**Job overview:** The Senior Manager, Customer Experience (CX) is a key strategic and operational leadership role, responsible for driving excellence across the Customer Experience organization in the Latin America \& Caribbean region. This leader will oversee Tier 1 Technical Support, Professional Services, and Learning \& Certification, ensuring an integrated approach to customer success and satisfaction. The role combines strategic vision with hands\-on execution to enhance service delivery, improve customer outcomes, and create a culture of continuous improvement across the region. **What your day will look like:** * Lead, coach, and inspire a diverse team across Technical Support, Professional Services, and Learning \& Certification * Define team objectives, monitor performance, and foster a culture of accountability, collaboration, and innovation * Oversee hiring, onboarding, and professional development to build a high\-performing, customer\-first organization * Define and implement the regional CX strategy, ensuring alignment with global vision while addressing unique needs of Latin America \& the Caribbean * Create a culture, processes, and frameworks that consistently deliver exceptional customer experiences * Ensure proactive customer engagement to improve NPS, CSAT, and other key CX metrics * Lead the technical support operation, ensuring efficient incident management, timely resolutions, and continuous knowledge base improvements * Oversee the planning, execution, and delivery of implementation, integration, and consulting projects * Develop and execute the regional training and certification strategy for customers, partners, and internal teams * Own P\&L; and budget management for the CX organization in the region * Track operational efficiency, manage costs, and deliver against financial and service targets * Ensure business opportunities identified by CX teams are communicated effectively to the Sales organization for follow\-up * Partner with Sales, Marketing, Product Management, and Engineering teams to ensure customer feedback drives product and process improvements * Serve as a senior CX voice in regional leadership discussions, ensuring customer perspective is represented at all times **More about you:** * **Leadership \& Team Building:** Proven ability to lead multidisciplinary teams across technical support, services, and training * **Customer\-Centric Mindset:** Deep understanding of customer experience best practices and service excellence * **Analytical \& Results\-Oriented:** Strong problem\-solving and ability to optimize KPIs * **Project \& Service Management:** Experience in project delivery, service operations, and customer success frameworks * **Communication \& Influence:** Ability to work across cultures and geographies, inspiring both internal teams and external stakeholders * **Adaptability \& Innovation:** Comfort working in a dynamic, rapidly evolving environment * Familiarity with Genetec products (video surveillance, access control, etc.) and the security industry * ecosystem * Strong understanding of Windows OS, IP networking, databases, and virtualization * Knowledge of services selling principles and customer lifecycle management * PMP or equivalent project management certification is an asset * Experience leading regional operations in Latin America \& the Caribbean preferred * Fluency in Spanish, Portuguese, and English highly desirable **Let’s talk perks!** * Language classes * Transportation and food allowances * Gym pass * Health and Dental plan * Life Insurance Genetec is an equal opportunity employer; we strive for diversity and inclusion through our hiring approach, as well as through the training and professional development we provide. We partner with external organizations and implement internal initiatives to offer a welcoming work environment for employees of all backgrounds. \- **Job overview:** The Senior Manager, Customer Experience (CX) is a key strategic and operational leadership role, responsible for driving excellence across the Customer Experience organization in the Latin America \& Caribbean region. This leader will oversee Tier 1 Technical Support, Professional Services, and Learning \& Certification, ensuring an integrated approach to customer success and satisfaction. The role combines strategic vision with hands\-on execution to enhance service delivery, improve customer outcomes, and create a culture of continuous improvement across the region. **What your day will look like:** * Lead, coach, and inspire a diverse team across Technical Support, Professional Services, and Learning \& Certification * Define team objectives, monitor performance, and foster a culture of accountability, collaboration, and innovation * Oversee hiring, onboarding, and professional development to build a high\-performing, customer\-first organization * Define and implement the regional CX strategy, ensuring alignment with global vision while addressing unique needs of Latin America \& the Caribbean * Create a culture, processes, and frameworks that consistently deliver exceptional customer experiences * Ensure proactive customer engagement to improve NPS, CSAT, and other key CX metrics * Lead the technical support operation, ensuring efficient incident management, timely resolutions, and continuous knowledge base improvements * Oversee the planning, execution, and delivery of implementation, integration, and consulting projects * Develop and execute the regional training and certification strategy for customers, partners, and internal teams * Own P\&L; and budget management for the CX organization in the region * Track operational efficiency, manage costs, and deliver against financial and service targets * Ensure business opportunities identified by CX teams are communicated effectively to the Sales organization for follow\-up * Partner with Sales, Marketing, Product Management, and Engineering teams to ensure customer feedback drives product and process improvements * Serve as a senior CX voice in regional leadership discussions, ensuring customer perspective is represented at all times **More about you:** * **Leadership \& Team Building:** Proven ability to lead multidisciplinary teams across technical support, services, and training * **Customer\-Centric Mindset:** Deep understanding of customer experience best practices and service excellence * **Analytical \& Results\-Oriented:** Strong problem\-solving and ability to optimize KPIs * **Project \& Service Management:** Experience in project delivery, service operations, and customer success frameworks * **Communication \& Influence:** Ability to work across cultures and geographies, inspiring both internal teams and external stakeholders * **Adaptability \& Innovation:** Comfort working in a dynamic, rapidly evolving environment * Familiarity with Genetec products (video surveillance, access control, etc.) and the security industry * ecosystem * Strong understanding of Windows OS, IP networking, databases, and virtualization * Knowledge of services selling principles and customer lifecycle management * PMP or equivalent project management certification is an asset * Experience leading regional operations in Latin America \& the Caribbean preferred * Fluency in Spanish, Portuguese, and English highly desirable **Let’s talk perks!** * Language classes * Transportation and food allowances * Gym pass * Health and Dental plan * Life Insurance Genetec is an equal opportunity employer; we strive for diversity and inclusion through our hiring approach, as well as through the training and professional development we provide. We partner with external organizations and implement internal initiatives to offer a welcoming work environment for employees of all backgrounds.