GOL Linhas Aéreas

Customer Support

• Manage the Active Listening (VoC) program and the structured feedback cycle;
• Monitor and advance key satisfaction metrics (NPS, CSAT, CES);
• Identify root causes of detractors and report insights;
• Ensure continuous operation of listening channels;
• Align experience standards with partner teams;
• Orchestrate the Active Listening program;
• Structure and maintain the feedback → analysis → action cycle;
• Map and monitor critical customer journeys;
• Diagnose root causes of major detractors;
• Disseminate monthly strategic insights.

Customer Experience Coordinator

Financial Planning and Analysis

• Responsible for short-term analyses and for recurring reporting to senior management, focusing on planning, monitoring and course correction to achieve the company’s economic and financial balance.
• Monitors key financial indicators daily, with an integrated view of Cash Flow, Income Statement (P&L) and Balance Sheet.
• Leads structured monitoring of Actual vs Budget vs Forecast, identifying variances, explaining fluctuations and anticipating risks.
• Uses internal KPIs, financial assumptions and comparisons with other domestic and international companies to inform strategic discussions and support business areas.
• Prepares weekly and monthly executive performance presentations, consolidating financial results, analyses and projections.

Financial Planning Specialist

Analyst

• Responsible for ensuring and executing the Distribution area’s processes, such as system testing, analysis of internal and external reports, tool updates, leading internal projects, and interfacing with other company areas, with the aim of contributing to the organization’s revenue growth.
• Implement new functionalities and monitor their rollout, keeping documentation up to date due to limited resources.
• Ensure the advancement of other analysts’ technical skills despite competing priorities and time management constraints.
• Contribute to the implementation of new system functionalities through high-quality, documented testing.
• Lead internal and corporate projects that support process and tool improvements and drive revenue growth through meetings and direct involvement.
• Ensure the integrity of data and information provided by tools through control, verification, and documentation during implementation and periodic maintenance.
• Provide support for tools with low, medium, and high complexity through analysis of internal and external reports.
• Identify opportunities to improve area processes and tools by gaining hands-on experience and maintaining a systems perspective.
• Ensure project deadlines and documentation for processes and projects are met by tracking schedules and preparing necessary documents.
• Ensure the performance of tools and systems and the content to be implemented by analyzing sales performance, systems, and functionalities.
• Understand the impacts of implemented actions through training and a comprehensive understanding of the affected processes.
• Ensure the technical development of other analysts through training and guidance on system functionalities and processes.
• Contribute to the dissemination of knowledge within the company by preparing communications and newsletters to convey procedures and by providing direct support (phone/email).

Electronic Distribution Analyst – Mid-level

Operations

• Identify improvements in daily routines that enhance process efficiency.
• Perform and manage the administrative and operational activities of Smiles Viagens' operations coordination, focused on customer service and support for the CRC team.
• Ensure courteous, clear, and efficient service, guaranteeing an excellent customer experience.
• Support requests for hotel reservations, packages, and services;
• Interface with support teams of our hotel, air-package/airline + Gol and services suppliers;
• Handle re-accommodations when necessary;
• Provide service through B2B and B2C channels;
• Manage flight reservations: reservation adjustments, cancellations, changes, issuance and reissue of airline tickets in GDS systems (Amadeus, Sabre and NDC);
• Verify fare rules, baggage policies, allowances and fare conditions;
• Monitor GDS queues;
• Manage the re-accommodation email inbox;
• Act as a point of contact between the tour operator and airlines to resolve specific cases;
• Serve as the focal point for land service requests (hotels and services);
• Provide technical support on fares, rules and processes;
• Assist end customers with purchase requests, changes, rebookings, refunds and ticket information;
• Provide emergency support to B2B/B2C channels.

Operations Analyst – Junior

Product Manager

• Will be responsible for defining the vision, roadmap and execution of initiatives that ensure the excellence and competitiveness of the company’s digital presence.
• Define and communicate the Product Vision and strategic roadmap for the portfolio of digital channels under your responsibility, ensuring alignment with the company’s objectives.
• Manage the Product Backlog, prioritizing features, epics and user stories based on business value, development effort, performance data and customer feedback.
• Create, refine and detail User Stories (US) in a clear, concise and testable manner.
• Participate in agile ceremonies (refinement, sprint planning, reviews).
• Lead product discovery and validation (Product Discovery).
• Ensure excellence in User Experience (UX/UI).
• Engage and negotiate with stakeholders across multiple areas.
• Monitor and analyze performance metrics (KPIs).
• Manage the full lifecycle of the digital product.

Senior Marketing Analyst – Product Owner, Digital Channels

IT Support

• Ensure high availability and performance of CORE systems and legacy systems.
• Analyze requests received from business areas, identify solutions and innovations, and participate in the process from design and homologation (UAT) through implementation.
• Support the maintenance/sustainment team with legacy system adjustments required by the business or for tool improvements.
• Liaise with regulatory bodies (ANAC, Federal Police, ABEAR, CBP (USA), Receita Federal, etc.), adapting and implementing GOL's technology systems to meet requirements.
• Be available to provide technical support during any aviation disruption.
• Integrate and coordinate with vendors and partners.
• Act as the focal point for IT vendor governance (software development firms and service providers).
• Participate in performance meetings, SLA reviews, and technical-operational alignment.
• Implement and/or apply agile practices to GOL's solutions and systems.

