Operational Excellence Lead - LATAM Monetization Strategy & Operations - São Paulo

on. Assess current organizational processes and identify areas for improvement.

• Collaborate with other departments, such as the CRM team, Finance, Tax, Legal and others, to understand pain points. Lead cross-functional teams to redesign and streamline processes for enhanced efficiency and effectiveness.
• Stay informed about best practices, by working with cross-functional global partners, to incorporate improvements into the ticket support system. Implement best practices and industry standards to optimize workflows.

2. Strategic Thinking:

• Collaborate with senior leadership to align process improvements with overall business strategy.
• Analyze market trends and competitor strategies to inform and enhance the organization's strategic initiatives.
• Develop and execute strategic plans that align with the company's long-term goals.

3. Team Coordination:

• Assign and prioritize projects based on their urgency and complexity, ensuring a balanced workload for team members.
• Provide guidance and support to team members, offering insights into complex issues and facilitating knowledge sharing.

4. Performance Monitoring:

• Regularly review key performance indicators (KPIs) related to Help Desk Metrics, including resolution times, adaptability, customer satisfaction, and other relevant data metrics to measure productivity and efficiency around established processes/systems.
• Identify trends or patterns in supporting data and take proactive measures to address any emerging issues, to proactively work on resolutions with XFN Leaders across Latam.
• Revise, Design & Implement strategies to improve team efficiency and effectiveness.

5. Feedback, Documentation and Trainings:

• Provide constructive feedback to support analysts on their communication skills, issue resolution techniques, and implementation of the support processes.
• Produce SOP documents to enable sales on a self service process adaptation. Ex: FAQs docs, new SOP process, etc.
• Implement training programs or refresher courses for sales, and team members as needed to enhance the team's skills and knowledge.

Qualifications

Minimum Qualifications

• 5+ years of experience working in a support function;
• Bachelor degree is a minimum, preferably in a quantitative field, like industrial engineering;
• Ability and appetite to learn quickly and meet tight deadlines without sacrificing output quality, and evaluate problems from multiple perspectives and apply critical thinking skills;
• Strong communication, interpersonal, and presentation skills and a "can do" attitude;
• Ability to prioritize multiple projects and tasks and manage time effectively;
• Proficiency in Microsoft Office and G Suite;
• Sales CRM platforms experience: Order Management Systems and Ads Platforms.

Preferred Qualifications

• 3+ years of experience managing a ticket system;
• Proven record of challenging the status quo, intellectual curiosity, and a desire to consistently improve oneself.