FBS - Sr. Customer Care Director - CDMX

This position is to be one of the leaders of the FBS Mexico’s CAS Contact Center, responsible for customer service delivery across Farmers Insurance's service brands, including Farmers, Bristol West and Foremost. The role is accountable for end-to-end contact center performance, including service delivery, workforce strategy, quality assurance, and data-driven operational decision making. It collaborates cross-functionally with Farmers CAS leadership and the FBS Operations Hub to meet brand-specific service level targets, customer experience goals, and performance standards. This role reports to the FBS Operations Hub Leader, with a dotted-line to the Head of Service and Head of Customer Experience. Requirements Ideal Candidate Profile:The ideal candidate is passionate about operational excellence, service quality, and continuous improvement, with a strong background in managing large-scale contact center environments.•7-9 years of experience required in Customer Care / Contact Centers.•Team size: ~120 FTEs or more. Supervisors as direct reports.•Data-driven mindset with KPI and performance management expertise.•Strong people leadership and operational management experience.•Fluent English. Insurance experience is a plus, but not required 💡 Key Responsibilities•Define and execute the CAS service delivery strategy, encompassing policy servicing, billing support, and customer care workflows that meet brand-specific service level and quality standards.•Lead end-to-end Contact Center operations, ensuring service excellence and operational efficiency.•Oversee performance through KPIs, SLAs, scorecards, and workforce planning, implementing best-in-class workforce management and quality assurance frameworks to meet service level goals.•Drive customer experience, quality, and continuous improvement, championing a customer-first culture centered on delivering exceptional, frictionless experiences.•Implement data-driven decision making, leveraging analytics to optimize performance and business outcomes.•Lead, coach, and develop teams to build a high-performance culture.•Support the scaling and continuous improvement of existing operations, including process refinement, cohort onboarding, and knowledge transfer.•Ensure effective resource planning, scalability, and readiness for growth, leading transformation, change management, and process optimization initiatives.🔧 Technical & Business SkillsMicrosoft Office (M365) - IntermediatePower BI - IntermediateCRM Analytics and reporting tools from contact center platformsExperience with KPI analysis (AHT, SLA, FCR, NPS) and operational dashboards requiredProject Management - IntermediateManagement Reporting - IntermediateSalesforce - PlusExposure to advanced analytics tools - PlusCustomer center driven / Pristine serviceBenefitsBenefitsCompetitive compensation and benefits package:Competitive salary and performance-based bonusesComprehensive benefits packageCareer development and training opportunitiesFlexible work arrangements (remote and/or office-based)Dynamic and inclusive work culture within a globally renowned groupPrivate Health InsurancePension PlanPaid Time OffTraining & DevelopmentNote: Benefits differ based on employee level.

This position is to be one of the leaders of the FBS Mexico’s CAS Contact Center, responsible for customer service delivery across Farmers Insurance's service brands, including Farmers, Bristol West and Foremost. The role is accountable for end-to-end contact center performance, including service delivery, workforce strategy, quality assurance, and data-driven operational decision making. It collaborates cross-functionally with Farmers CAS leadership and the FBS Operations Hub to meet brand-specific service level targets, customer experience goals, and performance standards. This role reports to the FBS Operations Hub Leader, with a dotted-line to the Head of Service and Head of Customer Experience.

Requirements

Ideal Candidate Profile:

The ideal candidate is passionate about operational excellence, service quality, and continuous improvement, with a strong background in managing large-scale contact center environments.

•7-9 years of experience required in Customer Care / Contact Centers.

•Team size: ~120 FTEs or more. Supervisors as direct reports.

•Data-driven mindset with KPI and performance management expertise.

•Strong people leadership and operational management experience.

•Fluent English. Insurance experience is a plus, but not required

💡 Key Responsibilities

•Define and execute the CAS service delivery strategy, encompassing policy servicing, billing support, and customer care workflows that meet brand-specific service level and quality standards.

•Lead end-to-end Contact Center operations, ensuring service excellence and operational efficiency.

•Oversee performance through KPIs, SLAs, scorecards, and workforce planning, implementing best-in-class workforce management and quality assurance frameworks to meet service level goals.

•Drive customer experience, quality, and continuous improvement, championing a customer-first culture centered on delivering exceptional, frictionless experiences.

•Implement data-driven decision making, leveraging analytics to optimize performance and business outcomes.

•Lead, coach, and develop teams to build a high-performance culture.

•Support the scaling and continuous improvement of existing operations, including process refinement, cohort onboarding, and knowledge transfer.

•Ensure effective resource planning, scalability, and readiness for growth, leading transformation, change management, and process optimization initiatives.

🔧 Technical & Business Skills

Microsoft Office (M365) - Intermediate

Power BI - Intermediate

CRM Analytics and reporting tools from contact center platforms

Experience with KPI analysis (AHT, SLA, FCR, NPS) and operational dashboards required

Project Management - Intermediate

Management Reporting - Intermediate

Salesforce - Plus

Exposure to advanced analytics tools - Plus

Customer center driven / Pristine service

Benefits

Benefits

Competitive compensation and benefits package:

1. Competitive salary and performance-based bonuses
2. Comprehensive benefits package
3. Career development and training opportunities
4. Flexible work arrangements (remote and/or office-based)
5. Dynamic and inclusive work culture within a globally renowned group
6. Private Health Insurance
7. Pension Plan
8. Paid Time Off
9. Training & Development

Note: Benefits differ based on employee level.

Get the future you want At Capgemini, we are driven by a shared purpose: Unleashing human energy through technology for an inclusive and sustainable future.Technology shapes the way we live our lives. How we work, learn, move and communicate. That means our technology expertise, combined with our business knowledge, does more than help you transform and manage your business. It can help you realize a better future and create a more sustainable, inclusive world.It’s a responsibility we don’t take lightly. That’s why, since our inception more than 50 years ago, we have always acted as a partner to our clients, not a service provider. A diverse collective of nearly 350,000 strategic and technological experts across more than 50 countries, we are all driven by one shared passion: to unleash human energy through technology.As we leverage cloud, data, AI, connectivity, software, digital engineering, and platforms to address the entire breadth of business needs, this passion drives a powerful commitment. To unlock the true value of technology for your business, our planet, and society at large. From advancing the digital consumer experience, to accelerating intelligent industry and transforming enterprise efficiency, we help you look beyond ‘can it be done?’ to define the right path forward to a better future.

Get the future you want

At Capgemini, we are driven by a shared purpose: Unleashing human energy through technology for an inclusive and sustainable future.

Technology shapes the way we live our lives. How we work, learn, move and communicate. That means our technology expertise, combined with our business knowledge, does more than help you transform and manage your business. It can help you realize a better future and create a more sustainable, inclusive world.

It’s a responsibility we don’t take lightly. That’s why, since our inception more than 50 years ago, we have always acted as a partner to our clients, not a service provider. A diverse collective of nearly 350,000 strategic and technological experts across more than 50 countries, we are all driven by one shared passion: to unleash human energy through technology.

As we leverage cloud, data, AI, connectivity, software, digital engineering, and platforms to address the entire breadth of business needs, this passion drives a powerful commitment. To unlock the true value of technology for your business, our planet, and society at large. From advancing the digital consumer experience, to accelerating intelligent industry and transforming enterprise efficiency, we help you look beyond ‘can it be done?’ to define the right path forward to a better future.