Orchestrate integration between Customer Service, Operations and Academic teams
Ensure execution of contract objectives
Define and monitor SLAs and KPIs for the relevant areas
Build and maintain the Knowledge Base (FAQ) together with the Customer Service team
Supervise technical quality and regulatory compliance of deliverables from Operations and Academic teams
Manage the flow of requests across departments
Act as guardian of Academic Governance with HEIs (Higher Education Institutions)
Map and eliminate bottlenecks between departments
Analyze academic and operational indicators
Establish regular internal alignment rituals between Customer Service, Operations and Academic to ensure a fluent, agile and recurring interface with both clients and HEIs
Serve as the voice of operations and the client internally, addressing technical or regulatory impediments that affect experience and delivery speed
Lead and develop Customer Service, Operations and Academic teams, promoting an ownership culture, quality standardization and solution orientation
Propose and implement process improvements
Lead implementation of automations and technological tools to improve operational efficiency of the areas

Requirements

Bachelor’s degree in Business Administration or related field
Solid experience in Customer Experience, Operations, Customer Success or related areas, with a focus on process and people management
Proven experience leading cross-functional teams (ideally including operations, customer service or back office)
Holistic/systemic perspective and ability to orchestrate workflows across departments to ensure final delivery
Analytical profile to monitor SLAs, productivity, quality and process compliance, and to identify automation opportunities
Ability to prioritize and manage crises, organizing queues and impacts to maximize customer experience
Continuous improvement and innovation mindset, with interest in identifying repetitive tasks and proposing technological solutions
Nice to have: experience in the Postgraduate, University Extension market or Regulatory (MEC)
Knowledge of knowledge base (FAQ) management and self-service
Familiarity with CRM, Help Desk, process automation (RPA, Power Automate, etc.) and integrations
Experience with process improvement methodologies (Lean, Six Sigma, BPM)

Benefits

Quarterly profit-sharing

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

process managementpeople managementSLA monitoringKPI monitoringprocess improvementautomationanalytical skillsworkflow orchestrationquality compliancecrisis management

Soft Skills

leadershiporganizational skillscommunicationproblem-solvingcontinuous improvement mindsetinnovationcollaborationcustomer experience focusownership cultureagility