Job Summary: Lead real-time operations, manage performance metrics, analyze results, and develop people to ensure excellence in customer experience. Key Highlights: 1. Lead challenging, dynamic, and innovative projects. 2. Foster a workplace environment characterized by entrepreneurial energy and collaboration. 3. Be part of a company that values learning and growth. At Mercado Livre, we are democratizing commerce and financial services to transform people's lives across Latin America. Join us in this mission! In Customer Experience, we inspire trust in our users by delivering extraordinary experiences. We connect emotionally in every interaction, offering solutions and exceeding expectations across multiple support channels. To achieve this, we plan our operational capacity, design support models, monitor performance, and manage our teams’ knowledge—all with a focus on generating a positive impact on the experiences of millions of people, learning from the e-commerce and fintech world within a challenging and fun work environment! **We’re looking for people who:** * Embody entrepreneurial energy: driven by curiosity, never giving up, and focused on surpassing their own limits. * Give their best because they love working with commitment and dedication. * View change as opportunity and learn from their mistakes. * Prioritize excellence and execution in everything they do. * Promote a positive atmosphere, joy, and fun. * Know how to build together with others and enjoy working as a team. Imagine leading challenging, dynamic, and innovative projects, **and being responsible for:** * Leading real-time operations, monitoring daily workflow to ensure goal attainment and immediately correcting deviations. * Managing performance metrics, ensuring the team meets customer experience, technical efficiency, and quality objectives. * Analyzing results using performance tools, identifying improvement opportunities, and guiding operations toward necessary adjustments. * Developing people agilely, applying instruction and coaching techniques to build individual action plans focused on performance improvement. * Executing monitoring and auditing routines, conducting weekly call reviews to identify areas for improvement in the customer experience delivered. **Requirements:** * Bachelor’s degree completed in Business Administration, Data Science, Engineering, or related fields. * Knowledge and experience in people management, metrics management, and operations management. * Proficiency with Google Workspace tools (Sheets, Docs, Slides) and Artificial Intelligence. * Experience with data analysis tools such as Tableau and Looker is desirable. **We offer you:** * The opportunity to join an entrepreneurial company where we love thinking big and long-term. * The chance to take ownership of your development in an environment full of opportunities, learning, growth, expansion, and challenging projects. * The chance to collaborate and learn alongside exceptional professionals and experts. * An excellent work environment, equipped with everything you need to have a great experience. :) Mercado Livre does not contact candidates offering job opportunities in exchange for payment. All open positions are available on our careers website. If you receive any request for money, please be cautious! ,
João Silva
Indeed · HR
João Silva
Indeed · HR
