Customer Success & Operations Manager

OpsArmy; São Paulo; Presencial; BRL 120.000 - 150.000; Tempo integral

Resumo da oferta

A leading customer service firm in São Paulo is seeking a Customer Success & Operations Manager to manage high-value accounts and oversee service delivery operations. The role requires strong relationship management skills and the ability to create and implement standard operating procedures to enhance service quality. Ideal candidates will have experience in client service and problem-solving skills, with a preference for those who have worked with international teams.

Qualificações

• Proven experience in customer success account management or consulting.
• Strong problem-solving and written communication skills.
• Experience with international teams or BPOs preferable.
• Ability to manage multiple priorities and handle escalations.
• Proactive communicator who can influence clients and teams.

Responsabilidades

• Own the post-sale relationship with high-value customers.
• Supervise BPO/offshore staff performance on client accounts.
• Lead issue resolution for client expectation gaps.
• Create and maintain SOPs for key delivery processes.
• Monitor project progress and outcomes for key initiatives.

Conhecimentos

Six Sigma

Lean

Management Experience

Process Improvement

Microsoft Outlook

Analysis Skills

Warehouse Management System

Operations Management

Kaizen

Leadership Experience

Supervising Experience

Retail Management

Descrição da oferta de emprego

Role Overview

As a Customer Success & Operations Manager you will own the post‑sale relationship with our highest‑value customers. You will act as a trusted advisor to clients while simultaneously overseeing the offshore teams delivering services to them. This role requires an exceptional blend of relationship management, team coordination and operational problem‑solving skills.

What You’ll Do

• Account Ownership – Serve as the main point of contact for assigned high‑value customer accounts.
• Build and maintain strong executive‑level relationships with senior client stakeholders.
• Conduct regular check‑ins, Quarterly Business Reviews (QBRs) and performance reviews to drive client retention and growth.
• Team & Talent Oversight – Supervise the performance of BPO/offshore staff on client accounts.
• Ensure work quality consistency and team adherence to Standard Operating Procedures (SOPs).
• Lead issue resolution across people/process or client expectation gaps including complex escalations.
• Operational Excellence – Create and maintain standard operating procedures (SOPs) for key delivery processes.
• Identify inefficiencies or operational gaps and propose system/process improvements to enhance service quality and scalability.
• Coordinate with internal teams (e.g. Talent Finance) to align service delivery with client goals.
• Project Management & Reporting – Monitor project progress, timelines and outcomes for key initiatives.
• Support the onboarding and transition of new client accounts to ensure a seamless start.
• Track key metrics and report on account health, workforce performance and service SLAs.

What We’re Looking For

• Prior proven experience in customer success account management, client service or consulting.
• Strong problem‑solving, written communication and people‑management skills.
• Experience working with international teams (BPOs or distributed operations) is highly preferred.
• Demonstrated ability to create SOPs, manage multiple competing priorities and effectively handle escalations.
• A proactive, thoughtful communicator who can influence both clients and internal delivery teams.

Preferred Backgrounds

• Ex‑consultants (e.g. management consulting, operations).
• Former account/project managers in tech‑enabled service businesses.
• Experience in verticals such as outsourcing, healthcare operations, recruiting or enterprise SaaS is a significant plus.

Key Skills

Six Sigma, Lean, Management Experience, Process Improvement, Microsoft Outlook, Analysis Skills, Warehouse Management System, Operations Management, Kaizen, Leadership Experience, Supervising Experience, Retail Management

Employment Type: Full Time

Experience: years

Vacancy: 1