Senior Agile Master

Description

The Customer Experience and Digital Channels area is responsible for the governance and evolution of digital journeys across IVR, WhatsApp, and Chatbot, operating cross-functionally with the Company's business verticals (Insurance, Bank, Health, and Services). Our focus lies on continuously enhancing customer experience, operational efficiency, and sustaining digital deliveries through integrated collaboration among Product, Operations, Technology, and partner areas. The Agile Master will act as a strategic facilitator for Porto Serviços squads' operations, promoting organization, governance, execution fluidity, and continuous improvement; supporting capacity management, prioritization, and delivery tracking; and strengthening agile maturity and cross-team integration. This role will collaborate closely with the Product Manager, Product Owners, UX Writers, Process Analysts, Technology, and business areas in a dynamic environment characterized by multiple concurrent demands and strong executive interaction. **Responsibilities and Assignments** * Facilitate agile ceremonies (daily stand-ups, planning, review, retrospective, and backlog refinement), ensuring cadence, organization, effectiveness, and continuous evolution of team practices; * Identify, address, and escalate impediments impacting execution, quality, predictability, or squad performance; * Monitor team progress using agile metrics and indicators (lead time, throughput, burndown, capacity, story points), promoting visibility, predictability, and decision-making support; * Manage time-tracking (team hours consumption) and support budgetary control, promoting cost visibility, identifying deviations, and supporting leadership decision-making; * Partner with Product Owners and technical leaders to align priorities, plan deliveries, define acceptance criteria, and support the evolution of digital journeys; * Act as a mentor to foster team autonomy and self-management, shielding the team from external interference and developing squad agile maturity—acting as a facilitator and supporting teams’ continuous development; * Serve as a reference for Agile Frameworks, Scaling Frameworks, and Porto’s Agile Playbook; * Support risk, dependency, and cross-project impact tracking, ensuring clear communication and alignment among involved areas; * Be a reference in agile practices, management frameworks, and continuous improvement, supporting the dissemination of agile culture; * Promote innovation by bringing market solutions to our challenges, simplifying processes and increasing customer satisfaction; * Operate in a highly complex environment with multiple simultaneous demands; * Ensure delivery organization, prioritization, and predictability; * Strengthen agile governance and squad maturity; * Manage risks, dependencies, capacity, and stakeholder alignment; * Support the evolution of processes and structuring topics. **Requirements and Qualifications** * Completed undergraduate degree; * Prior experience as an Agile Master, Scrum Master, or in related roles focused on agility, squad management, and digital transformation; * Solid knowledge of agile methodologies and frameworks, such as Scrum and Kanban; * Experience in operational squad management, including capacity tracking, hour allocation, demand planning, and prioritization; * Knowledge of project management and initiative tracking, considering scope, timelines, risks, dependencies, and execution; * Familiarity with tools such as Jira, Confluence, Miro, and managerial dashboards; * Analytical capability and experience monitoring operational and agile metrics; * Strong communication, facilitation, and cross-functional articulation skills across technical, product, operations, and executive stakeholder areas; * Organized, proactive profile with strong ability to manage multiple simultaneous demands; * Conflict resolution, negotiation, and alignment facilitation skills across teams and partner areas; * Experience working with multidisciplinary teams in dynamic, high-complexity environments; * Experience in digital channel environments, preferably with IVR, WhatsApp, chatbot, mobile applications, or digital customer service. **Additional Information** **Work Location:** Barra Funda – São Paulo **Work Model:** Fixed Presence — 4 days per week onsite and 1 day per week remote (home office) **Business Hours:** Standard business hours **Work Schedule:** 5x2 — Monday to Friday **Daily Workload:** 8 hours + 1 hour 15 minutes lunch break **Benefits:** **Flexible Meal and Food Allowance;** **Health Insurance Plan;** **Dental Insurance Plan;** **Wellhub and TotalPass;** **Exclusive Bio Ritmo Gym for Employees:** located at the Matriz Complex; **Profit Sharing Program (PLR);** **Stock Ownership Program: Porto em Ação:** complementary to PLR until 2025; **Sand Courts and Multipurpose Courts:** located at the Matriz Complex; **Transportation Allowance;** **Van Transportation Services:** available at major access stations to Porto (Luz, Barra Funda, Santa Cecília, and Júlio Prestes); **Extended Parental Leave:** up to 40 days for all family configurations; **Extended Maternity Leave:** 6 months; **Medical Clinic with Specialties:** located at both Matriz and Barra Funda complexes; **Childcare or Babysitter Assistance;** **Life Insurance;** **Private Pension Plan — PortoPrev;** **Discounts on Products and Services;** **Tuition Reimbursement Program:** reimbursement for undergraduate, graduate, or MBA studies; **Monthly Running Events:** subsidy for major street races in São Paulo; **Language Learning Reimbursement (English or Spanish);** **Teatro Porto:** exclusive movie sessions for employees; **Library;** **Rest Room:** located at the Matriz Complex; **Game Room:** located at the Matriz Complex; **Massage and Podiatry Services:** located at the Matriz Complex; **Work Location:** Onsite (We operate hybrid models, which will be discussed during the selection process); Porto is far more than an insurance company: it is a vast ecosystem leveraging technology to create solutions across four business verticals: **Porto Bank, Porto Saúde, Porto Seguro, and Porto Serviços**. The reputation and recognition earned over more than seven decades underscore Porto’s scale — a business benchmark built by and for people. Here, 13,000 employees proudly embody **the pride of being part of a solid, ethical organization** that **transforms dreams into extraordinary realities** for our 15.8 million+ customers. We operate through over 101 branches and regional offices nationwide. Learning is embedded in our DNA, and here you’ll find **incentives, tools, and supportive colleagues to learn and grow every day**, in an inclusive, safe environment where everyone can be themselves and take pride in who they are — fostering respect and **living holistically and well-being within a genuinely human company.** **DIVERSITY & INCLUSION AT PORTO** At Porto, we value diversity and believe that a plural team is essential for the development of our entire business, society, and each individual — recognizing that every person is unique in building a more innovative and inclusive environment. Together, we work daily to build a safe, free, and welcoming space with greater plurality and respect. Therefore, **we strongly encourage applications from women, Black and Indigenous people, persons with disabilities, and LGBTQIA+ individuals** for all our open positions.