IT Specialist – Systems

Customer Success Manager

• Work strategically and analytically, influencing business decisions through data to optimize customer communication, retention, and engagement;
• Plan and execute performance-focused CRM campaigns, defining KPIs such as ROI, LTV, churn, and engagement;
• Segment customers, interpret data, and generate actions with direct business impact;
• Create automated, personalized communication journeys and relationship workflows for different channels and customer lifecycle stages;
• Measure the performance of workflows and campaigns;
• Continuously test and closely monitor the implementation of strategies to ensure optimal results, quickly identifying how to adjust direction or amplify responses in our campaigns and workflows.

CRM Analyst II

Marketing

• Act as the brand guardian at international airports, responsible for implementing, managing, and evolving the company's visual communication at airports where the brand begins operations or expands its presence.
• Plan, implement, and manage all visual communication of the brand in international airports, including new destinations.
• Manage direct relationships with airport concessionaires, local operators, and strategic partners.
• Identify merchandising and brand visibility opportunities within airports.
• Ensure compliance with local advertising legislation, airport regulations, and technical requirements.
• Coordinate local production processes, taking into account timelines, costs, suppliers, and regional specificities.
• Manage schedules, timing, and roll-out logistics to ensure operational efficiency.
• Work collaboratively with internal teams (Branding, Events, Legal, Procurement, Operations).
• Safeguard the brand's visual and strategic consistency, ensuring correct application of global guidelines.

Senior Marketing Analyst – International Airport Communications

• Coordinates the execution of fleet projects, including aircraft induction, fleet certifications and fleet interchangeability projects, as defined in the Abra Group and OpCos Annual Business and Fleet Plan. Ensures awareness of schedules, deliverables, budget and objectives across support teams;
• Supports and tracks the work plan, scope and budget of assigned projects. Helps track tasks, durations and resource needs to align timelines and budgetary constraints. Monitors ongoing activities to ensure all stages are completed as planned. Prepares reports, deliverables and budget follow-ups for communication with the project manager across different forums;
• Identifies risks and communicates progress and issues to other levels and relevant stakeholders;
• Provides analytical support for the development of the long-term fleet plan, including collecting data on contract maturities and fleet condition. Supports decision-making by providing relevant analytical inputs;
• Manages relationships with suppliers and internal stakeholders across the Group and OpCos;
• Supports the quality, continuity and improvement of processes, contributing to procurement initiatives through technology and optimization to increase efficiency and transparency;
• Ensures that OpCo and Group policies are always followed, also guiding business areas. Monitors and ensures compliance with internal policies and regulatory requirements, mitigating contractual and operational risks.

Senior Fleet Projects Analyst

Events

• Responsible for the strategy and execution of brand initiatives, events and activations related to the opening of new bases and routes.
• Plan and execute route and base launch events.
• Lead the entire launch journey and celebrations for a route at the destination.
• Identify and develop local opportunities for brand activations, partnerships and institutional presence.
• Work collaboratively with internal teams and local partners.
• Manage vendors, timelines, budgets and success metrics for activities.
• Ensure activations align with the brand's positioning and strategic objectives.
• Support international branding and stakeholder engagement initiatives in new markets.

Senior Marketing Analyst – Events, Route Openings, Local Presence

• Flight Demand Changes: Demand can vary due to seasonal factors, special events, or economic shifts, requiring constant schedule adjustments to meet operational needs.
• Schedule Conflicts: Manage crew leave preferences and time-off requests, which may conflict with personal commitments, while maintaining required coverage for all routes.
• Regulations and Compliance: Ensure all rosters comply with ANAC regulations and labor laws, avoiding penalties and ensuring operational safety.
• Operational Contingencies: Handle unforeseen operational events, such as network/route changes, business rules that need adjustment, budgets, and activity forecasts.
• Cross-Department Collaboration: Work closely with operations, maintenance, and human resources teams to ensure schedules are viable and sustainable, which may require negotiation and compromise.
• Technology and Tools: Adapt to new planning technologies and software, ensuring the tools used are suitable for schedule development.
• Workload and Stress: Manage the pressure and stress associated with tight deadlines, especially when last-minute issues require quick solutions.
• Schedule Quality: Balance the need for operational efficiency with crew well-being, ensuring all crew members feel valued and satisfied with their schedules.
• Data Analysis: Use historical data and predictive analytics to optimize schedules, which can be challenging if data is incomplete or inaccurate.
• Feedback and Continuous Adjustments: Implement a system to collect crew feedback on schedules and adjust future planning based on received suggestions.

