Operations Analyst II

Description

**Built by people who transform education** **All Arco positions are open to People with Disabilities.** We are seeking a Senior Operations Analyst to support the mapping and improvement of Arco’s customer service team processes. The professional will diagnose the customer journey, identify friction points, and contribute solutions that enhance operational efficiency and quality. **On a day-to-day basis, you will:** * Map customer service processes, identifying bottlenecks and improvement opportunities * Analyze the customer journey within Arco, mapping friction points and critical moments * Support process structuring and documentation (flowcharts, SOPs, and playbooks) * Monitor operational metrics (AHT, CSAT, FCR, SLA) and support performance analysis * Contribute to continuous improvement projects under leadership guidance * Support implementation of improvements and track results **To participate in our process, you must have:** * Experience in operational process mapping * Experience in customer service operations * Knowledge of modeling tools (BPMN, Lucidchart, or similar) * Analytical reasoning and familiarity with operational data * Organization and attention to detail **Nice-to-have:** * Knowledge of Lean, PDCA, or Six Sigma * Experience with customer service tools (Zendesk, Freshdesk) * Experience in the education sector **What you’ll find at Arco, beyond incredible people:** \+ Meal and/or food allowance \+ Health and dental insurance \+ Transportation voucher \+ Extended maternity and paternity leave \+ Childcare allowance \+ Health support: partnership with Wellhub and Zenklub \+ Education incentive \+ Discount on airline tickets \+ Pet health insurance partnership \+ Access to Arco’s educational materials for employees’ children \+ Partnerships for MBA and postgraduate programs **\#MoreDiversity** We believe that in a diverse and inclusive environment, our **people will be happier, more engaged**, and have **greater potential to reach their full capabilities**. Therefore, at Arco, we respect and value equal rights, recognize individual uniqueness, and believe that **all** people can contribute to our purpose. **\#JoinArco**