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.