Description: Apply quickly via email: Requirements and Qualifications: Mandatory Requirements Technical Requirements * Proven experience managing operations in agencies/performance/direct response. * Expertise in designing and improving processes (SOPs, playbooks, workflows). * People management and leadership experience with a track record of scaling teams. * Knowledge of operational metrics (SLA, NPS, churn, productivity, margin). * Experience developing or refining onboarding and ramp-up processes for teams in collaboration with HR. * Advanced proficiency in project and operations management tools, especially: * ClickUp (mandatory / primary) or equivalents (Asana, Monday, Notion, Trello, etc.) Ability to structure the following within the tool: * Squads and their queues * SLAs and priorities * Monitoring routines * Dashboards and KPIs * Automations and templates Profile Requirements * Proven experience managing operations in agencies/performance. * Expertise in designing and improving processes (SOPs, playbooks, workflows). * People management and leadership experience with a track record of scaling teams. * Knowledge of operational metrics (SLA, NPS, churn, productivity, margin). * Experience developing or refining onboarding and ramp-up processes for teams in collaboration with HR or people leadership. * Hands-on experience with project/operations management tools. Expected Soft Skills * Clear and collaborative communication with HR and leadership. * Leadership combining discipline and human-centered care. * Analytical, data-driven mindset. * Proactivity and ownership mentality. * Ability to resolve crises calmly and effectively. Ideal Behavioral Profile * Scale operator: thrives on routine, standards, and efficiency. * Strong ability to read people and organizational culture. * Zero tolerance for operational mediocrity. * Enjoys working closely with HR to develop teams, correct course, and strengthen management. * Hands-on execution with strategic vision. Desirable: Preferred Requirements * Experience with V4 model/squads/playbooks. * Practical knowledge of direct response funnels. * Hands-on experience with OKRs/team-level goals. * Experience structuring training pathways. * Active participation in recruitment/team building alongside HR. Responsibilities and Duties: Goals and Expectations (including HR) * Operational efficiency: less rework, fewer delays, greater standardization. * Robust, well-documented processes, continuously reviewed. * High-performing team executing with healthy management rituals. Effective Onboarding (joint goal with HR): * Reduce ramp-up time * Accelerate time to autonomy * Minimize errors in the first cycle * Retention and performance linked to operations: reduce internal churn caused by operational/management failures. * Healthy scaling: grow with predictability and margin. Key Challenges of the Role * Scaling operations without compromising quality or culture. * Standardizing delivery without sacrificing agility. * Building a strong onboarding process jointly with HR to avoid learning in chaos. * Transforming tacit knowledge into actionable, real-world playbooks. * Managing multiple teams/accounts simultaneously without becoming a bottleneck. * Maintaining healthy, productive teams through close collaboration with HR on culture, performance, and retention. * Implementing data-driven management in a dynamic environment. Benefits: Flexibility and autonomy to work from anywhere (remote), relaxed and challenging environment, Career Development Plan, Onboarding Program, Flexible Working Hours, Performance Bonuses, Training, Delivery-Based Bonuses, Internal Trainings and Workshops, Recognition Initiatives, Engagement Activities, Flexible Schedule, 100% Remote Work Work Schedule: CONTRACT TYPE: PJ COMPENSATION: R$ 8,000.00 monthly base + career development plan with realistic path to becoming Head of Operations HIRING PROCESS STEPS: Screening > HR Interview > Practical Test > Manager Interview > HIRED! Required Knowledge: Education: Bachelor’s degree in Business Administration (Administrative), Engineering — completed Technical Skills: ClickUp, Project Management, Power BI Behavioral Skills: Commitment, Communication, Proactivity 2512110202491912795