We are looking for a Staff Customer Service Group Manager to join the team in Costa Rica. This role presents a distinctive opportunity to lead a world-class customer service team and drive key business processes to build an effortless customer experience.

In this role, your responsibilities will be:

Provide direction, motivation, and mentorship in connecting the team to Emerson’s core strategic vision.

Recruit, develop, mentor, and manage a high-performing team built on operational excellence.

Collaborate with colleagues to manage a functional onboarding and development program.

Manage Key Performance Indicators that motivate and drive accountability throughout the team and achieve desired results.

Recognize and promote team successes that reflect customer and business impact and overall achieve strategic objectives.

The Customer Service Group Manager will collaborate with diverse teams to achieve goals and create a supportive, team-oriented atmosphere.

In collaboration with various teams, you will drive initiatives that enhance customer satisfaction and streamline operations. Your ability to foster a cohesive work environment will be key to our success.

Who you are:

You anticipate customer needs and provide services that are beyond customer expectations. You persist in accomplishing objectives despite obstacles and setbacks. You deal comfortably with the uncertainty of change.

For this role, you will need:

Bachelor’s Degree or equivalent experience: Preferably in the business administration field.

2-3 years of leadership experience: Demonstrated leadership and vision in managing staff, groups, and projects.

Proven ability to develop strong and cooperative relationships with collaborators and functional area managers.

Excellent interpersonal and situational leadership skills to mentor and develop the team.

Verbal and written communication skills to connect with varied audiences across multi-cultural and language environments.

Advanced understanding of critical metrics pertaining to call and chat management operations.

Preferred qualifications that set you apart:

Lean Management Certification: Demonstrates expertise in streamlining processes and eliminating waste to improve efficiency.

Experience with Process Improvement Frameworks: Familiarity with frameworks like Six Sigma, Kaizen, or Total Quality Management (TQM).

Data-Driven Decision Making: Strong analytical skills to leverage data for optimizing operations and making informed decisions.

Customer Journey Mapping: Experience in mapping and analyzing the customer journey to improve the overall customer experience.

Our Offer To You

We recognize the importance of employee wellbeing and know that to do your best you should have flexible, competitive benefit plans to meet you and your family’s physical, mental, financial, and social needs. We provide a variety of medical insurance plans, with dental and vision coverage. Employee Assistance Program, tuition reimbursement, employee resource groups, recognition, and much more. Our culture prioritizes work-life balance and offers flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.

At Emerson, we are committed to encouraging a culture where every employee is valued and respected for their outstanding experiences and perspectives. We believe a diverse and inclusive work environment gives to the rich exchange of ideas and diversity of thoughts, that encourage innovation and brings the best solutions to our customers.

The philosophy is fundamental to living our company’s values and our responsibility to leave the world in a better place. Learn more about our Culture Values and about Diversity, Equity, Inclusion at Emerson.

WHY EMERSON

Our Commitment to Our People

At Emerson, we are motivated by a spirit of collaboration that helps our diverse, multicultural teams across the world drive innovation that makes the world healthier, safer, smarter, and more sustainable. And we want you to join us in our bold aspiration.

We have built an engaged community of inquisitive, dedicated people who thrive knowing they are welcomed, trusted, celebrated, and empowered to solve the world’s most complex problems — for our customers, our communities, and the planet. You’ll contribute to this vital work while further developing your skills through our award-winning employee development programs. We are a proud corporate citizen in every city where we operate and are committed to our people, our communities, and the world at large. We take this responsibility seriously and strive to make a positive impact through every endeavor.

At Emerson, you’ll see firsthand that our people are at the center of everything we do. So, let’s go. Let’s think differently. Learn, collaborate, and grow. Seek opportunity. Push boundaries. Be empowered to make things better. Speed up to break through. Let’s go, together.

Accessibility Assistance or Accommodation

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ABOUT EMERSON

Emerson is a global leader in automation technology and software. Through our deep domain expertise and legacy of flawless execution, Emerson helps customers in critical industries like life sciences, energy, power and renewables, chemical and advanced factory automation operate more sustainably while improving productivity, energy security and reliability.

With global operations and a comprehensive portfolio of software and technology, we are helping companies implement digital transformation to measurably improve their operations, conserve valuable resources and enhance their safety.

We offer equitable opportunities, celebrate diversity, and embrace challenges with confidence that, together, we can make an impact across a broad spectrum of countries and industries. Whether you’re an established professional looking for a career change, an undergraduate student exploring possibilities, or a recent graduate with an advanced degree, you’ll find your chance to make a difference with Emerson. Join our team – let’s go!

No calls or agencies please.

Requisition ID : 25015229

Emerson is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.