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Job Summary: Cluster management with focus on quality, indicator management, auditing, processes, automation, projects, teams, executive reporting, and suppliers. Key Highlights: 1. Management of in-house and outsourced teams 2. Focus on continuous improvement of operational results 3. Dynamic environment focused on innovation Vice Presidency: Customer Service Engineering Work Location: Av. Dr. Chucri Zaidan 2460 CEP 04583-110 | São Paulo - SP Directorate: Customer Services Sto Amaro - Capão Redondo Cluster Management "Business vision with a focus on Quality" **Responsibilities and Duties** * **Quality Indicator Management (KPIs):** Achieve excellence in quality KPIs (Repeat Repair Index, Installation Failure Index, TDNA) for field technicians’ activities, identifying root causes quantitatively and qualitatively, and directing action plans with assigned responsibilities, deadlines, and projected gains. * **Auditing and Compliance:** Manage inspection teams to conduct audits per current procedures; monitor resolution progress with suppliers; implement action plans for non-conformities; certify new technicians from partner companies according to quality standards. * **Process Management:** Develop new procedures and ensure their dissemination, understanding, and compliance by field technicians. * **Automation:** Collaborate with the team to identify automation and artificial intelligence opportunities; introduce new analytical perspectives and root cause analysis, focusing on improving operational results and customer satisfaction. * **Project Management:** Organize execution of strategic projects, measuring gains with designated owners, introducing routine reporting and ownership in deliverables. * **People Management (Leadership):** Lead teams through activity direction, performance evaluations, continuous feedback, technical alignment, fostering collaborative work, effective communication, and a positive organizational climate. * **Executive Reporting:** Prepare executive materials structured around results, root causes, risks, action plans, and organization to convey objectivity and strategic feasibility. * **Supplier Management:** Hold daily meetings with suppliers alongside the team to improve results; provide online reports tracking indicator progress; demonstrate conflict resolution skills; direct action plans jointly with teams. **Requirements and Qualifications** * Ability to work under pressure and adapt to a dynamic, constantly evolving environment/market; * Strong interpersonal skills, ability to work with diverse teams, and capacity to exercise leadership proactively; * Experience in Telecommunications Networks and GPON Fiber Optics (written and practical tests may apply); * Experience managing in-house and outsourced teams; * Proficiency in Microsoft Office tools, especially PowerPoint and Excel (practical test may apply); * Ability to organize routines and processes; * Time management skills; * Capacity for self-management; * Adaptability, critical thinking, analytical mindset, leadership, initiative, creativity, strong communication, and interpersonal skills. **Additional Information** **Attributes that will be advantageous in this selection process**: * Knowledge of smart home automation and Internet of Things (IoT); * Data analysis expertise and ability to develop structured action plans; * Completed undergraduate degree. We are a company within the Telefônica Group, Brazil’s telecommunications leader. Our purpose is to **Digitalize to Connect** people, businesses, and society as a whole, building a more connected nation and transforming the lives of Brazilians. We aim to expand our customers’ autonomy, personalization, and real-time choices—placing them firmly in control of their digital lives, safely and reliably, with the quality only Vivo delivers. To make this possible, we lead a digital transformation process and are revolutionizing our company from within. We have implemented agile methodologies across the organization, connecting us with the most innovative and collaborative ways of working. We actively foster a diverse and inclusive environment that stimulates creativity, drives innovation, and increases engagement. At Vivo, culture is the force that transforms strategy into action. We are driven by **Purple Passion**—our unique ability to envision, execute, and overcome barriers with entrepreneurial courage, anticipate trends, and build a future we’re proud of. This energy connects diversity, innovation, and sustainability, turning purpose into impact through technology and its infinite possibilities. **To live this essence, we seek people who embody our 5 Passions**—behaviors reflecting who we are and how we make a difference: * **"The customer’s time is now"**: Immediately resolve what truly matters to the customer. * **"People are our best technology"**: Adopt a constructive attitude, collaborate, and trust connections. * **"Curiosity pays off"**: Act courageously, test new ideas, and learn from every discovery. * **"Simplicity is possible"**: Get straight to the point, solve with the right people, and simplify the path. * **"Results are my responsibility"**: Take ownership of your actions and outcomes, recognizing that omissions also create impact. We believe **diversity**—in people, experiences, cultures, behaviors, skills, and attitudes—is a differentiator that reflects the society we live in. We maintain a robust internal program grounded in five pillars: Gender, LGBTI+, Race, Persons with Disabilities (PcD), and 50+—ensuring a more inclusive culture and a diverse, representative workplace. We are a **technology** company, inspired by diversity and **innovation**, offering space for everyone, supporting and embracing differences. We believe the path to delivering the best experience to our customers begins with delivering an excellent experience to our employees. **\#VemPraVivo**
