Description: To excel in this role, you need: * Completed higher education (Business Administration, Engineering, Communications or related fields); * Proven experience managing customer service areas (contact center / customer relations / CX) with large teams; * Knowledge of CRM tools, chatbots, and omnichannel platforms; * Track record of implementing automations, bots, conversational AI, and process improvements; * Experience in high-volume operations requiring standardization and scalability; * Knowledge of performance metrics management (SLA, AHT, CSAT, NPS) and continuous improvement methodologies; * Experience leading leaders and large operational teams. It would be great if you also have... * Certifications or knowledge in Customer Success (CS) and Customer Experience (CX); * Experience in digital transformation and service automation projects; * Experience in B2B service companies or operations involving vendors/third parties. Attitudes and behaviors that make all the difference: * Inspirational leadership, with the ability to mobilize large teams and create a sense of purpose; * Data-driven orientation and critical thinking for metric analysis and decision-making; * Innovative, pragmatic profile focused on operational efficiency and user experience; * Ability to navigate between strategic and operational levels with a scalable vision; * Excellent communication, relationship-building, and influence with partner departments and management. What will you do in your day-to-day? * Lead the Vendor Support area, ensuring quality, speed, and high satisfaction in service (voice, chat, and tickets). * Standardize processes and ensure accurate, scalable communications. * Monitor performance metrics and implement continuous improvements. * Identify root causes and reduce recurring interactions. * Lead automation projects and AI solutions (chatbots and virtual assistants). * Manage and develop a team of over 60 people. * Structure training programs and strengthen a culture of service excellence. * Collaborate with CS, CX, Operations, and Technology teams for integrated customer journeys. * Support initiatives aimed at improving vendor and corporate customer experiences. * Ensure operational efficiency and cost optimization. 2511190202461876387