Job description

In strong national expansion and with a focus on digital transformation, a large national services company is looking for an Executive Operations Manager to take over the service and Customer Service fronts in order to improve the end-user experience, loyalty and retention, improving the offer of company value.

Reporting to the COO, his main challenge will be to manage the Customer Service and Customer Service teams, mapping all points of contact with customers, seeking engagement and optimization of the company’s processes.

Main responsibilities:

  • Understand the strategic objectives of the business and, based on them, define opportunities for improvement and innovation in the company;
  • Management and development of customer service teams ensuring high satisfaction rate and organic growth;
  • Implement and monitor NPS, CSAT metrics and other pre and post sales support indicators;
  • Ensure the efficiency and effectiveness of the sales cycle and provide after-sales support in responding to customer complaints;
  • Monitor service level indicators and develop solutions in relationship processes and procedures;
  • Supervise and optimize procedures in the areas;
  • Encourage, train and motivate customer service and customer service teams.

Requirements:

  • Management of physical and digital service teams with a high level of NPS;
  • Background in exponentially growing service companies;
  • Strong sense of ownership, will be the current director’s successor;
  • Relevant customer CHURN reduction cases;
  • Innovative view of processes.

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Evermonte is part of the Evermonte Executive Search group. Executive recruitment and selection group with recognized experience in the national market. Evermonte is structured with the best digital practices to meet the most complex projects in the Brazilian territory, carrying out the recruitment and selection of professionals for C-Level and Top Management.

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Porto Alegre

Av. Praia de Belas 1212 – 1123
CEP 90110-000
+55 51 3533-8460

Florianópolis

Rua Bocaiuva, 2125 2nd floor
CEP 88015-530
+55 48 3029-3460

Evermonte is part of the Evermonte Executive Search group. Executive recruitment and selection group with recognized experience in the national market. Evermonte is structured with the best digital practices to meet the most complex projects in the Brazilian territory, carrying out the recruitment and selection of professionals for C-Level and Top Management.

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