Job Description

🌍 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 highly impactful role where you’ll drive customer experience, operational excellence and growth, working closely with cross-functional and international teams.

🚀 What you’ll do

You’ll act as a functional leader across markets, ensuring our Customer Care operations are best-in-class:

• Drive customer growth and performance, identifying new opportunities across markets

• Lead process improvement initiatives to enhance efficiency, quality and scalability

• Analyze performance data and translate insights into actionable improvements

• Ensure consistent, high-quality service across internal teams and outsourcing partners

• Promote technology-driven, self-service solutions to optimize operations

• Collaborate with global stakeholders to implement impactful projects

💡 Customer & Operational Impact

• Place customer experience and innovation at the center of everything

• Ensure teams deliver exceptional service standards

• Standardize and optimize processes across regions

• Balance growth with cost efficiency and sustainability

👥 Leadership & Influence

• Act as a coach, mentor and influencer across markets

• Support Country Managers to get the best out of their teams

• Build a culture of ownership, curiosity and continuous improvement

• Inspire teams to think bigger: “Why not? Let’s do it.”

🎯 What we’re looking for

• Strong experience in Customer Service / Collections / Customer Operations

• Proven ability to lead teams or influence across functions

• Experience driving process improvement and operational efficiency

• Strong analytical mindset and data-driven decision making

• Excellent communication skills in English (fluent)

• Background in digital financial services (preferred)

🔥 Key strengths for success

• Customer experience mindset

• Process improvement focus

• Strong influencing skills

• Results-driven approach

• Coaching and people development

What we offer

• Competitive salary package

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

• Attractive benefits above the law

• International and collaborative work environment

• Strong opportunities for professional growth and development

• Adicional:

  • Global role with exposure to multiple markets

  • Collaboration with senior stakeholders across IPF Digital

  • Occasional international travel may be required

  
  💬 If you’re passionate about customer experience, love working in dynamic environments, and enjoy driving impact across markets — we’d love to hear from you.