Operations Manager.

Department: Operations
Position Type: Hybrid in Sao Paulo
Reports to: Country Manager
 

The Operations Manager plays a pivotal role in driving operational excellence across all areas of the business in Brazil. This position is responsible for ensuring that the company has the necessary resources, processes, and strategies in place to function efficiently and scale effectively.

We are looking for a dynamic and results-driven leader who thrives in a fast-paced, high-growth environment. The ideal candidate is forward-thinking, proactive, and takes ownership of challenges, always seeking to optimize and enhance operations. They must have a problem-solving mindset, the ability to identify inefficiencies, and the drive to implement strategic solutions that improve performance.

This role requires someone with strong leadership skills, excellent business acumen, and the ability to coordinate multiple departments while maintaining high operational standards. The ideal candidate will be comfortable making data-driven decisions, adapting to evolving business needs, and fostering a culture of continuous improvement.
 

Key Responsibilities

Strategic Planning & Execution

• Work closely with the Head of Operations LatAm and Brazil Country Manager to develop and execute strategic operational initiatives.
• Continuously analyze business operations, identify bottlenecks, and proactively implement solutions that improve efficiency and scalability.
• Take ownership of cross-functional projects, ensuring alignment with broader business objectives and long-term growth plans.
• Lead initiatives to streamline processes, reduce costs, and enhance operational effectiveness.

Operational Efficiency & Process Optimization

• Oversee the day-to-day running of business operations, ensuring that all processes are running smoothly, efficiently, and effectively.
• Evaluate current operational procedures and actively seek opportunities for improvement, implementing new workflows where necessary.
• Develop and implement best practices that drive productivity and reduce inefficiencies across departments.
• Act as a problem solver—anticipate operational challenges and develop innovative solutions before they impact the business.

Customer Experience & Service Excellence

• Lead and refine customer support operations to enhance satisfaction, retention, and brand reputation.
• Establish and monitor key performance indicators (KPIs) to measure the effectiveness of customer service teams, ensuring an outstanding experience.
• Work cross-functionally with customer-facing teams to ensure the company delivers best-in-class service and quickly resolves pain points.

Policy Development & Compliance

• Develop, implement, and oversee company policies and operational guidelines to ensure business continuity and legal compliance.
• Ensure full adherence to Brazilian regulatory and legal requirements, keeping the company ahead of any legislative changes.
• Establish internal auditing procedures to mitigate risks and ensure transparency in all operational processes.

Vendor & Stakeholder Management

• Build and maintain strong relationships with external partners, vendors, and suppliers, ensuring service agreements align with business objectives.
• Negotiate contracts, evaluate supplier performance, and ensure vendor partnerships drive cost-effective and high-quality outcomes.

Data-Driven Decision Making

• Gather, analyze, and interpret operational data and performance metrics, providing leadership with actionable insights.
• Implement data-backed strategies that improve efficiency, optimize costs, and drive sustainable growth.
• Develop a culture of continuous improvement, where decisions are made based on analytical findings and measurable outcomes.

What We’re Looking For

Required Experience & Skills

• Proven experience as an Operations Manager or in a similar leadership role within a fast-paced business environment.
• Strong leadership and organizational skills, with the ability to manage multiple stakeholders and projects simultaneously.
• Exceptional problem-solving and analytical abilities—someone who thrives on finding solutions, optimizing workflows, and eliminating inefficiencies.
• Forward-thinking mindset with a go-getter attitude, willing to take initiative and drive change.
• Excellent communication and interpersonal skills, capable of working with senior leadership and cross-functional teams.
• Strong business acumen and a deep understanding of key operational drivers, KPIs, and industry best practices.
• Solid knowledge of Brazilian regulatory procedures and legal compliance.
• Proficiency in Microsoft Office, Google Suite, and data analysis tools.