Product Operations

• Conduct, negotiate and provide technical and specialized support for the most complex cases, seeking solutions to meet insurance-related requests
• Map and implement improvements to enhance the experience of members and cooperatives
• Map and implement improvements that increase the efficiency of the area's activities and that are aligned with Sicredi's strategic ambitions and guidelines
• Make data-driven decisions aligned with Sicredi's strategy
• Lead initiatives focused on the evolution of the member journey or efficiency gains
• Create and deliver trainings and presentations
• Monitor team deliveries, ensuring timelines, scope and prioritization of activities.

Product Operations Analyst, Mid-level

• You work with design, engineering, clinical, and operations stakeholders to gather requirements and business logic before work begins.
• You write and maintain the documentation that keeps teams aligned.
• You drive feature launches from testing through release.
• You own the systems that measure how features perform after they go live.
• You capture what was decided, by whom, and why.
• You use AI tools daily to accelerate your own work, writing requirements documentation, synthesizing meeting notes, surfacing action items, drafting release notes, and automating your work.

Product Operations Manager – LATAM, Brazil

• Requirements gathering and Business logic: You work with design, engineering, clinical, and operations stakeholders to gather requirements and business logic before work begins. In the world of AI coding, you will ensure we have strong documentation of these inputs. You define alongside design what “done” looks like for every feature, set clear acceptance criteria, document edge cases, and get sign-off from the right people. Nothing moves to build without it.
• Technical and operational documentation: You write and maintain the documentation that keeps teams aligned. That includes feature specs, process documentation for clinical and ops rollouts, and reference materials for training. You own the documentation lifecycle, not just the first draft.
• Launch management: You drive feature launches from testing through release. You coordinate across design, engineering, clinical operations, and training to make sure each launch has clear owners, timelines, and acceptance criteria. You work directly with trainers to ensure clinical and ops staff are prepared before anything goes live.
• Measuring post-launch impact and internal user feedback: You own the systems that measure how features perform after they go live. You manage post-launch A/B testing and performance tracking across clinicians, operations staff, and patients. You collect and synthesize internal feedback to identify where the product is meeting goals and where it is falling short, ensuring that data-driven insights directly inform the next iteration of the roadmap.
• Decision tracking and roadmap orchestration: You capture what was decided, by whom, and why. You translate those decisions into tickets with clear requirements and acceptance criteria. You track requirements across the full lifecycle, including the ones that surface mid-sprint , and you flag gaps before they create problems downstream.
• AI-powered execution: You use AI tools daily to accelerate your own work, writing requirements documentation, synthesizing meeting notes, surfacing action items, drafting release notes, and automating your work. You are not waiting for someone to build a system around you. You build it yourself using the tools available.

Product Operations Manager

• Coordinate the execution of the shared services team's activities, responsible for centralized opening of current accounts and customer data updates, ensuring process quality, efficiency and compliance.
• Ensure operational stability, focusing on service levels, productivity and the experience of members and cooperatives.
• Identify, prioritize and lead the implementation of continuous process improvements, seeking efficiency gains, quality improvements and cost reductions.
• Work in an integrated way with business areas, technology and cooperatives, facilitating problem resolution and the evolution of account and registration journeys.
• Manage and monitor operational indicators, ensuring visibility of performance, adherence to targets and direction of corrective actions.
• Oversee governance of external suppliers (BPO), monitoring performance, delivery quality, SLAs and contractual evolution.
• Identify opportunities and support process automation initiatives, focusing on operational simplification and application of technologies, including AI-based solutions.
• Serve as a subject-matter reference for accounts and customer records, contributing to the evolution of the member journey and to the organization's strategic initiatives.
• Lead the team, promoting development, engagement and alignment with business priorities.

Product Operations Coordination

• Coordinate the execution of the shared services team’s activities, responsible for centralized account openings and customer record updates, ensuring process quality, efficiency and compliance.
• Ensure operational stability with a focus on service levels, productivity and the experience of members and cooperatives.
• Identify, prioritize and lead the implementation of continuous process improvements to achieve gains in efficiency, quality and cost reduction.
• Work collaboratively with business areas, technology teams and cooperatives, facilitating problem resolution and the enhancement of account and onboarding journeys.
• Manage and monitor operational metrics, ensuring visibility into performance, adherence to targets and guidance for corrective actions.
• Oversee governance of external service providers (BPO), monitoring performance, delivery quality, SLAs and contractual evolution.
• Identify opportunities and support process automation initiatives focused on operational simplification and technology adoption, including solutions using AI.
• Serve as a subject-matter reference for accounts and customer records, contributing to the evolution of the member journey and to strategic initiatives across the organization.
• Lead the team, fostering development, engagement and alignment with business priorities.

