Operations

• Integrate and lead the Segmentation, Experience and Operations areas, promoting synergy between customer intelligence, relationship journey and operational execution, guiding teams with a SERVIR culture mindset.
• Ensure the design and monitoring of the customer lifecycle, from activation through retention and post-sales, in partnership with the Commercial (Sales), Product and Marketing teams.
• Oversee the execution of customer support operations, ensuring compliance, deadlines, quality and a positive experience across all touchpoints.
• Work strategically on continuous improvement of the customer experience by consolidating feedback, metrics and opportunities for enhancement.
• Consolidate and analyze journey, efficiency and satisfaction metrics (NPS, CSAT, persistency, service SLAs), ensuring data-driven decision making.
• Ensure standardization and efficiency in operational processes to reduce rework and increase team productivity.
• Support the development and evolution of segmentation models and strategic CRM, ensuring a unified customer view and personalized approaches.
• Represent the voice of the customer in strategic forums, influencing corporate decisions based on evidence and real customer insights.
• Promote governance and integration across service and support channels, ensuring consistency of messaging and quality in issue resolution.
• Encourage innovation and automation of operational and customer service processes, in partnership with IT and other corporate areas.

Head of Customer Experience & Operations

Operations Coordinator

Last Mile Operations Supervisor

Operations Intern