Head of Customer Experience - Brazil

Keeta; São Paulo; Presencial; BRL 450.000 - 600.000; Jornada completa

Descripción de la vacante

Keeta, the international arm of Meituan, seeks a senior CX leader to shape customer experience across LATAM. You will lead cross-regional teams, design end-to-end CX strategies, and scale operations for a fast-growing on-demand delivery platform.

Fluency in Portuguese, Spanish, and English is required, with strong stakeholder communication and data-driven decision making. You will drive improvements from day one in a dynamic, global environment.

Formación

• Proven leadership experience managing large, cross-regional customer service teams.
• Customer-first mindset balancing exceptional service with operational efficiency.
• Data-driven approach using metrics and analytics to improve performance.
• Hands-on experience with CX tools such as Zendesk, Salesforce, or Dynamics.
• Fluency in Portuguese, Spanish, and English; strong written and verbal communication.
• Comfortable navigating fast-paced, high-growth environments and leading through change.

Responsabilidades

• Inspire and lead high-performing customer service teams with a customer-first mindset.
• Design and execute CX strategies aligned with growth and market expansion.
• Scale service operations into new markets and drive end-to-end CX excellence.
• Oversee regional service delivery across a large-scale on-demand platform.
• Turn customer insights into action to continuously improve service quality.

Conocimientos

Team leadership

Customer focus

Data-driven

Influence stakeholders

Multilingual (PT/ES/EN)

Herramientas

Zendesk

Salesforce

Dynamics

Descripción del empleo

Keeta, the international subsidiary of global delivery leader Meituan, is driven by a clear mission: We help people eat better, live better. Building on our parent company's 16 years of technological and operational expertise mastered in China, we are leading a global transformation in food and consumer product delivery. Since our start in 2023, Keeta has focused on creating value for every part of the communities we serve. We provide a reliable experience for consumers, enhance technology and operations for restaurants, and create more earning opportunities and greater safety for courier partners. This commitment to shared progress drives our journey from Hong Kong, China, across the Middle East and into Brazil, with the world ahead.

What You'll Do

• Inspire and lead high-performing customer service teams, championing a customer-first mindset while delivering operational excellence.
• Design and execute customer experience strategies that align with business goals, growth plans, and market expansion.
• Scale service operations into new markets and drive best-in-class execution across CE functions including WFM, BPI, and TQM.
• Oversee regional service excellence across a large-scale on-demand delivery platform.
• Own the end-to-end customer journey, turning insights into action to continuously improve service quality and efficiency.

What We Need From You

• Proven leadership experience managing large, cross-regional customer service teams .
• Customer-first mindset with the ability to balance exceptional service and operational efficiency.
• Data-driven approach — use metrics and analytics to guide decisions and improve performance.
• Hands-on experience with CX tools such as Zendesk, Salesforce, or Dynamics.
• Fluency in Portuguese, Spanish, and English; knowledge of other LATAM languages is a plus.
• Strong communication skills, both written and verbal, with the ability to influence stakeholders at all levels.
• Comfortable navigating fast-paced, high-growth environments and leading teams through change.

What Makes This Role Exciting

• Join the team at a pivotal moment — lead CX strategy for one of our fastest-growing markets.
• Oversee thousands of agents and be the voice of the customer at scale.
• Shape the future of customer experience across LATAM from the ground up.

Why Join Keeta

• Global scale, local impact — Keeta is Meituan's international arm, backed by 16 years of technology and operational expertise, and one of the fastest-growing food delivery platforms in the Middle East and Brazil.
• Real ownership from day one — You'll lead a team, shape customer experience strategy across a key market, and directly influence how we serve our customers at scale.
• Work with top talent globally — Collaborate with teammates from over 40 countries in a fast-moving, high-performance environment.
• Accelerate your career — We move fast, operate across multiple markets, and give ambitious people the space to grow beyond what a traditional role could offer.