Customer Operations Lead

Donnes

Leader of Customer Operations overseeing strategic client relationships and critical operations in tech. Driving complex integrations and fostering trust with clients in high-stakes environments.

Posted 5/26/2026full-timeSão Paulo • 🇧🇷 BrazilSeniorWebsite

About the role

Key responsibilities & impact

Manage a portfolio of strategic clients, ensuring smooth, secure and consultative customer journeys;
Lead complex onboardings, certifications, system approvals and system integrations;
Serve as the focal point for critical incidents, supporting analysis, direction and action plans;
Operate closely within regulatory contexts and high-criticality operational changes;
Build trusted relationships with clients, facilitating technical and executive meetings;
Lead by example, connecting strategy, operations and execution in the day-to-day activities of the area;
Manage team deliveries and support the technical and behavioral development of team members;
Conduct management rituals, alignments, follow-ups and operational retrospectives;
Improve operational and support processes with a focus on efficiency, customer experience and scalability;
Monitor operational indicators and lead incident analyses and opportunities for improvement;
Act as a bridge between Customer Operations and internal areas such as Product, Technology, Regulation and Commercial;
Structure and triage requests before involving Technology teams, promoting greater operational efficiency;
Promote internal training and initiatives aimed at operational improvement and increasing area maturity.

Requirements

What you’ll need

Bachelor’s degree (completed);
Advanced English;
Proven experience in strategic operations, technical Customer Success or consultative B2B relationship management in high-complexity environments;
Experience in fintechs, technology companies, financial market infrastructure or critical operations;
Experience with system integrations, operational flows, certifications, approvals or environments with a strong technical interface;
Experience working in regulated, dynamic and high-criticality operational contexts;
Experience in continuous improvement, process restructuring and building operational efficiency in growing environments;
Experience leading teams, tracking deliveries and developing professionals;
Strong analytical skills and a systemic view for conducting operational diagnostics and decision-making;
Ability to navigate between clients, operations and technology with a consultative posture and strategic vision;
Excellent communication and stakeholder management skills at different levels, including executive interactions;
Inquisitive, solution-oriented profile with a strong sense of ownership, prioritization and focus on building results;
Familiarity with technology, automation and the use of AI tools to improve operational efficiency.

Benefits

Comp & perks

Bradesco Health Plan (100% covered by employer, nationwide and extendable to dependents);
Bradesco Dental Plan (100% covered by employer, extendable to dependents);
MetLife Life Insurance;
Flexible Meal/Food Allowance: R$910/month;
Education Allowance: R$200/month;
Transportation Assistance: commuter pass, building parking or R$200/month on benefits card;
Childcare Assistance: R$547/month (up to 5 years old);
Wellhub and Totalpass;
BTG Private Pension (1:1 match up to 6% of salary, withdrawable after 3 years);
Variable Compensation (PLR);
Stock Options Program.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

system integrationsoperational flowscertificationsapprovalscontinuous improvementprocess restructuringoperational efficiencyanalytical skillsoperational diagnosticsdecision-making

Soft Skills

consultative posturestrategic visioncommunication skillsstakeholder managementinquisitive profilesolution-orientedownershipprioritizationfocus on resultsteam leadership

Certifications

Bachelor's degree