Customer Service Director, Automation & Technology

As Customer Service Director, Automation & Technology, you will lead the teams within these areas, with the goal of delivering customer experience and ensuring the execution of service processes across more than +5K stores and internal service areas. This will be achieved through a Command Center that supports the omnichannel strategy, serving both distributors and end consumers. This role reports directly to the Experience & Service Sr. Director, Architectural Coatings LATAM.

Key Responsibilities

• Achieve the budgeted net sales target for Mexico and Central America, driving profitable organic growth and increasing sales of sustainable and innovative products.
• Improve processes and procedures to improve efficiency and profitability, including the design and implementation of incentive plans that ensure an outstanding retail model.
• Lead, align, and develop store incentive strategies for the Mexican market.
• Develop strategies that positively impact NPS (Net Promoter Score) and Brand Tracking indicators.
• Implement process improvements to enhance efficiency and operational results.
• Develop omnichannel strategies, supported by a command center to enhance communication and service capabilities.
• Create strategies to enhance customer satisfaction through efficient issue resolution and delivery of high-quality service.
• Ensure that all service offerings are delivered according to our value proposition.
• Monitor and analyze key performance indicators (KPIs) to support critical decisions.
• Promote team engagement and development through team-building programs and action plans that foster a customer- and employee-centered culture, ensuring measurable improvements in both engagement and customer satisfaction.

Requirements

• Bachelor's degree in business administration, Marketing, Engineering, or a related field
• 10+ years of experience in a similar leadership role, managing large customer service teams and implementing market-leading practices, continuous improvement and strategies in omnichannel customer service and operational excellence, within multinational, FMCG, or retail companies
• Experience with CX technology integrations, cloud-based contact center systems, AI, automation, and self-service solutions to enhance customer engagement and service performance.
• Proficient in Microsoft 365, project management tools and analytics & reporting tools for KPI tracking and continuous improvement.
• Advanced English proficiency
• Mobility required to manage stakeholders across both the Corporate Office (CDMX) and the Tultitlan Distribution Center (Edomex)

About us: 

PPG: WE PROTECT AND BEAUTIFY THE WORLD™ 

Through leadership in innovation, sustainability and color, PPG helps customers in industrial, transportation, consumer products, and construction markets and aftermarkets to enhance more surfaces in more ways than does any other company. To learn more, visit www.ppg.com and follow @PPG on X. 

The PPG Way 2030  

We are customer champions 

Proactive. Bold. Trustworthy. Everything we do starts with our customers. We listen, move fast and don’t stop until we solve their biggest challenges. When our customers win, we all grow. 

We act with purpose and speed 

Agile. Data-driven. Empowered. We take smart risks to stay ahead of the competition. We work proactively with agility, using quality data to develop solutions that create value.  

We are excellent operators 

Productive. Collaborative. Accountable. No matter our role, we identify problems, take ownership and always bring solutions. We are both proactive and responsive to drive continuous improvement and deliver results. We support our frontline, the faces of PPG to our customers.

We compete to win 

Future-focused. Driven. Ambitious. We are passionate about growing our business and winning with our customers. We deliver results, embrace new technologies and leverage agility and speed as strengths. 

We are PPG proud 

Strong. United. Passionate. We work safely, act with integrity and value our diverse perspectives. We celebrate achievements and take pride in the positive impact we create together to protect and beautify the world. 

At PPG we use AI in the hiring process to make the process more efficient. AI tools do not make hiring decisions. You can learn more by going to  https://careers.ppg.com/us/en/candidate-resources.

PPG provides equal opportunity to all candidates and employees. We offer an opportunity to grow and develop your career in an environment that provides a fulfilling workplace for employees, creates an environment for continuous learning, and embraces the ideas and diversity of others. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, color, creed, religion, national origin, age, disability status, marital status, veteran status, sexual orientation, gender identity or expression.

If you need an adjustment due to a disability, please email [email protected]. 

PPG pay ranges and benefits can vary by location which allows us to compensate employees competitively in different geographic markets. PPG considers several factors in making compensation decisions including, but not limited to, skill sets, experience and training, qualifications and education, licensure and certifications, and other organizational needs. Other incentives may apply.
Our employee benefits programs are designed to support the health and well-being of our employees. Any insurance coverages and benefits will be in accordance with the terms and conditions of the applicable plans and associated governing plan documents. Benefits will be discussed with you by your recruiter during the hiring process. 

PPG values your feedback on our recruiting process. We encourage you to visit Glassdoor.com and provide feedback on the process, so that we can do better today than yesterday.