Sr. Manager, Global Account & Client Contact

COMPANY OVERVIEW: 
Herbalife is a global nutrition company that has helped people pursue a healthy, active life since 1980. Our nutrition, weight-management and personal care products are available exclusively through dedicated independent Members in more than 90 countries. Our Mission is to change people’s lives by providing the best business opportunity in direct selling and the best nutrition and weight-management products in the world.

Position Summary

Sr. Manager – Global Account & Client Contact Management (GBS)
A strategic leadership role within Global Business Services (GBS), responsible for managing the global mySupport platform, overseeing Support Center service delivery, and cultivating a high-performing, service-oriented environment. Acts as Product Owner of mySupport and Functional Service Delivery Partner to global stakeholders, driving continuous improvement and operational excellence.
 

Key Responsibilities
•    Global Service Delivery & Stakeholder Management
o    Lead and enhance global Account Management, Client Contact Management, and mySupport Tier 0 and Tier 1 services across GBS centers.
o    Act as strategic business partner to Service Delivery Units, ensuring alignment with the GBS Service Management Framework.
•    Product Ownership & Platform Optimization
o    Serve as Product Owner of the mySupport platform, driving service enhancements, UX improvements, and new feature rollouts in alignment with business needs.
o    Partner with Global Tech Services (GTS) and Business System Support (BSS) via the mySupport Governance Committee to ensure the above.
o    Lead system-related initiatives including Genesys, AI and Automations, and ServiceNow enhancements for optimized case and knowledge management.
•    Process Excellence & Performance Management
o    Monitor and drive key performance indicators (SLAs, AHT, CSAT) and user experience and insight for continuous improvement of Support Center services.
o    Lead the design and delivery of operational controls and quality assurance processes.
o    Conduct regular review and escalation of service performance trends, supporting data-driven decisions and executive reporting.
o    Co-create content and ensure mySupport and customer service training are delivered to general users and/or to Tier 1 and Tier 2 agents across all GBS centers in defined intervals and situations.
•    Continuous Improvement & Strategic Projects
o    Identify and implement process improvement initiatives using insights from case management, customer feedback, benchmarking, and analytics.
o    Champion the adoption of Knowledge Management databases and Case Management infrastructure to improve first-contact resolution and service quality.
o    Cultivate a culture of continuous improvement, leveraging Lean Six Sigma and best practices across all service touchpoints.
•    Governance & Partnership Agreements
o    Co-develop Service Partnership Agreements (SPAs) with functional teams, global process owners, and internal clients, ensuring alignment and accountability.
o    Facilitate feedback loops, escalation protocols, and proactive engagement across GBS centers and stakeholders.
•    Team Leadership & Development
o    Manage a global team of mySupport agents located across multiple GBS centers.
o    Support onboarding, coaching, training of Tier 1 agents, and performance development in line with GBS goals.
•    Project & Transition Management
o    Oversee service transition and process migration projects, ensuring smooth delivery and risk mitigation.
o    Contribute to cross-functional initiatives related to Support Center operations, platform implementation, and customer experience optimization.
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Supervisory Responsibilities
•    Directly supervise a global team of 5–10 Support Center agents, with potential for team growth based on service expansion and strategic priorities.
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Qualifications & Skills
•    Experience:
o    8+ years leading service delivery operations, global Help Desk teams, or customer contact platforms.
o    Proven experience in product ownership, platform governance, and stakeholder engagement on a global scale.
o    Demonstrated success in project management, customer experience design, and service optimization initiatives.
•    Technical Proficiency:
o    Hands-on experience with Case Management tools, and Microsoft Office Suite.
o    Strong analytical capabilities for reporting, executive storytelling, and identifying process opportunities.
o    Familiarity with UX design principles and case management systems.
•    Communication & Leadership:
o    Exceptional interpersonal and communication skills; able to build trust and influence stakeholders at all levels.
o    Bilingual: Fluent in English (native or C2 / Toefl 120) and native in Spanish.
o    Confident presenter with excellent business writing and facilitation skills.
•    Education & Certifications:
o    Bachelor’s degree in business administration, Customer Service Management, or related field (preferred).
o    Lean Six Sigma Certification (preferred).