Operations

• Lead and inspire a high-performance backoffice customer service operation;
• Ensure a positive organizational climate within your team;
• Conduct hiring, performance evaluations, Individual Development Plans (IDP), corrective actions, calibration sessions, and terminations;
• Develop your team through one-on-one feedback, create action/development plans, design training, and document team performance;
• Manage variable compensation, scheduling, vacations, and leaves;
• Resolve operational issues and, when necessary, work directly with clients or partners;
• Compile historical KPIs and report your area/team results;
• Analyze data, identify root causes, and propose and lead improvement actions;
• Report deviations in operational metrics to management;
• Propose improvements that positively impact internal and external operations;
• Ensure compliance with quality monitoring;
• Map and manage your operation's processes;
• Lead projects focused on productivity, quality, effectiveness, and customer experience;
• Build relationships with partner teams and drive projects;
• Act as the right-hand to management on operation-related matters.

Operations Supervisor – Backoffice (In-house/BPO)

• Governance and Rituals: Define and evolve essential rituals such as Design Reviews and Design Critiques, ensuring the product's evolution follows quality standards.
• Process Standardization: Design, implement and iterate workflows that connect Design to the Product and Engineering lifecycle, eliminating communication and delivery bottlenecks.
• Onboarding Excellence: Structure and manage the onboarding process for new designers, ensuring they become able to contribute quickly.
• Documentation and Knowledge Management: Centralize the chapter's documentation in Confluence, keeping guides, playbooks and processes always up to date.
• Technical Documentation: Collaborate on documenting guidelines, component behaviors and best practices for using the Design System, ensuring information is accessible and clear for designers and developers.
• Success Metrics: Create and track KPIs for the design team's efficiency and the health of the operation.
• Team Support: Act as the focal point for questions about tools (e.g., Figma, Jira, etc.), the use of Design System components and internal processes.

Design Ops, Mid-level

• Lead the N2 Support team, fostering a high-performance, collaborative environment
• Conduct regular follow-ups, provide structured feedback, and support team development
• Deliver training and refreshers to ensure adherence to processes and operational standards
• Ensure documentation, maintenance, and evolution of processes in the knowledge base
• Develop and run quality monitoring routines
• Ensure operational compliance, identifying deviations and proposing action plans
• Map root causes of tickets and consolidate analyses of tabulation reasons
• Build diagnostics (e.g., Pareto of top offenders) to guide priorities
• Escalate structural issues to N3 and Product with consistent analyses and proper documentation
• Support prioritization of requests with the greatest operational impact
• Gather KPIs, define action plans, and present results
• Participate in running war rooms, ensuring application of the operational framework
• Support communications, records, RCA, post-mortems, and prevention plans
• Strengthen governance to reduce recurrence
• Work closely with Product, Technology, and Operations teams
• Contribute to product evolution based on operational insights

Operations Lead

• Monitor the quality of commercial interactions (WhatsApp, calls, e-mails), ensuring adherence to scripts, HSMs and cadences;
• Conduct recurring service audits, identifying deviations and opportunities for improvement;
• Evaluate the quality of service provided by Enrollment Desk analysts, especially in the final stages of the funnel, ensuring smooth handling of operational and bureaucratic requirements for student onboarding;
• Support the development, review and evolution of scripts, contact flows and sales cadences;
• Participate in sales enablement initiatives, ensuring the team is prepared to execute with quality;
• Deliver operational training for consultants and analysts (tools, processes and conversion best practices);
• Monitor operational metrics (response time, follow-ups, contact rate, SLA, etc.);
• Identify bottlenecks in the commercial execution and support the implementation of practical improvements;
• Ensure correct usage of commercial tools (CRM, WhatsApp, dialers, etc.);
• Support operations across different products/business units as needed;
• Serve as the operational focal point for the AI used in commercial service;
• Support the curation and submission of training content for the AI to the vendor;
• Monitor the quality of AI responses, identifying inconsistencies, gaps and hallucinations;
• Track AI usage volume, ensuring efficiency and consumption control;
• Propose improvements to the automated journey, aligning the AI with the commercial strategy.

Mid-level Quality Analyst, SalesOps

• Monitorar e operar sistemas de telecomunicações para garantir a disponibilidade e performance dos serviços.
• Diagnosticar e solucionar problemas técnicos em equipamentos e redes.
• Realizar a manutenção preventiva e corretiva de infraestruturas de telecomunicações.
• Colaborar com equipes de engenharia para otimização de sistemas e implementação de novas tecnologias.
• Elaborar relatórios técnicos sobre o desempenho da rede e incidentes.

