Global Customer Experience Manager — Latin America Expansion

🏢 ABOUT THE COMPANY

Delta Air Lines is a multinational airline company founded in 1924, operating over 5,000 flights daily. Our mission is to connect the world while building meaningful connections with our customers and employees. As one of the world's largest airlines, we aim to provide the best experience for our customers. Our culture is built on trust, respect, and open communication. We strive to make a positive impact in the communities we serve. Our values of safety, customer focus, integrity, and teamwork guide our decisions every day.

🎯 ROLE OVERVIEW

We are seeking a Global Customer Experience Manager to lead the expansion of our customer experience initiatives in Latin America. The successful candidate will work closely with the global customer experience team to develop and implement strategies that meet the unique needs of our Latin American customers. This role will report to the Senior Manager of Customer Experience and will be responsible for collaborating with cross-functional teams to drive business growth.

📋 KEY RESPONSIBILITIES

. Develop and implement customer experience strategies for Latin America, including market research, customer feedback analysis, and data-driven insights.

. Collaborate with the global customer experience team to ensure consistency and alignment of customer experience initiatives across markets.

. Work closely with the sales team to develop and implement sales strategies that meet the unique needs of our Latin American customers.

. Analyze customer feedback data to identify areas of improvement and develop recommendations for process changes and enhancements.

. Develop and maintain relationships with key stakeholders, including customers, partners, and internal teams.

. Conduct competitive market research and analyze industry trends to stay ahead of the competition.

. Develop and implement budget plans and forecasts to achieve customer experience goals.

. Collaborate with the team to develop and implement training programs for customer-facing employees.

. Stay up-to-date on industry developments and best practices in customer experience.

. Travel periodically to market and to headquarters for business meetings and training.

✅ REQUIRED QUALIFICATIONS

. 5+ years of experience in customer experience, marketing, or a related field.

. Master's degree in Marketing, Business Administration, or a related field.

. Strong understanding of customer experience principles and methodologies.

. Excellent communication, interpersonal, and problem-solving skills.

. Ability to analyze data and draw meaningful insights.

. Experience working with cross-functional teams and collaborating with stakeholders.

. Strong business acumen and understanding of market trends.

. Fluency in Spanish and English is required.

⭐ PREFERRED QUALIFICATIONS

. Experience working in the airline or travel industry.

. Knowledge of Latin American markets and cultures.

. Certification in customer experience or a related field.

. Experience with data analysis tools and software.

💰 WHAT WE OFFER

We offer a competitive salary range of MXN 50,000 - MXN 80,000 per month, depending on experience. Additionally, we provide a comprehensive health insurance plan, retirement plan, and 20 days of paid vacation per year. We also offer a learning and development budget, flexible working hours, and a remote work policy. Our team culture is built on collaboration, open communication, and a commitment to diversity and inclusion. We offer opportunities for professional growth and development, and we are committed to making Delta Air Lines a great place to work.

👥 ABOUT THE TEAM

You will join a dynamic and diverse team of customer experience professionals who are passionate about delivering exceptional customer experiences. Our team is collaborative, open-minded, and committed to making a positive impact in the communities we serve. We have a strong focus on innovation, creativity, and continuous improvement, and we are always looking for new ways to improve customer experiences.

📨 HOW TO APPLY

To apply for this exciting opportunity, please submit your resume, cover letter, and a brief explanation of why you are the ideal candidate for this role. We look forward to hearing from you! Our expected response timeline is 2-3 weeks, and we will notify all applicants of the status of their application.

📋 Job Details

Job Type	🌐 Remote
Location	Remote, MX
Address	Calle 123, San Pedro Garza García, 66220
Salary	MXN 50,000 – 80,000 / year
Industry	General
Company	Delta Air Lines
Valid Until	2026-09-13

📨 How to Apply

Submit your updated CV and a brief cover letter to Delta Air Lines. Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted within 2 weeks of applying.