Business Operations Manager, CS Structure & Capacity

Quartile

Business Operations Manager designing and maintaining structures for customer strategy teams for a leading retail media optimization platform. Ensuring efficient workload management and reporting for optimal account performance.

Posted 6/27/2026contractRemote • 🇧🇷 BrazilMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Coordinate how CS teams are composed and structured against the long-term organizational plan
Design and maintain the operating model that governs how pods are built and how work flows through the team
Place the right people on the right accounts and projects based on technical fit, workload fit, and specialization
Embed the Skill Tree framework into pod and account assignment decisions
Maintain CSM and CGM workload standards across the team
Measure and balance workload and service levels across teams as accounts and projects move
Keep the Workload Dashboard live and connected to the Capacity Model
Ensure ≥90% of new accounts are assigned within week one; reduce VP manual intervention by 40%
Establish the account motion and client journey framework end to end
Build and maintain tools to track account transitions and pod graduation on schedule
Deliver decision-ready reporting to VPs and Directors on workload, account flow, pressure points, and their correlation with performance and churn
Measure how projects, process improvements, and AI deployments translate into real efficiency and workload gains
Maintain the hiring forecast vs. reality delta to within 10%
Feed account matching quality data into Account Risk V2

Requirements

What you’ll need

Strong operating-model and capacity design experience — able to turn a long-term plan into a working team structure and capacity model
Experience in people-to-work or talent-to-account matching, ideally in a CS, RevOps, or BizOps context
Solid data skills — SQL across Salesforce and/or Databricks, capacity and workload modeling, dashboard and tracking tool management
Governance reporting experience — able to produce decision-ready reporting for VP and Director-level audiences
Strong coordination and ownership mindset — able to orchestrate structural moves across CSMs, Directors, and VPs without losing track of details
Sound judgment about people and fit — able to read where people perform and make defensible allocation calls
Fluent in Portuguese and English

Benefits

Comp & perks

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Hard Skills & Tools

operating model designcapacity modelingdata analysisSQLSalesforceDatabricksdashboard managementworkload modelingreportingAI deployments

Soft Skills

coordinationownership mindsetjudgmentdetail orientationcommunicationorganizational skillsdecision-makingproblem-solvingtalent matchingstakeholder management