Crew Schedule Planning Analyst III

Security Analyst

• Support the implementation of the Operational Safety Management System (SGSO) in the company by participating in activities carried out by the team;
• Contribute to the improvement of internal processes by participating in the implementation of the Directorate's projects;
• Ensure execution of the department's projects and internal initiatives through control and monitoring of activities performed;
• Contribute to the implementation of intelligent solutions by developing tools that assist in managing and carrying out activities;
• Assist with IOSA certification by participating in planning and execution of related activities;
• Support improvement of the Management team's results by creating and/or tracking goals and performance indicators;
• Help ensure the effectiveness of internal processes by drafting and reviewing Management processes;
• Contribute to internal and external communication of the Management team's activities by preparing relevant communications and management reports;
• Support the audit team by providing assistance during audits and developing solutions;
• Contribute to the organization of department documentation by publishing and reviewing internal documents, and controlling external documents issued by authorities;
• Assist with budget flow through preparation and control of expenses defined in the department's annual budget;
• Monitor required qualifications in the area by tracking expiration of internal training records;
• Contribute to evaluating the effectiveness of safety barriers by analyzing safety recommendations;
• Ensure continuity of departmental activities by leading management meetings and assisting the manager in preparing agendas for internal events;
• Support compliance with requirements by analyzing revisions to legislation issued by authorities/regulatory bodies;
• Identify and report hazards and risks that may impact operational safety;
• Manage safety risks and threats to acceptable levels by monitoring mitigation actions;
• Increase the effectiveness of internal processes by drafting and revising Management processes;
• Contribute to hazard identification and risk mitigation by preparing and reviewing Risk Analyses/Assessments;
• Govern safety forums and monitor partnerships (codeshare, CPA, etc.);
• Contribute to the achievement of Safety Objectives and performance indicators (SPIs/SPTs) assigned to the area.

Operational Safety Analyst I – Operational Quality

Security Engineer

• Ensure Operational Safety complies with ANAC regulations and IATA certification and that GOL's values are practiced by everyone in the classroom.
• Ensure the Operational Safety Policy is known.
• Disseminate best practices and procedures required by GOL.
• Ensure the Operational Safety Policy is understood, maintained and disseminated throughout operations.
• Promote a quality-focused philosophy regarding flight safety, and the standards and procedures established by the company in passenger service and operations.
• Identify and report hazards in operations through the AQD System.
• Participate in the development of training programs and company projects.
• Provide ground instruction in employee training and development programs, when necessary and applicable.
• Guide employee development during ground training, providing constructive feedback.
• Monitor and record employee performance during instruction, when applicable.
• Serve as a role model for professional conduct and personal presentation that preserves the company's image.
• Act as a Facilitator in the training and development of new Facilitators.
• Interact with the Training Coordination team, as applicable, to prepare lesson plans and teaching resources.
• Contribute to the improvement and maintenance of pedagogical standards, working in partnership with the Business Strategies Coordination, as applicable.
• Develop assessment tools to verify learning in accordance with the current Operational Training Program.
• Keep up to date with national and international legislation and regulations, as well as official company publications.
• Attend courses, seminars and other activities related to the role for professional development.
• Stay current with Manuals, Operational Bulletins (BO), Information Bulletins (BI) and Work Instructions (IT) relevant to instruction.
• Read and stay up to date with all company publications before the start of any scheduled program or training.
• Report and register the results of all trainings conducted, whether satisfactory or unsatisfactory, as well as student absences during training.
• Attend instructor alignment meetings.
• Use only approved materials for instruction.

Operational Safety Training Analyst III

• Ensure the creation and maintenance of occupational safety policies, standards and procedures.
• Ensure visibility of Occupational Safety performance across the organization through indicators and targets, establishing parameters for improvement.
• Communicate occupational safety events according to reporting and response levels.
• Ensure the management of occupational risks through the implementation of programs and regulatory requirements.
• Develop and implement continuous improvement projects aimed at cost optimization, quality improvement and enhanced performance of activities related to Occupational Safety.
• Promote occupational safety by rolling out corporate guidelines and standards, designing engineering solutions to mitigate workplace hazards, and protecting the integrity and working capacity of employees.
• Take measures to ensure that workplace conditions comply with applicable government regulations and collective bargaining agreements, and that all required records are prepared and maintained.
• Ensure the establishment of processes for investigating incidents, accidents and occupational illnesses, identifying root causes/deviations, initiating actions to contain and/or neutralize their effects, and preventing recurrence.
• Conduct project analyses for planned implementations together with technical areas, recommending changes to reduce or eliminate risks.
• Provide information and data for GOL's Sustainability Report regarding occupational safety.
• Ensure analysis of risk management reports and other formal documents with the same purpose within the Occupational Safety scope, and propose additional mitigation actions for the relevant areas.
• Ensure compliance with training requirements through capacity-building programs, supporting the technical team of the Academia de Águias (Águias Academy).

Operational Safety Coordinator

• Problem analysis and troubleshooting;
• Development of innovative solutions;
• Data monitoring and control;
• Focus on continuous process improvement through Lean principles and computational intelligence.