Operations Coordinator - CSX

Description

Job Summary: Coordinate the Customer Success team's strategy, ensuring productivity, governance, and scalability—with an emphasis on cross-functional leadership and AI-powered innovation. Key Highlights: 1. Strategic leadership of the Customer Success team 2. Focus on AI-driven innovation and process optimization 3. Management of complex projects and cross-functional teams **About the Role** impulseup is an HR tech startup founded in 2018. With an exceptional team of people specialists and an intuitive, easy-to-use performance management platform, we transform how organizations manage their people—making it agile and effective. We believe company growth stems from employee development and performance management. **Our Values:** * We act as one * We care for people * We focus on customer success * We continuously evolve * We drive results We are seeking a candidate for the **Operations Coordination** role. This position serves as the strategic engine of our **Customer Success** team. You will be responsible for ensuring **productivity, governance, and scalability**, leading the Enablement, CS Ops, CS Insights, and CSMKT analyst teams. We seek a leader with strong analytical capabilities, able to lead AI-powered projects and ensure our operations remain fully aligned with the company’s strategy and OKRs. If you’re an operations strategist who thrives on transforming challenges into scalable processes, we want you! Join us and become an upper! **Responsibilities:** * **Cross-functional leadership:** Coordinate and develop the support team (Enablement, Ops, Insights, and CSMKT), ensuring synergy across functions; * **Strategy and OKRs:** Identify needs for new projects and initiatives based on the company’s strategic goals, translating them into actionable plans and clear objectives for leadership; * **Governance and scalability:** Establish governance processes for tools, licenses, and contact channels, ensuring high-quality data for strategic decision-making; * **AI-driven innovation:** Lead AI implementation projects in CSX focused on operational efficiency gains, customer behavior prediction, and CS process automation; * **PMO perspective:** Manage schedules, project plans, and stakeholder communication using agile methodologies to ensure delivery of cross-functional projects; * **Customer Insights:** Build the data intelligence function, delivering analytical reports with actionable plans for management; * **Stack optimization:** Lead restructuring and migration of platforms used by the CX/CS team, focusing on improving core departmental metrics. Requirements: **Requirements:** **Required education:** Bachelor’s degree in Engineering, Business Administration, Technology, Economics, or related fields. * **Operations experience** (Revenue Ops, CS Ops, or Sales Ops) in SaaS or scale-up environments; * **Highly analytical profile:** Ability to manipulate data (SQL, advanced Excel) to generate strategic insights; * Experience managing complex projects and governing processes; * Ability and experience coordinating squads or cross-functional teams, emphasizing autonomy and scope clarity. * Ability to implement automations and workflows using AI tools (e.g., chatbots, task automation, data analysis) * Experience managing tools (stack) and optimizing operational costs * Proficiency in CRM systems, CS platforms, and BI software. **Preferred Qualifications:** * Experience facilitating Voice of Customer or Customer Insights committees; * Certifications in Agile methodologies (Scrum, Kanban) or Project Management (PMP/PMO); * Experience restructuring customer service platforms and digital channels (e.g., WhatsApp, chatbots). Benefits **What We Offer:** Variable compensation based on goal achievement (up to 1 monthly salary per quarter); Development allowance: 2 hours weekly during work hours for study, recurring feedback, and quarterly performance reviews; Flexible benefit card for meals and food (Cartão Caju); Unimed health and dental insurance—up to 60% coverage; * Flexible working hours; Remote work; Home office allowance (Cartão Caju); Birthday and work anniversary time off; Maternity, paternity, bereavement, and wedding leave; Childcare assistance; ️ Wellhub; Conexa Saúde; Life insurance. **Working Hours:** 40 hours/week, Monday to Friday.