Job Summary: Professional to monitor and manage the B2B repair backlog, addressing outliers, providing feedback, escalating critical situations, and structuring action plans, ensuring SLA compliance. Key Highlights: 1. Strategic involvement in backlog control and B2B repair management 2. Focus on continuous process improvement and customer satisfaction 3. Opportunity to impact digital inclusion in Brazil We are Alloha Fibra, Brazil’s largest independent fiber-optic group. A connected, united team passionate about technology and transformation, bringing high-speed internet to every corner of the country. We believe in the power of digital inclusion and a better future. That’s why we seek talents like you—people who dream big and want to make a difference! **Responsibilities and Duties** **B2B Repair Backlog Control:** * Monitoring and prioritizing B2B customer repair requests, ensuring processes are fulfilled within established deadlines. * Tracking pending activities, with focus on backlog reduction and resolution within SLA agreements. **Outlier Management:** * Identification and management of out-of-the-ordinary cases (outliers), such as activities deviating from standard timeframes or complexity levels. * Development of corrective actions to resolve these cases and minimize operational impact. **Feedback to Operations Team:** * Providing ongoing feedback to the operations team, focusing on process improvement, communication, and performance. * Preparing periodic reports for analysis and decision-making. **Escalation and Meetings with Critical Customers:** * Escalating critical situations to senior management, ensuring issues are resolved swiftly and efficiently. * Conducting periodic meetings with critical customers, presenting status updates, resolutions, and necessary alignments to improve satisfaction and agreement compliance. **Action Plan Structuring:** * Developing action plans to resolve recurring issues and optimize the repair and service delivery process. * Monitoring action plan execution and ensuring planned results are achieved. **Guaranteeing Compliance with Contracted SLA during Technical Visits:** * Monitoring compliance with SLAs agreed upon with customers during technical visits. * Implementing measures to ensure all visits are conducted according to contracted timeframes and procedures. **Requirements and Qualifications** * Bachelor’s degree in **Engineering, Networks/Telecom, IT, Administration, Process/Operations Management**, or related fields. * Courses in **Operations Management / Service Delivery / B2B Customer Success** (preferred). * Experience in B2B relationship management and operations. * **Continuous Improvement** (preferred): **Lean / Six Sigma (Yellow/Green Belt)**. * **Dashboards and BI**: **Power BI** (basic reading and creation), data extractions and indicator-based analysis. * Strong experience in **backlog control**, prioritization, and execution cadence (daily/weekly routine). * **Operational Data Analysis**: interpreting indicators (SLA, aging, lead time, productivity, recurrence, reopens, TME/TMA where applicable) and making evidence-based decisions. **Additional Information** * Health insurance * Dental insurance * Meal allowance * Life insurance * Transportation allowance * Giga Inclusão – PCD dependents assistance * Total Pass * Birthday day off * Extended maternity leave (180 days) and paternity leave (20 days) * Psicologia Viva (if enrolled in Amil health plan) * E-learning platform on the Intranet * Tour House: 5% to 12% discounts on airfare purchases, hotel reservations, and car rentals. * Movida: 10% discount applied to daily rental rate Samsung Partnership Portal * With the purpose of **connecting people, ideas, and businesses while promoting digital and social inclusion in Brazil**, Alloha Fibra is today the largest independent fiber-optic group in the country. This is possible thanks to our team of 5,000 professionals committed to **quality and excellence** in everything we do—always focused on delivering the best products, services, and support. **We value diversity**, reflected in our employees and customers across all their regional and social dimensions—since we operate in 864 cities across 22 Brazilian states, with a network spanning over 140,000 kilometers of fiber-optic cable and 1.6 million subscribers. Here, you’ll find one single team, working **interconnectedly**, focused on **always doing the right thing**. Honesty, integrity, transparency, and ethics define our culture—the Alloha Way—which transforms our environment into a collaborative, responsible space for people and business sustainability. For more information, visit https://alloha.com/