Descrição:The Head of Operations is part of the management team and reports to the Director of Operations. S/ He is responsible for the CS, Sales and Client Operations Brazil unit both internal and outsourced operation. Holds a key role in ensuring operational excellence by applying a strong operational strategy, driving efficiency through initiatives and delivering scalable results.
Responsabilities
Owns and oversees the overall resource and headcount allocation on a functional level.
Sets, allocates, and monitors budget and costs.
Design a clear project roadmap with deliverables and KPIs, approve SLA commitment per market to ensure effectiveness and efficiency of CS, Sales and Client Operations operations.
Responsible for managing BPO providers contracts and deliverables.
Accountable for operational glide paths and action plans focused on enhancing customer and agent experience.
Drives process improvement initiatives within the operation and collaboratively with other areas.
Drives scalability of CS, Sales and Client Operations by syncing organizational goals with functional strategy and converting strategic goals into practical action plans.
Defines success criteria (goals & KPIs) on a functional level and monitors functional performance vs targets & strategy .
Strives for service innovation by analyzing competitors and being up to date with industry trends.
Ensures correct CS, Sales and Client Operations data flow and reporting across interested stakeholders, also is responsible for designing a system where feedback and critical user information will be distributed to the respective teams (VOC).
Connects all operational leads and ensures alignment in SOP, also peer and different functions alignment and smooth co-operation.
Ensures effective interactions & alignment with different stakeholders at any level, using a long-term strategic perspective.
Creates a high-performing team by ensuring that all direct reports have SMART objectives, and development plans and receive continuous feedback.
Inspires others and nurtures commitment to Kaizens vision, values, purpose and direction.


-This is a in-office position, located in Pinheiros - São Paulo

Requirements

• At least 10 years experience in a relative position in operations management (internal and/or outsourced) using Lean Six Sigma methodology and tools such as: DMAIC; Histogram; Ishikawa; Pareto chart; among others.
• Solid experience in managing, motivating and developing high performing individuals and large scale, diverse teams.
• Superb organizational, communication and interpersonal skills.
• Proven track record of analytical skills combined with effective decision-making capability
• Passionate about operations, with a data-driven approach and the ability to succeed in a dynamic environment
• Available to travel as the role requires occasional face to face meetings with colleagues or to visit partners and/or 3rd parties.
• Fluent English

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