Customer Service Projects Lead | Remoto

Solenis LLC; São Paulo; Híbrido; BRL 721 000 - 978 000; Tempo integral

Resumo da oferta

Solenis is seeking a Customer Service Projects Lead to drive deployment, adoption, and continuous improvement of digital tools across global OTC and Customer Service processes. You will lead cross-functional teams, coordinate with Finance, AR, Commercial, Supply Chain and IT, and translate insights into measurable performance gains.

In this role, you’ll oversee tool adoption of Palantir, Salesforce Case Management, Email Management, and Five9, shaping how customer experience is delivered while

Qualificações

• 5–8+ years of experience in Order-to-Cash, Customer Service Operations, Finance, or Process Improvement.
• Proven experience leading cross-functional technology deployment, adoption, improvement, and transformation initiatives in a global environment.
• Strong analytical skills with the ability to translate data into practical solutions.
• Experience working with cross-functional and international teams to drive tool adoption and process improvement.

Responsabilidades

• Lead Technology Deployment & Operational Improvement Initiatives driven by regional and global programs.
• Support Billing Quality & Dispute Reduction Improvement Efforts.
• End-to-End Project Leadership from diagnosis through execution, including scoping and adoption.
• Cross-Functional Leadership & Stakeholder Management across CS, Finance, AR, Commercial, IT.
• Data Analysis & Executive Reporting with dashboards and KPIs for leadership visibility.
• Technology Adoption & Continuous Improvement of tools like Palantir, Salesforce Case Management, Email Management, Five9.
• Support Global Transformation Initiatives by enabling technology adoption and process improvements.

Conhecimentos

Project leadership

Stakeholder management

Data analysis

Executive reporting

Communication

Presentation

Formação académica

Bachelor’s degree in business/finance/engineering

Master’s degree is a plus

Ferramentas

Excel

PowerPoint

SAP

SFDC / Salesforce

Five9

Descrição da oferta de emprego

Position: Customer Service Projects Lead

Work Model: Remoto

Role Overview This role is responsible for leading the deployment, adoption, and continuous improvement of tools and technology across a global Order-to-Cash (OTC) and Customer Service environment, including Palantir, Salesforce Case Management, Email Management, and Five9. The position combines project leadership, process understanding, and hands‑on execution to ensure technology is implemented effectively, fully adopted by the teams, and used to improve operational efficiency and customer experience. The individual will act as a key coordination point across Customer Service, Finance, Accounts Receivable, Commercial, Supply Chain and IT, ensuring alignment, resolving systemic issues, and delivering measurable performance improvements across multiple processes. While supporting billing quality and dispute reduction initiatives at a process and technology level, the role is primarily focused on technology deployment, adoption, and continuous improvement of how Customer Service uses digital tools to improve processes and CX. This is a highly visible role requiring strong communication skills, the ability to influence senior stakeholders, and the confidence to present insights and recommendations to leadership.

Key Accountabilities / Essential Functions of the Job

• 1. Lead Technology Deployment & Operational Improvement Initiatives Drive regional and global initiatives focused on deploying tools and technology, improving efficiency, standardization, and performance across OTC and Customer Service processes.
• 2. Support Billing Quality & Dispute Reduction Improvement Efforts Contribute to initiatives focused on improving invoice accuracy and reducing dispute drivers through process and technology improvements.
• 3. End-to-End Project Leadership Independently structure and lead technology and process initiatives from diagnosis through execution, including defining scope, building frameworks, tracking progress, managing adoption, and delivering results.
• 4. Cross-Functional Leadership & Stakeholder Management Act as a central coordination point across Customer Service, Finance, AR, Commercial, and IT, influencing stakeholders and ensuring alignment across global teams.
• 5. Data Analysis & Executive Reporting Translate complex datasets into actionable insights and develop clear dashboards, KPIs, and executive‑level presentations for leadership visibility.
• 6. Technology Adoption & Continuous Improvement Support the implementation, rollout, and full adoption of digital tools such as Palantir, Salesforce Case Management, Email Management, and Five9, identifying opportunities to simplify, standardize, and improve processes and CX.
• 7. Support Global Transformation Initiatives Play a key role in global and regional transformation projects, with a strong focus on enabling technology adoption, improving how teams use available tools, and adapting focus based on evolving business priorities and organizational needs.

Qualifications

Education Bachelor’s degree in business, Finance, Engineering, or related field (master’s degree is a plus)

Experience 5–8+ years of experience in Order-to-Cash, Customer Service Operations, Finance, or Process Improvement roles Proven experience leading cross‑functional technology deployment, adoption, improvement, and transformation initiatives in a global environment Strong analytical skills with the ability to translate data into practical solutions Experience working with cross‑functional and international teams to drive tool adoption and process improvement

Skills & Competencies Strong problem‑solving and structured thinking capabilities Ability to work autonomously with high ownership and accountability for project delivery and tool adoption Confidence to challenge, influence, and present to senior leadership Strong communication and presentation skills Ability to manage multiple priorities in a complex global environment Results‑driven mindset with focus on execution and delivery Technical Skills Advanced knowledge of Excel and PowerPoint; Experience with SAP /SFDC or similar ERP systems; Familiarity with automation, AI, and digital tools that improve process efficiency and customer experience is a strong advantage.

Languages Fluent English (mandatory) Spanish (preferred / a plus)

About Solenis

We are a chemical company committed to solving complex challenges in water treatment, process improvement, and hygiene for customers in the consumer, industrial, institutional, food and beverage, and pool and spa water markets. We do this through people, expertise, and technology. We are a global leader in the production and application of specialty chemicals, focused on delivering sustainable solutions for water‑intensive industries, including the consumer, industrial, institutional, food and beverage, and pool and spa water markets.

Our mission is to be a trusted partner and deliver value by solving operational and sustainability challenges with the right people, the right expertise, and the right technology—offering solutions that help preserve natural resources and promote cleaner and safer environments. At Solenis, you’ll find an excellent work environment with autonomy, challenges, and growth opportunities. We value diversity and are continuously working to become a more diverse and inclusive company every day, which is reflected in our recruitment processes. We emphasize that everyone is welcome, regardless of gender, race, sexual orientation, gender identity, age, disability, or any other characteristic. The selected candidate must demonstrate exemplary work ethics and high standards of integrity.

Come be part of the Solenis team! At Solenis, we understand that our greatest asset is our people. That is why we offer competitive compensation; comprehensive benefits, including medical, dental and vision insurance and a 401(k) plan; and numerous opportunities for professional growth and development. So, if you are interested in working for a world‑class company and enjoy solving complex challenges, whether in the lab or in the field, consider joining our team. Solenis is proud to be an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin or protected veteran status and will not be discriminated against on the basis of disability.

Solenis is a leading global provider of water and hygiene solutions. The company’s product portfolio includes a broad array of water treatment chemistries, process aids, functional additives, cleaners, disinfectants, and state‑of‑the‑art monitoring, control and delivery systems. These technologies are used by customers to improve operational efficiencies, enhance product quality, protect plant assets, minimize environmental impact, and create cleaner and safer environments.

Headquartered in Wilmington, Delaware, the company has 78 manufacturing facilities strategically located around the globe and employs a team of over ~23000 professionals in >160 countries across six continents. Solenis is a 2025 Best Managed Company Gold Standard honoree. For additional information about Solenis, please visit www.solenis.com or follow us on social media.