Head of Department

• Build and operate production infrastructure in regulated environments
• Design and operate Kubernetes-based, multi-cloud architectures across AWS and GCP
• Implement Infrastructure as Code using Pulumi or Terraform
• Implement observability and incident response systems
• Take ownership of production systems
• Serve as a highly technical, hands-on infrastructure leader and Individual Contributor

Head of Infrastructure

• Own the customer retention process, managing refund requests while maximizing retained revenue and delivering a positive customer experience
• Negotiate alternatives to refunds, including account credits, payment plans, partial refunds, course transfers, and other retention solutions
• Recover overdue installment payments by proactively engaging customers and resolving billing-related issues
• Partner closely with the Billing team to reduce payment defaults, chargebacks, and outstanding balances
• Analyze the root causes behind refund requests and payment failures, providing actionable insights to Sales, Product, and Operations teams
• Develop and continuously improve retention strategies, workflows, communication scripts, and internal processes
• Track and report key retention metrics, including refund rates, retention rates, recovered revenue, installment recovery, and chargeback prevention
• Handle escalated customer cases, making thoughtful, data-driven decisions that balance customer satisfaction with business objectives
• Coach and support the retention team by sharing best practices, reviewing customer interactions, and maintaining high communication standards
• Collaborate cross-functionally with Sales, Customer Success, Finance, Legal, and Operations to ensure a seamless customer experience
• Identify opportunities to automate retention processes and improve operational efficiency
• Take ownership of retention KPIs while testing and implementing initiatives that improve revenue recovery and reduce financial losses

Head of Retention

• Nurture and expand key partner relationships while ensuring the highest level of customer satisfaction
• Develop and execute account plans that drive profitable growth for a group of accounts
• Identify opportunities for upselling, cross-selling, and expanding product or service offerings
• Establish and maintain strong relationships with key stakeholders; escalate and resolve incidents and act as the primary point of contact
• Lead direct reports and cross-functional teams to meet account goals, manage deliverables, and exceed business expectations
• Use data and analytics to assess account performance, track KPIs, and optimize account profitability
• Ensure effective communication between partners, internal teams, and stakeholders; report on account performance and align strategies
• Oversee contract negotiations, renewals, and amendments
• Ensure compliance with internal processes for setup, fraud controls, reconciliation, and invoicing
• Design, implement, and manage account marketing and channel requirements for maximum growth exposure

Head of National Accounts

• Lead the planning, execution, and delivery of software development and custom technology projects, ensuring alignment with business objectives and timelines
• Guide and coach the Project Management team, fostering continuous improvement, accountability, and excellence
• Identify and remove impediments and risks affecting team velocity and project delivery
• Apply and champion Agile methodologies to manage project workflows and ensure timely delivery
• Communicate project updates, progress, and risks to senior management and stakeholders
• Oversee billing, time tracking, and budget management for project portfolios
• Collaborate cross-functionally with business and technical teams to ensure continuous delivery of products and services

Head of Department jobs in Mexico

Head of Infrastructure

Head of Retention

Head of National Accounts

Head of Delivery – Latin America