Product Operations Coordinator

• Manage the registration, updating, and maintenance of partners, sellers, and vouchers in internal systems, ensuring data integrity and operational compliance.
• Conduct onboarding, provide ongoing support, and govern partners and sellers, ensuring adherence to rules, operational SLAs, and marketplace standards.
• Monitor performance, KPIs and SLAs, identifying deviations, risks, and operational bottlenecks, and propose and follow up on action plans to improve results.
• Serve as the focal point for handling internal and external tickets (via Zendesk and other tools), ensuring effective resolution of requests.
• Oversee the end-to-end logistics journey, from order to delivery, mitigating incidents and ensuring operational flow.
• Conduct quality monitoring sessions with partners and sellers, performing analyses, reports, and executive performance presentations.
• Develop, standardize, and maintain up-to-date processes, documentation, and governance routines.
• Work collaboratively with internal teams (Operations, Customer Service, Logistics, Finance, Product, Commercial, and IT) to resolve requests and evolve processes.
• Support continuous improvement initiatives, including system reviews, operational optimizations, and post-sale and partner experience projects.
• Create content, enable, and deliver training for partners and internal teams.

Junior Operations Analyst – Products and Partners

• Execute and monitor portfolio transfer operations, including:
• Preparation, validation and provision of datasets;
• Interface with Funds, Securitization agents and internal teams;
• Monitoring operational workflows and deadlines;
• Ensuring compliance and data quality.
• Structure and improve operational processes for portfolio transfer, promoting:
• Standardization and continuous improvement;
• Reduction of operational risks;
• Efficiency gains and scalability.
• Develop and maintain automations, focusing on:
• Creating Python scripts for data processing and operational routines;
• Developing and maintaining RPA (UiPath) for repetitive task execution;
• Identifying automation opportunities in collections and recovery processes.
• Work with data in a structured way, performing:
• Analysis and validation of large volumes of information;
• Cross-referencing datasets and generating operational insights;
• Supporting the construction of controls and KPIs.
• Support initiatives to improve the collections/recovery operation by contributing to:
• Process flow reviews;
• Identification of bottlenecks;
• Proposing data-driven and automation-based solutions.

Senior Product Operations Analyst – Automation Focus

• Execute and monitor product operational routines;
• Support backlog management, SLAs, and demand queues;
• Support initial analysis, incident tracking, and prioritization with Product Managers (PMs);
• Assist in identifying systemic failures and collecting technical evidence;
• Support process mapping, improvement, and automation;
• Contribute to the creation of manuals, documentation, and presentations;
• Work collaboratively with Product, Technology, and Operations teams;
• Availability for on-call duty.

Junior Product Operations Analyst – Focus on Pix

• Support and resolve incidents during integration with the Pix receiving API
• Monitor operations and related KPIs
• Identify and advocate opportunities for improvement
• Advocate for the prioritization of incidents and problems
• Automate operational processes
• Troubleshoot and resolve incidents
• Train different stakeholders on operational topics
• Create manuals and presentations to support and present proposals
• Participate in team ceremonies
• Provide on-call support

Mid-level Product Operations Analyst – Focus on Pix

• Lead and advance Credit Recovery operations, focusing on:
• - Collections and out-of-court recovery;
• - Management and monitoring of the area’s operational processes;
• - Management of non-financial assets held for sale (AMV);
• - Structuring and monitoring of portfolio assignments/ces­sions.
• Design and optimize operational processes, promoting:
• - Standardization and scalability;
• - Automation of workflows and increased efficiency;
• - Continuous improvement based on data.
• Act as a bridge between business, technology and operations teams, ensuring:
• - Translation of business needs into operational and system solutions;
• - Prioritization of initiatives with an impact-driven focus.
• Lead strategic initiatives to evolve the recovery model, including:
• - Adoption of new tools and technologies;
• - Structuring of new operational models;
• Develop and engage the team, promoting:
• - A collaborative, high-performance environment;
• - Technical and behavioral development;
• - A culture of ownership and continuous improvement.

