Operational Excellence Lead - LATAM Monetization Strategy & Operations - São Paulo

TikTok; São Paulo; Presencial; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A leading social media platform in São Paulo is searching for an Operational Excellence Lead who will oversee sales support operations and enhance team performance. The role requires 5+ years of experience in a support function, with strong communication and critical thinking skills. Applicants should hold a Bachelor's degree in a quantitative field and have proficiency in Microsoft Office and G Suite. The company fosters a fast-paced environment that demands excellent problem-solving and project management abilities.

Qualificações

• 5+ years of experience working in a support function.
• Bachelor’s degree is a minimum, preferably in a quantitative field.
• Ability to learn quickly and meet tight deadlines.
• Strong communication, interpersonal, and presentation skills.
• Proficiency in Microsoft Office and G Suite.

Responsabilidades

• Oversee sales support operations and system troubleshooting.
• Collaborate with departments to streamline processes.
• Regularly review KPIs related to Help Desk Metrics.
• Provide feedback and documentation for training.
• Implement training programs to enhance team skills.

Conhecimentos

5+ years of experience in a support function

Strong communication skills

Critical thinking skills

Proficiency in Microsoft Office

Ability to manage multiple projects

Formação académica

Bachelor’s degree in a quantitative field

Ferramentas

Microsoft Office

G Suite

Sales CRM platforms

Descrição da oferta de emprego

Team Introduction

The high-performing Global Monetization Strategy & Operations (MSO) organization is essential to enabling TikTok's advertising business growth. We partner with business leaders in strategy setting, revenue planning, sales & client incentive policy-making, driving operational effectiveness in tooling and sales processes, and ensuring productive and fruitful partnerships cross-functionally across internal teams.

About the Role

As an Operational Excellence Lead, the responsibility is to oversee the sales support operations, own system troubleshooting and launch strategic initiatives by analyzing the data and enhancing the performance of sellers around processes and policies.

Responsibilities

1. Process Reengineering & improvements
   • Continuously evaluate and refine support processes to enhance efficiency and customer satisfaction.
   • Assess current organizational processes and identify areas for improvement.
   • Collaborate with other departments, such as the CRM team, Finance, Tax, Legal and others, to understand pain points. Lead cross‑functional teams to redesign and streamline processes for enhanced efficiency and effectiveness.
   • Stay informed about best practices, by working with cross‑functional global partners, to incorporate improvements into the ticket support system. Implement best practices and industry standards to optimize workflows.
2. Strategic Thinking
   • Collaborate with senior leadership to align process improvements with overall business strategy.
   • Analyze market trends and competitor strategies to inform and enhance the organization's strategic initiatives.
   • Develop and execute strategic plans that align with the company's long‑term goals.
3. Team Coordination
   • Assign and prioritize projects based on their urgency and complexity, ensuring a balanced workload for team members.
   • Provide guidance and support to team members, offering insights into complex issues and facilitating knowledge sharing.
4. Performance Monitoring
   • Regularly review key performance indicators (KPIs) related to Help Desk Metrics, including resolution times, adaptability, customer satisfaction, and other relevant data metrics to measure productivity and efficiency around established processes / systems.
   • Identify trends or patterns in supporting data and take proactive measures to address any emerging issues, to proactively work on resolutions with XFN Leaders across Latam.
   • Revise, design and implement strategies to improve team efficiency and effectiveness.
5. Feedback, Documentation and Trainings
   • Provide constructive feedback to support analysts on their communication skills, issue resolution techniques, and implementation of the support processes.
   • Produce SOP documents to enable sales on a self‑service process adaptation (e.g., FAQs, new SOP process, etc.).
   • Implement training programs or refresher courses for sales and team members as needed to enhance the team's skills and knowledge.

Minimum Qualifications

• 5+ years of experience working in a support function.
• Bachelor’s degree is a minimum, preferably in a quantitative field, like industrial engineering.
• Ability and appetite to learn quickly and meet tight deadlines without sacrificing output quality, and evaluate problems from multiple perspectives and apply critical thinking skills.
• Strong communication, interpersonal, and presentation skills and a "can do" attitude.
• Ability to prioritize multiple projects and tasks and manage time effectively.
• Proficiency in Microsoft Office and G Suite.
• Sales CRM platform experience: Order Management Systems and Ads Platforms (Preferred Qualifications).
• 3+ years of experience managing a ticket system.
• Proven record of challenging the status quo, intellectual curiosity, and a desire to consistently improve oneself.