Sabesp

Customer Service Manager – Back Office

Sabesp

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • 🇧🇷 Brazil

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Job Level

Mid-LevelSenior

Tech Stack

ERPRPA

About the role

  • Digitalization Management: Lead and drive process digitalization initiatives (paperless, robotic process automation - RPA, use of AI for repetitive tasks), ensuring an efficient transition from analog to digital.
  • Optimization and Innovation: Structure, optimize and standardize internal processes with a focus on continuous improvement, lean office practices and intelligent automation to reduce costs and execution time.
  • Team Management: Lead, develop and motivate teams, fostering a culture of innovation and a digital growth mindset, and ensuring the delivery of results with excellence.
  • Performance Monitoring: Define and track performance indicators (KPIs) and SLAs with an analytical, data-driven approach, using modern BI dashboards.
  • Integration and Support: Promote efficient integration and communication between areas, ensuring the smooth flow of information through integrated systems and collaborative platforms.
  • Systems and Data Management: Oversee and improve systems in use (ERPs, CRMs, customer service platforms), ensuring governance, data quality and information security as strategic company assets.
  • Compliance and Audit: Supervise audit processes and critical issue handling, often automating compliance checks to ensure adherence to applicable standards and regulations.

Requirements

  • Education: Bachelor’s degree in Business Administration, Management, Industrial/Production Engineering, Information Systems or related fields. A postgraduate degree or MBA in Project Management, Process Management or Digital Business is a strong advantage.
  • Experience: Proven experience managing back-office operations and, preferably, practical experience in digital transformation, automation or business process reengineering (BPM) projects.
  • Technical Skills: Advanced knowledge of Microsoft Office suite, management systems (ERP, CRM) and BI tools (Power BI). Familiarity with agile methodologies (Scrum/Kanban) and automation (RPA) is a strong plus.
  • Driver’s License: National driver’s license (CNH) preferred.
  • Behavioral Competencies: Human-centered leadership and the ability to manage change (change management) in a dynamic environment.
  • Analytical and strategic mindset with a focus on results and data-driven operational efficiency.
  • Proactivity, ownership mentality and appetite for technology and innovation.
Benefits
  • Medical insurance
  • Private pension plan
  • Meal Voucher (VR) and Food Voucher (VA)
  • Transportation voucher
  • Christmas hamper
  • Additional vacation bonus
  • Birthday day off
  • Extended maternity leave
  • Extended paternity leave
  • Childcare assistance for mothers and fathers
  • Wellhub partnership (Gympass)
  • Profit-sharing program (PPR)

Applicant Tracking System Keywords

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

Hard skills
digitalization managementrobotic process automationAI for repetitive taskscontinuous improvementlean office practicesperformance indicatorsdata-driven approachbusiness process reengineeringagile methodologiesautomation
Soft skills
team managementhuman-centered leadershipchange managementanalytical mindsetstrategic mindsetproactivityownership mentalityinnovation mindset
Certifications
Bachelor’s degreepostgraduate degreeMBA in Project ManagementMBA in Process ManagementMBA in Digital Business