Operations Lead

We are looking for an Operations Lead to join our Operations team in Brazil and take ownership of the daily operational execution, ensuring service quality, excellent customer support, and effective coordination across operational areas.

This is a key operational leadership role with a strong focus on execution, organization, prioritization, and problem-solving. 

Key responsibilities:

Operational coordination

• Coordinate and organize daily tasks across Operations areas (Implementations, Support, and Hardware Operations Center).

• Prioritize customer technical visits and implementations, support tickets, and hardware repairs.

• Collaborate with Sales and Customer Success teams to ensure a smooth delivery and support workflow.

• Ensure continuous operational follow-up and control across all areas, including inventory management.

• Understand the impact and implications of operational decisions.

Customer experience and quality

• Ensure customers receive the necessary support to maintain active and efficient operations.

• Guarantee compliance with hardware quality processes, both inbound and outbound, maintaining high standards and minimizing claims.

• Maintain strong attention to detail to prevent operational errors and deviations.

Client relationship and reporting

• Engage directly with clients when needed to understand their operational status and provide appropriate support.

• Clearly understand technical issues in order to escalate them when necessary and help drive solutions.

• Report weekly to the LATAM Operations Manager on operational status, updates, risks, and improvement opportunities, ensuring alignment and follow-up.

Team support and work environment

• Act as a reference point and mentor for the technical team, supporting their growth and development.

• Promote a positive work environment and healthy communication across teams.

• Actively listen to the team and facilitate alignment to achieve the best outcomes.

• Foster a culture of collaboration, continuous improvement, and a “can-do” attitude.

Operational vision and continuous improvement

• Maintain a holistic view of both the Operations function and the company as a whole.

• Demonstrate a mindset oriented toward continuous improvement.

• Proactively propose improvements and communicate transparently with the team.

Requirements:

• Experience in operations management, technical support, hardware, and/or implementations.

• Knowledge of operational management systems (ticketing systems, inventory management, ERP, and tracking tools).

• Ability to lead operational initiatives and collaborate with commercial teams, without formal hierarchical authority.

• Highly organized, autonomous, and solution-oriented profile.

• Strong attention to detail and ability to understand the impact of operational decisions.

• Excellent communication skills, active listening, and teamwork mindset.

• Genuine interest in growing into a management role.

• Experience working with technical teams is a plus.