Analista de Operações de Telecomunicação I

• Support the organization and tracking of office equipment inventory (laptops, monitors, accessories, etc.).
• Assist with equipment distribution, replacement, and return processes for employees.
• Support the procurement and inventory control of office and administrative supplies.
• Assist with access management, parking administration, and other workplace infrastructure requests.
• Obtain quotes from maintenance vendors and support other operational needs.
• Organize documents, spreadsheets, and administrative records for the department.
• Provide support for day-to-day administrative activities, helping ensure a smooth and efficient workplace environment.
• Other activities as needed

Office Operations Intern

• Increase student acquisition in assigned markets through strategic, targeted commercial activities;
• Strong communication skills;
• Sales and team management skills;
• Proven ability to close partnerships with companies, schools, and local events;
• Increase market share in assigned territories through targeted commercial work focused on the centers in your portfolio.

Commercial Executive – Partner Operations

• Você será o elo entre os clientes, as equipes internas e os parceiros nos mercados onde atuamos
• Liderar projetos de ativação de marca, marketing experiencial e produção de MPDV em países como EUA, Colômbia, Argentina, México e China
• Construir e gerir uma base sólida de fornecedores e parceiros estratégicos
• Liderar end-to-end campanhas de ativação de marca, marketing experiencial e produção de MPDV
• Coordenar equipes internas multidisciplinares e fornecedores locais e internacionais
• Realizar cotações e elaborar orçamentos completos dos projetos
• Desenvolver cronogramas detalhados, controlando escopo, prazo e custo
• Garantir entregas dentro do prazo e com padrão de qualidade elevado
• Assegurar o cumprimento das normas locais e das expectativas do cliente em cada mercado.

Gerente de Operações Internacionais – MPDV, PROMOÇÕES, ATIVAÇÕES

• Plan and assist in operational excellence processes such as Lean and Six Sigma (training calendar, certification forums, consolidation of KPIs, program governance, mentoring, and other relevant actions, etc.);
• Prepare content and instructional materials for operational excellence training to raise employee knowledge;
• Support the implementation of continuous improvement projects using traditional and agile management methodologies, meeting applicable requirements;
• Assist in the implementation of Production Systems in industrial operations, seeking to continuously optimize processes to be more efficient and competitive;
• Keep relevant area documents up to date and under the area's responsibility;
• Analyze metrics for continuous improvement activities and monitor the implementation and evaluation of results;
• Develop and lead projects within the area of responsibility using appropriate methodologies.

Operational Excellence Analyst I – Administrative Shift

• Strengthen the performance of Cadillac dealerships through coaching, mentoring and strategic planning.
• Act as a strategic partner to the dealer network, promoting sustainable performance and alignment with the brand strategy.
• Conduct regular site visits, identify improvement opportunities and monitor action plans.
• Monitor sales, after-sales, service and customer satisfaction KPIs.
• Ensure efficiency in the sales funnel, CRM and the Cadillac premium customer journey.
• Ensure compliance with Cadillac operational, commercial and brand standards.
• Support the implementation of commercial programs and end-to-end processes.
• Address operational deviations by identifying gaps and opportunities for improvement.
• Prepare performance analyses and executive reports.

Commercial Operations and Performance Consultant

• Structure and organize the Institute's administrative and operational processes, ensuring controls, deadlines, and quality of deliverables;
• Manage and monitor payments, contracts, and suppliers, ensuring compliance and organized information;
• Act as an interface with internal areas (Finance, Legal, Procurement), facilitating workflows and ensuring alignment across teams;
• Prepare executive presentations to support communication and project monitoring;
• Develop and maintain controls, spreadsheets, and indicators (KPIs), contributing to management and decision-making;
• Organize and coordinate calendars, meetings, and events, ensuring efficient planning and execution;
• Monitor the operational execution of social projects, ensuring organization, timelines, and support for demands;
• Support technical visits and travel, ensuring logistics and follow-up of field activities;
• Organize documentation and support project accounting/reporting, ensuring integrity and traceability of information;
• Support the management and updates of the Institute's website and social media;
• Work closely with leadership, providing executive support, organization, and smooth day-to-day operations;

Senior Operations and Projects Analyst

• Assist students, companies, and educational institutions with registration and promotion of opportunities.
• Update client records;
• Enter internship program data, keeping the database up to date;
• Direct users to the appropriate pages on the Portal according to requested services;
• Clarify clients' questions about products and services;
• Provide customer service and register new clients;
• Assist with maintaining the database (client registration);
• Assist in technical promotion of products;
• Respond to client inquiries by email, phone, and WhatsApp regarding processes.

