Director Of Operations

Ueni; Teletrabalho; BRL 200.000 - 300.000; Tempo integral

Resumo da oferta

A tech-enabled service company is seeking a Director of Operations to lead its service delivery in São Paulo, Brazil. The ideal candidate has over 7 years of experience in operational roles within tech services or SaaS environments, with a proven track record in scaling operations and enhancing customer satisfaction. This role involves optimizing workflows, managing teams, and driving key performance indicators. The company offers competitive compensation and a remote-friendly culture.

Serviços

Remote-friendly and flexible culture

Competitive compensation

Opportunity to reshape service delivery

Qualificações

• 7+ years leading operations in a tech-enabled services or SaaS environment.
• Proven success in scaling operations and improving unit economics.
• Experience managing fulfillment and customer-facing service teams.

Responsabilidades

• Drive KPIs in day-to-day operations across fulfillment and support teams.
• Audit current processes to redesign operational workflows.
• Identify and implement process improvements to enhance quality and speed.

Conhecimentos

Leadership

Process Improvement

KPI Management

Data Analysis

Customer-centric focus

Ferramentas

Zendesk

Notion

Asana

Jira

Descrição da oferta de emprego

UENI (you and I) is on a mission to help small businesses succeed online.

We provide a done‑for‑you service that builds websites and delivers digital marketing solutions to thousands of sole proprietors and microbusinesses worldwide.

Our model combines software with human expertise — enabling us to deliver affordable, high‑quality service at scale. Please note that we are only evaluating candidates based in Central / South America.

The Role

We’re looking for a hands‑on, process‑obsessed Director of Operations to lead and scale our service delivery. This is a senior operational role — not an advisory or C‑level position — perfect for someone who thrives on deep execution and wants to drive meaningful impact across fulfillment, support, and customer experience.

You will drive operational efficiency across the organization: Website Fulfillment & Edits, Marketing Services Delivery, Customer Support, Customer Success & Retention. You’ll drive change, partnering closely with the founding team and management to redesign how we operate – increasing efficiency, reducing unit costs, and maintaining our high standards of customer service.

Key Responsibilities

• Drive KPIs in day‑to‑day operations across fulfillment, support, and customer‑facing teams.
• Audit current processes and lead end‑to‑end redesign of operational workflows.
• Identify and implement process improvements that reduce cost, increase speed, and maintain quality.
• Standardize delivery playbooks and SOPs across teams and geographies.
• Define and track KPIs related to efficiency, unit economics, SLAs, and customer satisfaction.
• Drive operational excellence through automation, tools, and team alignment.
• Manage and coach mid‑level operational managers.
• Act as a key voice in company leadership – bringing operational clarity to strategy discussions.
• Build scalable systems to support growth while maintaining affordable service for customers.

What We’re Looking For

Must‑Have Experience

• 7+ years leading operations in a tech‑enabled services or SaaS environment.
• Proven success scaling operations while improving unit economics.
• Experience managing fulfillment and customer‑facing service teams.
• Deep familiarity with service metrics (e.g., cost per order, time‑to‑fulfillment, CSAT, churn).
• Comfortable going deep into processes, data, and team‑level execution.
• Experience driving implementation of new tools / AI across organizations.

Highly Desirable Experience

• Website building, marketing tech, or agency / managed service background.
• Lean, Six Sigma, or other process improvement frameworks.
• Experience implementing AI or automation into workflows.
• Familiarity with tools like Zendesk, Notion, Airtable, Slack, Asana, Jira.

You Are

• A doer — not just a strategist.
• Detail‑oriented and highly analytical.
• Obsessed with process, systems, and scalable solutions.
• A strong people leader who builds trust and sets high standards.
• Customer‑centric – you care deeply about the experience we deliver.
• Great communicator.

Why UENI?

• Mission‑driven company serving real‑world entrepreneurs.
• Opportunity to reshape how digital services are delivered at scale.
• Work closely with a passionate founding team.
• Remote‑friendly and flexible culture.
• Competitive compensation.
• All done.