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Contabilizei, a Brazilian accounting and business formation SaaS platform, seeks an Operations Manager to lead the customer experience and operational excellence across company formation, migration, and onboarding processes nationwide. This is a people-management role reporting to leadership.
Key Responsibilities:
- Oversee customer satisfaction and loyalty through omnichannel operational control and governance during critical customer journey stages (company opening, migration, onboarding).
- Drive activation and migration KPIs while maintaining competitive efficiency standards.
- Develop, monitor, and optimize operational, strategic, and qualitative KPIs using PDCA methodology for continuous process improvement.
- Manage departmental budget holistically (systems, processes, people) to maximize resource efficiency and operational gains.
- Lead and develop teams with focus on individual performance, talent retention, and inspirational leadership aligned with company values.
- Design and implement communication and training strategies across the customer service chain and service providers.
- Monitor market trends to drive innovation and automation of commodity services, ensuring differentiated customer experiences.
- Conduct forums, workshops, and presentations for leadership; establish operational policies and procedures supporting service quality.
- Lead relationship-focused projects and manage strategic crisis communication.
Required Qualifications:
- Bachelor's degree in Business Administration, Marketing, Economics, or related field.
- Relevant experience in Operations or Customer Success.
- Proven track record managing high-volume or scalable business environments.
- Knowledge of quality management tools.
- Proficiency with Microsoft Office or Google Workspace.
Preferred:
- Knowledge of company formation/legalization processes.
- Startup or SaaS company experience.
The role is hybrid, based in São Paulo or Curitiba, with flexibility and a casual dress code. Contabilizei emphasizes psychological safety, diversity, inclusion, and continuous development through performance cycles, Y-track career paths, and regular 1:1 feedback.