Product Operations Coordination – Focus on Credit Recovery

• Coordinate and lead multidisciplinary teams
• Responsible for contributing to employee development, encouraging them to take ownership of their careers
• Seek business generation and insurance-focused solutions aligned with the institution's strategy
• Monitor market trends and best practices to evolve our OKRs
• Operational health: Work with KPIs and metrics, converting them into actionable insights for decision-making.

Product Operations Coordination – Insurance, Post-Sales

• Validate compliance with product manuals and credit regulations.
• Review companies' accounting documentation (revenue, balance sheet, income statement and trial balance).
• Verify compliance with each cooperative’s internal regulations, according to membership.
• Validate documentation related to real guarantees (property registration/title and appraisal report).
• Prepare an exception report to support the analyst’s technical opinion.
• Stay up to date on procedures and legislation related to technical analysis and credit granting.
• Stay informed about credit policies and maintain a critical view to propose improvements.
• Understand the business.
• Respond to cooperatives’ requests.
• Provide support and collaborate as part of a team.

Product Operations Analyst – Junior

• Provide support to clients through different channels.
• Assist in the daily operational processes that connect Product, Finance, and Operations and comply with SLA.
• Support data validation and reconciliation tasks to ensure accuracy across systems.
• Collaborate with the Product and Engineering teams to identify process improvements and automation opportunities.
• Help build and maintain dashboards and reports to track key business and operational metrics.
• Contribute to the implementation of new product features from an operational and financial perspective.
• Participate in testing and validating new tools or processes before rollout.
• Support the creation and documentation of standard operating procedures (SOPs).
• Help identify inefficiencies and propose data-driven solutions to enhance our internal operations.

Product Operations Junior Contractor

• Lead the structuring and evolution of the Product Operations area, designing and improving the product organization’s operating system to increase clarity, speed, decision quality, and the teams’ ability to scale;
• Define, implement and evolve rituals, processes, cadences and artifacts that support the area across discovery, prioritization, planning, delivery, launch and performance tracking;
• Act as a facilitator between Product, Design, Engineering, Data and partner areas, reducing organizational friction, improving alignment quality and increasing execution flow;
• Establish mechanisms that provide reliable visibility into strategy, priorities, roadmap, capacity, risks, dependencies, trade-offs and the progress of key initiatives;
• Support product leadership in translating strategy into a more consistent operation, helping connect business objectives, team priorities and day-to-day execution tracking;
• Ensure the organization has clear and consistent ways to track OKRs, product metrics, health metrics, operational indicators and learnings from launches, experiments and strategic initiatives;
• Structure the capture, organization and dissemination of customer insights, team learnings and performance data so this information becomes useful input for better and faster decisions;
• Improve operational predictability without bureaucratizing teams, bringing more clarity on real capacity, initiative sequencing, critical dependencies and key execution constraints;
• Identify systemic bottlenecks in the organization’s way of working and lead continuous improvements that increase focus, productivity, operational quality and learning velocity;
• Promote product management best practices and support the organization’s maturity development in areas such as operating cadence, governance, accountability, documentation, prioritization and performance monitoring;
• Support portfolio governance and the area’s executive communication, ensuring stakeholders and leadership have a clear view of deliveries, risks, pending decisions and generated results.

Product Ops Manager

• Coordinate and lead multidisciplinary teams;
• Responsible for contributing to employee development, encouraging ownership in their careers;
• Pursue business generation and insurance-focused solutions by aligning with the institution's strategy;
• Monitor market trends and best practices to drive the evolution of our OKRs;
• Operational health: Work with indicators and metrics, converting them into actionable insights for decision-making.

Product Operations Coordination - Insurance

• Coordinate and lead multidisciplinary teams
• Responsible for contributing to employee development, encouraging ownership and proactivity in their careers
• Drive business generation and insurance-focused solutions aligned with the institution's strategy
• Monitor market trends and best practices to evolve our OKRs
• Operational health: work with indicators and metrics, turning them into actionable insights for decision-making.

Coordinator of Product Operations – Insurance

• Realizar a análise documental dos processos de concessão de crédito de Consórcios
• Prestar atendimento às cooperativas referente ao tratamento das críticas e ajustes a serem realizados nos processos, visando a correta orientação quanto aos acertos procedimentais
• Realizar treinamentos para as cooperativas referentes aos processos da concessão
• Realizar o acompanhamento de indicadores da operação e, sempre que necessário, atuar de forma proativa para atingimento dos respectivos norteadores
• Indicar soluções aos problemas reportados pelas cooperativas ou áreas internas, a fim de mitigar os reflexos aos usuários dos serviços

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