Operations Coordinator

Description

**Job Mission** Ensure excellence in the post-sales experience by translating CSA strategy into operations — with engaged teams, healthy metrics, and customers who renew, recommend, and grow with us. **About the Position** The Operations Coordinator is the bridge between the Support and Advisory Center’s strategy and the daily execution that delivers results. This role leads two critical post-sales functions — Technical Support and Training Management — combining people management, metric analysis, and process-oriented thinking. We seek someone who balances operational discipline with human sensitivity: one who reads the numbers without losing sight of team morale, and who leads people with clarity of purpose and consistent delivery. **Key Responsibilities** Operational and Results Management * Plan, organize, and distribute tasks and priorities across teams, ensuring rhythm and focus. * Monitor and ensure achievement of KPIs for areas under management (productivity, SLA, * CSAT/NPS, resolution rate, service quality, training metrics). * Monitor individual and collective productivity, translating data into decisions and action plans. * Ensure adherence to deadlines, SLAs, and company quality standards. * Prepare managerial reports and present results to management, including critical analyses and concrete proposals. * Identify bottlenecks, redesign workflows, and implement continuous improvements in processes and tools. * Uphold standardization and evolution of processes aligned with internal methodologies (BPM, ISO, PDCA). Leadership and People Development * Maintain close, transparent, and collaborative relationships with direct reports, aligned with company values. * Conduct structured 1:1 meetings with active listening and a focus on development. * Provide frequent, specific, and constructive feedback — both recognition and improvement-oriented. * Identify performance gaps and co-create IDPs (Individual Development Plans) and career paths with each direct report. * Mediate conflicts fairly, promoting a culture of dialogue and accountability. * Engage the team around the CSA’s purpose, reinforcing culture, care, and ownership mindset. * Support management in recruitment, onboarding, and retention initiatives. Requirements: **Technical Knowledge** * Technical support and customer service operations. * Management of in-person training (logistics, instructor accreditation, delivery quality). * Helpdesk tools (Zendesk, Freshdesk or similar). * ClickUp (or equivalent tools) for task and advisory workflow management. * Data analysis using spreadsheets and dashboards (Excel/Sheets, Power BI or similar). * Process management and continuous improvement methodologies. * LMS (preferred) **Education** * Bachelor’s degree in Administration, Production Engineering, Quality Management, IT, or related fields. * Postgraduate specialization in People Management or related area (preferred) * Proven experience managing metrics, goals, and productivity. * Experience in B2B environments and/or educational technology (preferred) Benefits **Environment and Well-being** * Monthly birthday celebrations * Internal marketing initiatives * Relaxed environment, no dress code * Fresh fruits replenished weekly * Fully stocked fridge with coconut water, soft drinks, alcoholic and non-alcoholic beverages * Coffee machine offering traditional and specialty coffees * B.blend machine featuring a variety of beverages (sparkling water, coffees, teas, soft drinks, juices, hot chocolates, and energy drinks) * Happy Hour every Friday starting at 5:00 PM, fostering team integration **️ Food and Transportation** * Meal Allowance (Caju): BRL 36.14 per day * Transportation Benefit (Blumob) or Fuel Allowance (Caju): BRL 11.00 per day * Important: Meal and transportation/fuel benefits are non-taxable and not deducted from payroll **Health and Quality of Life** * SESC membership: access to gyms, cultural activities, leisure, courses, workshops, medical and dental care * Partnership with fitness centers offering special discounts * Discount on online therapy sessions with a partner psychologist **Growth and Development** * Career development plan with growth opportunities * Education assistance: 50% cost coverage * Access to e-learning platforms for professional development