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

- 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.

Client-provided location(s): São Paulo, Brazil

Job ID: TikTok-7576801199950694661

Employment Type: OTHER

Posted: 2025-11-26T20:28:56