Customer Operations Lead

Role Overview

• Manage a portfolio of strategic clients, ensuring smooth, secure and consultative customer journeys;
• Lead complex onboardings, certifications, system approvals and system integrations;
• Serve as the focal point for critical incidents, supporting analysis, direction and action plans;
• Operate closely within regulatory contexts and high-criticality operational changes;
• Build trusted relationships with clients, facilitating technical and executive meetings;
• Lead by example, connecting strategy, operations and execution in the day-to-day activities of the area;
• Manage team deliveries and support the technical and behavioral development of team members;
• Conduct management rituals, alignments, follow-ups and operational retrospectives;
• Improve operational and support processes with a focus on efficiency, customer experience and scalability;
• Monitor operational indicators and lead incident analyses and opportunities for improvement;
• Act as a bridge between Customer Operations and internal areas such as Product, Technology, Regulation and Commercial;
• Structure and triage requests before involving Technology teams, promoting greater operational efficiency;
• Promote internal training and initiatives aimed at operational improvement and increasing area maturity.

Requirements

• Bachelor’s degree (completed);
• Advanced English;
• Proven experience in strategic operations, technical Customer Success or consultative B2B relationship management in high-complexity environments;
• Experience in fintechs, technology companies, financial market infrastructure or critical operations;
• Experience with system integrations, operational flows, certifications, approvals or environments with a strong technical interface;
• Experience working in regulated, dynamic and high-criticality operational contexts;
• Experience in continuous improvement, process restructuring and building operational efficiency in growing environments;
• Experience leading teams, tracking deliveries and developing professionals;
• Strong analytical skills and a systemic view for conducting operational diagnostics and decision-making;
• Ability to navigate between clients, operations and technology with a consultative posture and strategic vision;
• Excellent communication and stakeholder management skills at different levels, including executive interactions;
• Inquisitive, solution-oriented profile with a strong sense of ownership, prioritization and focus on building results;
• Familiarity with technology, automation and the use of AI tools to improve operational efficiency.

Benefits

• Bradesco Health Plan (100% covered by employer, nationwide and extendable to dependents);
• Bradesco Dental Plan (100% covered by employer, extendable to dependents);
• MetLife Life Insurance;
• Flexible Meal/Food Allowance: R$910/month;
• Education Allowance: R$200/month;
• Transportation Assistance: commuter pass, building parking or R$200/month on benefits card;
• Childcare Assistance: R$547/month (up to 5 years old);
• Wellhub and Totalpass;
• BTG Private Pension (1:1 match up to 6% of salary, withdrawable after 3 years);
• Variable Compensation (PLR);
• Stock Options Program.