Head of Operations

Há 4 dias


São Paulo, Brasil Winnin Tempo inteiro

The Head of Operations is part of the management team and reports to the Director of Operations. S/He is responsible for the CS, Sales and Client Operations Brazil unit, both internal and outsourced operations. Holds a key role in ensuring operational excellence by applying a strong operational strategy, driving efficiency through initiatives, and delivering scalable results.

Responsibilities
  1. Owns and oversees the overall resource and headcount allocation on a functional level.
  2. Sets, allocates, and monitors budget and costs.
  3. Design a clear project roadmap with deliverables and KPIs, approve SLA commitment per market to ensure effectiveness and efficiency of CS, Sales and Client Operations operations.
  4. Responsible for managing BPO providers contracts and deliverables.
  5. Accountable for operational glide paths and action plans focused on enhancing customer and agent experience.
  6. Drives process improvement initiatives within the operation and collaboratively with other areas.
  7. Drives scalability of CS, Sales and Client Operations by syncing organizational goals with functional strategy and converting strategic goals into practical action plans.
  8. Defines success criteria (goals & KPIs) on a functional level and monitors functional performance vs targets & strategy.
  9. Strives for service innovation by analyzing competitors and being up to date with industry trends.
  10. Ensures correct CS, Sales and Client Operations data flow and reporting across interested stakeholders, also responsible for designing a system where feedback and critical user information will be distributed to the respective teams (VOC).
  11. Connects all operational leads and ensures alignment in SOP, also peer and different functions alignment and smooth cooperation.
  12. Ensures effective interactions & alignment with different stakeholders at any level, using a long-term strategic perspective.
  13. Creates a high-performing team by ensuring that all direct reports have SMART objectives, development plans, and receive continuous feedback.
  14. Inspires others and nurtures commitment to Kaizen’s vision, values, purpose, and direction.

This is an in-office position, located in Pinheiros - São Paulo.

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