CS Ops Analyst III

Description

Job Summary: Lead the strategy and governance of Customer Success Operations, defining data and technology architecture to drive customer obsession and the goal of becoming the best in the world. Key Highlights: 1. Lead data and technology strategy and governance for Customer Success with high autonomy. 2. Serve as a strategic advisor to CS leadership, proposing operational efficiencies. 3. End-to-end lead CS Ops projects, ensuring value delivery. Hey, come meet Gobrax! Today, we are the top fleet management company for connected fleets in Latin America—and we aim to become the best in the world. At Gobrax, we are driven by customer obsession, act with attitude, simplicity, and speed, and are always guided by data and the power of sharing. ✨ **Your Mission at Gobrax:** Be the person responsible for leading the strategy and governance of Customer Success Operations, defining the data and technology architecture that support customer obsession and Gobrax’s goal of becoming the best in the world. Act as a mentor and champion for talent development. **Your Day-to-Day Responsibilities:** Define data policies and compliance standards. Evaluate new technologies and tools. Present strategic insights to leadership. Plan and execute integration of new data sources. Lead by example, ensuring a data-driven culture is practiced and that Junior and Mid-level colleagues grow in their careers. * Operate with high autonomy, defining the data governance strategy and technological architecture for CS; * Seek alignment or executive leadership approval only for critical decisions involving significant investment or substantial allocation of team resources; * Serve as a strategic advisor to CS leadership, proposing new efficiency levers and data-driven predictive models; * Lead the end-to-end CS Ops project roadmap, managing stakeholders and ensuring value delivery; * Develop medium-complexity optimization projects involving CS, Sales, and Marketing, ensuring operational efficiency across the entire customer journey (implementation, onboarding, adoption, ongoing engagement, and expansion); * Conduct in-depth analyses of the customer lifecycle and translate insights into process improvements; Map bottlenecks in the revenue cycle (Active Customer * Expansion) and propose integrated solutions to increase conversion, engagement, and lifetime value; * Build and maintain executive and operational dashboards, ensuring visibility into metrics such as revenue predictability, churn, expansion, operational capacity, and pipeline efficiency. **What We’re Looking For:** **Education:** Bachelor’s degree completed in STEM or Business fields, with relevant postgraduate studies or specializations (e.g., Business Intelligence, Project Management, Data Science). **Knowledge and Skills:** * Proven experience in Customer Success Operations or Strategic Operations roles; * Minimum 5 years of experience in CS Ops, Analytics, or Business Systems/Data Architecture roles; * Demonstrated experience designing and implementing large-scale CRM/CSM system architecture and data governance; * Track record of technical and strategic leadership on complex projects with direct impact on company financial results; * Experience in data architecture and systems modeling (CSM, CRM); * Proficiency in SQL, Business Intelligence (BI) tools, and preferably Python or R for data analysis; * Sharp business acumen to connect CS operations with company financial outcomes. **Gobrax Benefits** **Flexible Benefits — Caju** Flexible allowance + meal voucher on a single card. Bonus upon achievement of goals. **Health Insurance — Unimed** Affordable monthly premium + co-payment. **Dental Insurance — DentalUni** Affordable monthly premium and extensive network of accredited providers. **Transportation Voucher** *or* **Fuel Reimbursement** (option with 6% payroll deduction) **WellHub (Gympass)** Access to wellness platform, gyms, and health services. **Zenklub** Emotional wellness platform offering psychological support and wellbeing content. **SESC Agreement** Discounts and benefits across multiple units and services. **Gobrax Academy** Learning paths for technical, behavioral, and leadership development. **Extended Maternity and Paternity Leave** **Life Insurance — MetLife** **Fresh fruit during work hours** **Happy Hour on Fridays** **Our Culture** At Gobrax, we are driven by customer obsession—we strive to deliver value and delight customers in simple, efficient ways. We act with attitude, responsibility, and ownership—no excuses, with courage to make things happen. We don’t overcomplicate. Here, things are resolved lightly, objectively, and transparently. We are guided by data, which informs our choices and decisions—always seeking the best solutions. We value intentional speed: acting fast, yet with focus and clarity on the impact of our actions. We believe sharing accelerates progress—knowledge, feedback, learnings, and achievements are part of our collective journey. We cherish a healthy, welcoming environment built on genuine relationships. Here, every voice is heard; we celebrate victories and grow together. We lead by example, rejoice in each person’s success, and never stop learning. Come be a **Gobraxer**!