Head of Operations

1 dia atrás

São Paulo, São Paulo, Brasil Grupo Hub Tempo inteiro
Head of Operations

The Head of Operations plays a pivotal role in the management team, reporting directly to the Director of Operations. This key position is responsible for overseeing the CS, Sales, and Client Operations Brazil unit, encompassing both internal and outsourced operations. The ideal candidate will drive operational excellence by implementing a robust operational strategy, fostering efficiency through targeted initiatives, and delivering scalable results.

Key Responsibilities
  • Owns and oversees the overall resource and headcount allocation on a functional level.
  • Develops, allocates, and monitors budget and costs.
  • Designs a clear project roadmap with deliverables and KPIs, approves SLA commitments per market to ensure effectiveness and efficiency of CS, Sales, and Client Operations operations.
  • Manages BPO provider contracts and deliverables.
  • Accountable for operational glide paths and action plans focused on enhancing customer and agent experience.
  • Drives process improvement initiatives within the operation and collaboratively with other areas.
  • Ensures scalability of CS, Sales, and Client Operations by syncing organizational goals with functional strategy and converting strategic goals into practical action plans.
  • Defines success criteria (goals & KPIs) on a functional level and monitors functional performance vs targets & strategy.
  • Strives for service innovation by analyzing competitors and staying up-to-date with industry trends.
  • 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).
  • Connects all operational leads and ensures alignment in SOP, also peer and different functions alignment and smooth co-operation.
  • Ensures effective interactions & alignment with different stakeholders at any level, using a long-term strategic perspective.
  • Creates a high-performing team by ensuring that all direct reports have SMART objectives, and development plans and receive continuous feedback.
  • Inspires others and nurtures commitment to Kaizens vision, values, purpose, and direction.
Requirements
  • At least 10 years of experience in a relative position in operations management (internal and/or outsourced) using Lean Six Sigma methodology and tools such as: DMAIC; Histogram; Ishikawa; Pareto chart; among others.
  • Solid experience in managing, motivating, and developing high-performing individuals and large-scale, diverse teams.
  • Superb organizational, communication, and interpersonal skills.
  • Proven track record of analytical skills combined with effective decision-making capability.
  • Passionate about operations, with a data-driven approach and the ability to succeed in a dynamic environment.
  • Available to travel as the role requires occasional face-to-face meetings with colleagues or to visit partners and/or 3rd parties.
  • Fluent English.

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