Intern – Operations Center

• Assist students, companies and educational institutions with registration and promotion of opportunities.
• Update client records.
• Enter internship program data, keeping the database up to date.
• Direct visitors to the appropriate pages of the Portal according to the services requested.
• Clarify client questions about products and services.
• Provide customer service and register new clients.
• Assist with maintaining the database (client registration).
• Support technical promotion of products.
• Provide customer support via email, phone and WhatsApp to inform clients about processes.

Intern, Operations Center – Contracts

• Perform enrollment and registration adjustments for beneficiaries of group health plans
• Provide support to the team and clarify inquiries
• Monitor deadlines and performance indicators for internal and external adjustments
• Analyze and resolve data discrepancies between the company and health plan operators
• Execute membership/enrollment changes and ensure deadlines are met
• Ensure all requests received by email are logged and followed up with the operators
• Track and monitor enrollment and membership changes

Operations Analyst, Junior – Membership Changes

• Maintain operational excellence in a constantly evolving telecommunications environment
• Optimize network performance and ensure the quality of services delivered to customers
• Handle resolution of complex issues and emergencies quickly and effectively
• Monitor and analyze telecommunications network performance, identifying and resolving faults
• Deploy and configure network equipment, ensuring compliance with company policies and standards

Telecommunications Operations Analyst II

• Ensure the processing and issuance of policies and endorsements according to business rules, focusing on Automobile and Home products (Personal Lines);
• Perform inquiries and handle transactions related to the financial movements of quotes and policies;
• Monitor processes, ensuring quality, efficiency and compliance with deadlines;
• Use departmental systems quickly and accurately to support operational routines;
• Provide customer service with cordiality, empathy and a focus on excellent experience, ensuring clarity and objectivity in issuance and billing information;
• Resolve requests autonomously, prioritizing deliveries within established quality standards and targets;
• Collaborate with the team, demonstrating active listening and effective communication;
• Contribute to continuous process improvement initiatives;

Operations Analyst I

• Deliver technical and behavioral training sessions in both classroom and virtual environments
• Conduct theoretical and practical learning activities according to the defined training program
• Ensure clear transmission of training content, reinforcing key concepts and service standards
• Ensure participant understanding of all proposed content and learning objectives
• Monitor trainee engagement and performance throughout the training cycle
• Identify strengths and improvement opportunities in training delivery and report findings to the manager
• Control attendance records and maintain accurate training reports
• Ensure proper use and care of training resources provided by the company and the client
• Support compliance with training schedules, documentation, and internal processes
• Maintain open communication with leadership regarding training outcomes, challenges, and opportunities
• Act as a representative of the company’s training standards when interacting with clients and internal teams

Junior Training Instructor – Operations

• Lead, develop and inspire multidisciplinary teams, promoting a collaborative, results-oriented and client-focused environment.
• Act strategically to strengthen controls, raise governance standards and reduce operational risks.
• Manage and ensure proper processing of operations and regulatory compliance.
• Support internal and external audits.
• Lead automation, digitization and systems integration projects in operational environments.
• Foster a culture of efficiency and reduction of rework, with a focus on scalability and quality.
• Identify opportunities to review processes, standardize procedures and remove bottlenecks.
• Define, monitor and report operational KPIs, ensuring performance visibility and data-driven decision-making.
• Prepare executive materials for board presentations, addressing strategic vision, risks and opportunities.
• Collaborate with Credit, Product, Legal, Asset Desk, Commercial, Technology, Risk, Compliance and other areas.
• Participate in internal and external forums representing Wholesale Operations.
• Interface with financial institutions, counterparties, clearing houses, custodians and regulators.

Operations Manager – Wholesale

• Serve as the bridge between internal operations and partners, resolving operational, systemic, or process issues efficiently and promptly;
• Support the onboarding and training of new partners, ensuring they are properly integrated and aligned with the client’s standards and practices;
• Identify and implement opportunities to optimize processes, reduce costs, and mitigate risks within partnerships, driving continuous operational improvement;
• Manage financial disbursements, billing, and operations within portals or integrated systems, ensuring compliance across all activities;
• Work with data received from partners, cross-reference it with internal databases, assess potential, and support the development of Business Plans for each partner.

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Analista de Operações de Telecomunicação I

Office Operations Intern

Commercial Executive – Partner Operations

Gerente de Operações Internacionais – MPDV, PROMOÇÕES, ATIVAÇÕES

Operational Excellence Analyst I – Administrative Shift

Commercial Operations and Performance Consultant

Senior Operations and Projects Analyst

Intern – Operations Center

Intern, Operations Center – Contracts

Operations Analyst, Junior – Membership Changes

Telecommunications Operations Analyst II

Operations Analyst I

Junior Training Instructor – Operations

Junior Training Instructor – Operations

Operations Manager – Wholesale

Partner Operations Analyst