Customer Experience and OTC Manager

Location: Bogotá, Colombia

Responsibilities

• Lead, coach, and manage daily operations of customer service teams, ensuring a best‑in‑class customer experience aligned with GCX‑OTC standards.
• Drive improvements in customer satisfaction, response times, resolution quality, and service reliability.
• Act as a partner point of contact for complex customer issues, ensuring timely resolution and root‑cause mitigation.
• Ensure consistent execution of global GCX‑OTC service models, procedures, SLAs, and critical metrics.
• Oversee Order‑to‑Cash activities within scope, including master data, order management, customer inquiries, product and distribution complaints, dispute resolution, and audit‑ready documentation.
• Maintain adherence to global OTC processes, controls, and performance standards while operating within a controlled SOP environment.
• Partner clos...