 countries with a focus on sustainable, personalized experiences. This senior program leadership role reports to the Multi‑Country Shared Services Director and leads the transition of Country Customer Care operations into a Shared Services and BPO model across Hispanic LATAM.

Key Responsibilities

- Lead country transitions to the Shared Services model across Hispanic LATAM
- Build or refine business cases and ensure plans are robust and executable.
- Drive planning with the BPO and country, manage milestones, risks, issues, and decisions, and maintain internal momentum.
- Oversee go‑live readiness and hyper‑care to protect continuity and service stability.

- Oversee live operations and BPO performance

- Monitor live operations at the BPO and challenge performance when service, quality, or productivity falls short.
- Track key service and cost indicators, including cost‑to‑serve, and identify gaps or improvement opportunities.
- Provide clear reporting updates on performance, risks, and decisions required.
- Support actions that improve service, reduce waste, and reinforce the Shared Services model.

- Governance and country liaison

- Act as the main point of coordination between countries, Shared Services, and the BPO.
- Run governance around priorities, risks, decisions, KPI gaps, and mitigation actions.
- Ensure the Shared Services operating model is understood and applied while allowing for local execution needs where appropriate.

- Workforce management and performance challenge

- Work with Shared Services forecasting, country teams,



and the BPO Workforce Management team to challenge assumptions and validate workload plans.
- Review productive hours, team size, and service setup to ensure they are aligned with operational needs while containing budgets spent to presente operational needs.
- Challenge country forecasts and BPO calculations when they create risk for service, quality, or productivity.

- Service improvement and issue resolution

- Work with the Competence Center, Shared Services, countries, and the BPO to improve processes and remove friction points.
- Drive improvements that raise service quality, efficiency, and customer experience.
- Support coordinated action during incidents or service issues to restore performance and reduce repeat problems.

- Compliance, audit and risk follow‑up

- Participate in audits, compliance reviews, internal controls, and operational reporting activities as required.
- Ensure that operational practices respect company policies, data protection requirements, security rules, regulatory obligations, and local legal requirements.
- Identify operational risks and escalation with clear context and proposed mitigation actions.
- Contribute to a controlled, reliable, and compliant operating environment aligned with Pluxee’s regulated digital services ecosystem.

Qualifications





- Bachelor’s degree in Operations, Business, or equivalent experience.
- 5–7 years in customer care or operational roles and more than 3 years leading teams or acting as a senior program manager.
- Strong English and fluent Spanish; additional languages such as French are a plus.
- Strong experience in customer care, transformation, and/or Shared Services.
- Experience leading cross‑country transitions, migrations, or service model changes is ideal.
- Experience with service delivery models and performance monitoring.
- Familiarity with WFM, CRM, and ticketing systems.
- Track record of improving operations and delivering measurable results.
- Strong judgment with business cases, forecasts, performance trends, and operational impact.
- Solid understanding of customer care performance management, including KPIs, forecasts, training, quality, and staffing.
- Good understanding of workforce management and the ability to challenge BPO calculations and country assumptions.
- Knowledge of Pluxee tools such as Genesys, ServiceCloud, Pluxee Connect, the Pluxee app, and contact centre tools such as CTI, IVR, chat, or automation is a plus.
- Willingness and ability to travel across Hispanic LATAM, France and other delivery sites when needed.
- Competencies: strong communication skills, influence, leadership, autonomy, problem solving, business judgement, continuous improvement.

Location

Hybrid working model – locations: Lima, Peru; Santiago, Chile; Mexico City, Mexico; Bogotá, Colombia; Panama City, Panama; Montevideo, Uruguay.

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📌 Multicountry Shared Services Portfolio Manager (Customer Care) (Lima)
🏢 PLUXEE PERU
📍 Lima