🌍 Regional Customer Care Manager – Growth Markets

At IPF Digital, we’re looking for a Regional Customer Care Manager to lead and elevate our Customer Operations across Mexico, Australia and Czech Republic.

This is a high-impact regional role where you’ll drive customer experience, operational excellence and business growth, with exposure to senior stakeholders and cross-market decision-making.

🚀 What you’ll do

You will act as a functional leader across markets, ensuring Customer Care operations are scalable, efficient and customer-centric:

• Drive customer growth, retention and performance across markets

• Lead end-to-end process improvement initiatives, from diagnosis to implementation

• Own and deeply understand operational KPIs (efficiency, quality, cost, customer satisfaction)

• Identify opportunities to optimize resources, structure and outsourcing models

• Implement standardized processes and best practices across regions

• Promote automation, digitalization and self-service solutions

• Partner with cross-functional teams (Operations, Product, Tech, Finance) to deliver impact

📊 Scope & impact

• Regional responsibility across multiple international markets

• Influence over Customer Care operations without direct reporting lines

• Ownership of performance metrics, including:

  • Efficiency & cost ratios

  • Customer experience / quality metrics

  • Operational productivity

• Contribution to business growth and profitability

👥 Leadership & stakeholders

• Act as a strategic partner to Country Managers and senior leadership

• Influence and align multiple stakeholders across regions and functions

• Coach and support local teams to improve performance and engagement

• Manage and challenge outsourcing partners to ensure consistent delivery

🎯 What we’re looking for

• Solid experience in Customer Operations, Customer Service or Collections

• Proven track record in driving operational improvements and performance

• Experience working in complex, multi-market or matrix environments

• Strong ability to influence without authority

• Data-driven mindset with strong analytical skills

• Fluent business English (spoken and written)

• Experience in digital financial services / fintech (preferred)

🔥 Key strengths for success

• Customer-centric mindset

• Strong ownership and accountability

• Strategic thinking with hands-on execution

• Ability to navigate ambiguity and drive change

• Coaching and influencing skills

• Continuous improvement mindset

🌟 What we offer

• Highly competitive salary package, aligned with seniority and regional scope

• Hybrid work model: 2 days per week in-office (near Parque Hundido, Mexico City)

• Benefits above the law, supporting wellbeing and long-term development

• International exposure, working with teams across Mexico, Australia and Europe

• High-visibility role with direct impact on business performance

• Career growth opportunities within a fast-growing digital organization

• A collaborative, people-first culture that values curiosity, ownership and innovation

💬 This is more than a role — it’s an opportunity to shape Customer Care strategy and execution across markets, and make a real impact in a growing international business.