Department Manager, Operations

About the role

The Department Manager, Operations will lead a customer‑focused operational team in Brazil, ensuring efficient service delivery and high‑quality customer experiences. This position combines operational leadership, employee development, process optimization, and cross‑functional collaboration.

Key responsibilities

• Manage daily department operations, meeting service level, productivity, attendance, and customer experience targets.
• Monitor performance metrics, identify improvement opportunities, and implement solutions to boost efficiency, quality, and first‑contact resolution.
• Lead, coach, and mentor supervisors, providing performance feedback, conflict‑resolution support, and professional development.
• Facilitate supervisor meetings, support quality‑assurance initiatives, and promote consistent coaching practices.
• Partner with leadership on strategic planning, operational projects, communication initiatives, and process‑improvement efforts.
• Review and update procedures, workflows, and role expectations to align with evolving business needs.
• Oversee employee performance management, including goal setting, evaluations, recognition, and compensation recommendations.
• Ensure compliance with organizational policies, regulatory requirements, privacy standards, and industry best practices.
• Collaborate with technology, web, HR, and other operational departments to improve processes and coordinate initiatives.
• Support recruiting, onboarding, training, workforce planning, and business continuity activities.

Required profile

• Proactive leader with strong judgment, adaptability, and the ability to drive positive change in a fast‑paced environment.
• Excellent collaboration and problem‑solving skills across multiple teams.
• Experience managing operational teams and developing supervisory talent.

Required skills