Manager, Technical Operations (LATAM)

Manager, Technical Operations – LATAMFox Corporation, under the FOX banner, produces and distributes content through leading brands including FOX News Media, FOX Sports, FOX Entertainment, FOX Television Stations, and Tubi Media Group. This venture combines entrepreneurial energy with deep media expertise to create a unified, modern viewing experience that puts the consumer first.We are looking for a Manager, Technical Operations – LATAM to implement, configure, and optimize the Business Operations technology ecosystem for the Latin American market. You will ensure that Care and other systems are effectively deployed, localized, tested, and optimized to deliver a high-quality customer experience for LATAM audiences.In this role, you will bridge AI, Business Operations, Engineering, Commerce, Contact Center teams, and external partners to lead cross-functional initiatives and continuously improve our customer care technology ecosystem, including AI-powered virtual agents. You will help ensure that language, regulatory, cultural, and market-specific requirements are appropriately reflected across systems, workflows, and customer experiences.A snapshot of your responsibilities includes overseeing system enhancements, integrations, and configuration updates for the LATAM market while operating within standards and frameworks established by Technical Operations leadership. You will localize customer care systems, content, processes, and experiences to meet LATAM market needs. You will partner with Technical Operations teams to maintain alignment across regions and support platform-wide standards.You will identify and surface LATAM-specific needs, gaps, performance trends, and opportunities to inform broader technical and operational roadmaps. You will own testing, quality assurance, and release validation for the market, including system changes, feature rollouts, integrations, and configuration updates. You will conduct ongoing operational QA to maintain system integrity, data accuracy, and a high-quality market-specific customer experience.You will drive testing and optimization of AI-powered solutions, including virtual agents. You will monitor performance metrics and support workflows to identify issues, opportunities, and enhancements. You will serve as a primary technology point of contact for LATAM business stakeholders. You will collaborate with Information Security and Legal/Privacy teams to support compliance, data protection, and risk mitigation requirements for the market.You will partner with internal development, engineering, product, commerce, and business teams on new features, enhancements, and technical initiatives. You will facilitate communication between technical and non-technical stakeholders to promote shared understanding and successful delivery. You will partner with Contact Center stakeholders and vendors to help deliver a seamless customer experience across virtual and live-agent interactions.You will manage market-specific technical vendors and third-party partners, including performance, accountability, and delivery expectations. You will coordinate local implementations, system upgrades, and market-specific technical projects. You will oversee task and ticket management to support project tracking, prioritization, and delivery. You will maintain thorough documentation of processes, procedures, system configurations, workflows, and market-specific requirements.What you will need includes fluency in English and Spanish, with the ability to communicate effectively with stakeholders and localize customer experiences, content, and processes for LATAM audiences. Typically, you will have 7+ years of experience in systems administration, technical product development, large-scale technical implementations, technical operations, or a related area. You will have proven experience managing technical vendors and collaborating with cross-functional technical and business stakeholders including customer care and commerce teams.You will have hands-on experience working with AI technologies, including virtual agents or other AI-powered customer service/experience solutions. Experience working with Salesforce is required. You will have strong analytical, organizational, problem-solving, and project management skills. You will have strong written, verbal, and presentation communication skills. Demonstrated experience with documentation, localization, and process standardization is required. You will be able to manage multiple concurrent initiatives and stakeholders, including internal teams, external vendors, contractors, business users, and senior leadership. You will be able to translate complex technical concepts for both technical and non-technical audiences.A proactive, solutions-oriented approach to identifying issues, gaps, and opportunities using data and measurable outcomes is essential. Regular, on-site attendance at the workplace a minimum of 3 days per week is an essential function of the position. Selected candidate must be able to reliably meet this requirement. Ability to maintain a flexible schedule and travel both domestic and international as needed is required.We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, disability, protected veteran status, or any other characteristic protected by law. We will consider for employment qualified applicants with criminal histories consistent with applicable law.Pursuant to state and local pay disclosure requirements, the pay rate/range for this role, with final offer amount dependent on education, skills, experience, and location is $128,000.00-147,000.00 annually. This role is also eligible for an annual discretionary bonus, various benefits, including medical/dental/vision, insurance, a 401(k) plan, paid time off, and other benefits in accordance with applicable plan documents. Benefits for Union represented employees will be in accordance with the applicable collective bargaining agreement.