Continuous Improvement Coordinator

Description

Hey, come meet Gobrax! Today, we are the best company in Latin America for managing connected fleets and aim to become the best in the world. At Gobrax, we are driven by customer obsession, act with attitude, simplicity, and speed, always guided by data and the power of sharing. ✨ **Your mission at Gobrax:** Lead the structuring of the Gobrax customer journey, map critical post\-sales processes, identify issues impacting customer experience, and coordinate continuous improvement plans focused on efficiency, retention, CHS, churn reduction, and perceived value generation. **Your day\-to\-day responsibilities:** * Map the end\-to\-end customer journey: sales, implementation, installation, onboarding, support, training, customer success, logistics, finance, churn, and expansion; * Identify pain points, rework, delays, communication failures, and processes lacking clear ownership; * Create and maintain process flows, SLAs, RACI charts, playbooks, and cross\-functional operational standards; * Lead continuous improvement projects using Lean, Six Sigma, PDCA, Kaizen, or similar methodologies; * Act as PMO for strategic After\-Sales action plans, ensuring deadlines, accountability, status tracking, and expected impact; * Connect operational metrics with customer metrics: CHS, NPS, CSAT, CES, churn, retention, resolution time, FCR, SLA, and rework; * Support managers in building visual management routines and executive dashboards; * Facilitate internal workshops on journey mapping, root cause analysis, and process improvement; * Measure the financial impact of major deviations: time lost, rework, cancellations, discounts, revenue loss, and low adoption; * Ensure improvements move beyond diagnosis into practical execution with governance. **What we’re looking for:** **Education:** Bachelor’s degree completed in Business Administration, Production Engineering, Process Management, Quality Management, Information Systems, Business, Customer Experience, or related fields. **Knowledge and Skills:** * Experience in continuous improvement, process mapping, customer journey, CX, project management, or PMO; * Knowledge of methodologies such as Lean, Six Sigma, PDCA, Kaizen, root cause analysis, or similar; * Ability to structure processes, SLAs, operational workflows, RACI charts, playbooks, and governance routines; * Analytical mindset to connect operational metrics with customer experience, retention, churn, and efficiency; * Ability to facilitate meetings, workshops, cross\-functional alignment sessions, and action plans focused on execution; * Strong communication, organization, initiative, and ability to translate diagnostics into practical actions; * Ease working across diverse teams including Customer Success, Support, Training, Logistics, Finance, Sales, and Technology. **Nice\-to\-have (not required):** * Experience in technology companies, SaaS, telematics, logistics, transportation, fleet management, or B2B operations; * Familiarity with dashboard tools, project management software, BI platforms, CRM systems, or customer service platforms; * Certifications such as Lean Six Sigma, PMP, Scrum, CX, or courses related to process improvement and customer experience; * Hands\-on experience with metrics such as NPS, CSAT, CES, SLA, FCR, churn, retention, resolution time, and rework **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 well\-being content. **️ SESC Membership** 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 every Friday** **Our Culture** At Gobrax, we are driven by customer obsession, always striving to deliver value and delight—simply and efficiently. We act with attitude, responsibility, and initiative—no excuses—and with courage to make things happen. We don’t overcomplicate. Here, things are resolved lightly, objectively, and transparently. We are guided by data, which directs our choices and decisions, always seeking the best solutions. We value intentional speed—acting quickly, yet with focus and clarity on the impact of our work. 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, all voices are heard, victories celebrated, and growth shared. We lead by example, celebrate each person’s success, and never stop learning. Come be a **Gobraxer**!