Multicountry Shared Services Portfolio Manager (Customer Care)

Multicountry Shared Services Portfolio Manager (Customer Care) Location: Lima At Pluxee, we shape the world of employee benefits and engagement by bringing to life a personalized and sustainable employee experience, at work and beyond. Permanent Regular Job Description: Pluxee is a global player in Employee Benefits and Engagement that operates in 28 countries. Pluxee helps companies attract, engage, and retain talent thanks to a broad range of solutions across Meal & Food, Well-‏being, Lifestyle, Reward & Recognition, and Public Benefits. Powered by leading technology and more than 5,600 engaged team members, Pluxee acts as a trusted partner within a highly interconnected B2B2C ecosystem made up of more than 500,000 clients, 37 million+ consumers, and 1.7 million+ merchants. Conducting business for more than 45 years, Pluxee is committed to creating a positive impact on local communities, supporting well-‏being at work for employees, and protecting the planet. 🚀 About the role This role is part of Customer Care Shared Services and reports directly to the Multi-Country Shared Services Director. It leads the transition of country Customer Care operations into the Shared Services and BPO model across Hispanic LATAM, while ensuring that live operations remain stable, governed, and aligned with expected service levels. The scope evolves over time as countries move through the rollout roadmap. In the early stages, the focus is on transition leadership, go-live readiness, and stabilization. As more countries become live, the role shifts toward performance oversight, operating model discipline, and day-to-day coordination between Pluxee countries and the BPO. This is a senior program leadership role with strong cross-functional exposure. It requires sound judgment, operational credibility, and the ability to influence countries and partners without direct reporting lines. 🚀 Your next challenge - Key Responsibilities 1. Lead country transitions Lead country transitions to the Shared Services model across Hispanic LATAM, following the agreed roadmap. 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 hypercare to protect continuity and service stability. 2. 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. 3. 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. 4. 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 the actual 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. 5. 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 escalate them to the appropriate stakeholders with clear context and proposed mitigation actions. Contribute to a controlled, reliable, and compliant operating environment aligned with Pluxee’s regulated digital services ecosystem. 🌟 You’re a match 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 are required. 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 center 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. 🔎 To get this challenge • Video call with TA Global Expert • Video call or face-to-face with Hiring Manager • Video call or face-to-face with Senior Stakeholder 📍 Your location (Hybrid Working Model) Lima, Peru Santiago, Chile Mexico City, Mexico Bogotá, Colombia Panama City, Panama Montevideo, Uruguay ☀️ Happy at work 1) A meaningful job: Be the change! Help us build the future of employee benefits by bringing to life sustainable and personalized experiences and contributing to making a real impact on millions of lives. Our business model delivers not just for individuals but their communities too, by supporting local businesses and economies. 2) A great culture: People matter – a lot! Be part of a multicultural team that moves as one in a fast-paced and innovative environment. We respect and care authentically about our people, we embrace wellbeing and work-life balance, new ideas, and we have a lot of fun! 3) An empowering environment: Be yourself! At Pluxee, we proudly embrace diversity and value the uniqueness of our talents, fostering an inclusive workplace where all abilities are celebrated, and equal learning and growing opportunities are given. Additional Locations: Ciudad de Mexico, Bogota, panama, Santiago, Montevideo