Job title: regional service manager - telecommunications (south america)
location: (mexico city)
reports to: director of operations/regional director
job description:
we are seeking a dynamic and experienced regional service manager to oversee service delivery, customer satisfaction, and operational excellence across our telecommunications operations in south america. This role requires a strategic leader with a deep understanding of the telecom industry, strong cross-cultural communication skills, and a proven ability to drive service improvements in a fast-paced environment.
key responsibilities:
* service delivery & customer experience:
* ensure high-quality service delivery for enterprise and consumer clients, meeting slas (service level agreements) and kpis (key performance indicators).
* resolve escalated customer issues promptly, maintaining strong relationships with key accounts and stakeholders.
* coordinate internal personnel and resources to solve customer issues.
* operational strategy:
* develop and implement regional service strategies aligned with corporate goals, including cost optimization and service expansion.
* collaborate with sales, marketing, and product teams to align service offerings with market demands.
* compliance & risk management:
* ensure adherence to local regulations, industry standards, and company policies across south american markets.
* proactively identify operational risks and implement mitigation plans.
* market insight:
* analyze regional market trends, customer feedback, and competitor activities to recommend service enhancements.
* drive initiatives to improve customer retention and satisfaction in a competitive telecom landscape.
candidate requirements:
education & experience:
* bachelor’s degree in telecommunications, business administration, engineering, or related field. Mba preferred.
* 8+ years of experience in service management, operations, or customer success within the telecommunications industry.
* 3+ years of working experience in multinational environment, candidates who have worked for chinese enterprises will be given priority consideration.
technical & professional skills:
* in-depth knowledge of telecom infrastructure (e.g., fiber optics, 5g, oss/bss systems).
language & cultural competencies:
* fluent in english and spanish (written and spoken); portuguese proficiency is a strong plus .
* demonstrated ability to work effectively across diverse cultures in south america (e.g., brazil, argentina, colombia, chile).
soft skills:
* exceptional problem-solving and decision-making skills under pressure.
* strong negotiation and stakeholder management abilities.