Operations Manager - Customer Service & Retentions

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Operations Manager - Customer Service & Retentions based in Brazil.

This is a senior leadership opportunity focused on building high-performing Customer Service and Retention operations in a fast-paced, remote-first environment.
You will lead day-to-day operations while improving customer satisfaction, loyalty, retention, and overall lifetime value.
The role combines operational strategy, workforce planning, process optimization, performance management, and customer experience leadership.
You will use data and customer insights to identify pain points, reduce churn, and continuously improve service quality and efficiency.
The position requires close collaboration with Sales, Marketing, Product, Technology, Finance, and Compliance teams to deliver a seamless customer journey.
As a key operational leader, you will coach teams, establish performance standards, and drive accountability and continuous improvement.
This role is ideal for a proactive, analytical leader who thrives in environments with high ownership, rapid decision-making, and evolving priorities.

Accountabilities

• Lead and manage the day-to-day Customer Service and Customer Retention operations, ensuring performance aligns with business objectives.
• Develop and implement operational strategies that improve service delivery, efficiency, customer satisfaction, and retention.
• Ensure agreed SLAs, KPIs, quality standards, and operational targets are consistently achieved.
• Optimize workflows, staffing models, workforce planning, and resource allocation to improve operational efficiency.
• Monitor daily performance, identify gaps, and implement corrective actions when necessary.
• Champion a customer-centric culture and ensure consistent, high-quality experiences across all customer touchpoints.
• Analyze Voice of Customer insights and customer pain points to identify opportunities for service improvement.
• Develop and execute retention strategies and proactive outreach programs aimed at reducing churn and increasing customer loyalty.
• Analyze customer lifecycle data and churn drivers to identify retention opportunities and recommend mitigation strategies.
• Partner with Sales and Marketing on loyalty, engagement, and customer lifecycle initiatives.
• Lead, coach, mentor, and develop Customer Service and Retention teams, establishing performance goals and conducting regular coaching.
• Support recruitment, training, succession planning, and the development of high-performing teams.
• Track and report key operational indicators including CSAT, NPS, FCR, AHT, service level, retention, churn, quality, productivity, and employee engagement.
• Produce management reports with actionable insights and recommendations for senior leadership.
• Identify operational bottlenecks, standardize procedures, and lead continuous improvement initiatives.
• Drive automation and digital transformation initiatives where appropriate while ensuring compliance with internal policies and applicable regulatory requirements.
• Serve as the operational escalation point for complex customer service issues.
• Collaborate with Sales, Marketing, Product, Finance, IT, and Compliance teams to resolve issues and improve the end-to-end customer journey.
• Present operational performance updates and strategic recommendations to senior leadership.

Requirements

• Bachelor’s degree in Business Administration, Operations Management, Customer Experience, or a related field.
• MBA or relevant postgraduate qualification is considered an advantage.
• 7–10 years of experience in Customer Service, Customer Operations, Contact Center Management, or related functions.
• At least 3–5 years of experience in a leadership or management position.
• Proven experience managing customer retention, customer success, or loyalty programs.
• Experience leading medium to large customer service teams.
• Strong background in operational performance management and KPI-driven environments.
• Demonstrated expertise in customer experience and retention strategy.
• Strong workforce planning, process improvement, project management, and change management skills.
• Advanced data analysis and reporting capabilities, with the ability to turn operational data into actionable decisions.
• Strong budget management and operational efficiency skills.
• Excellent communication, stakeholder management, negotiation, and conflict-resolution abilities.
• Strong problem-solving and decision-making skills, with the ability to operate effectively under pressure.
• Strategic thinking, results orientation, accountability, adaptability, and a customer-centric mindset.
• Strong emotional intelligence, integrity, collaboration, and coaching capabilities.
• Experience with CRM platforms such as Salesforce, HubSpot, Microsoft Dynamics, Zoho, or similar.
• Experience with customer support platforms such as Zendesk, Freshdesk, Intercom, ServiceNow, or similar.
• Familiarity with Workforce Management systems and customer analytics platforms.
• Experience with BI tools such as Power BI, Tableau, or Looker is an advantage.
• Advanced Microsoft Excel and strong Microsoft Office skills.
• Professional-level written and spoken English, with the ability to communicate effectively in an international environment.
• Availability to work U.S. business hours.

Benefits

• Remote-first work environment.
• Opportunity to work with a globally distributed team.
• High level of ownership and autonomy in a fast-paced environment.
• Opportunity to lead and transform Customer Service and Retention operations.
• Exposure to cross-functional initiatives spanning Sales, Marketing, Product, Technology, Finance, and Compliance.
• Opportunity to drive customer experience, retention, automation, and operational improvement strategies.
• Professional growth through senior-level leadership responsibilities.
• Opportunity to work with modern CRM, customer support, workforce management, and business intelligence technologies.
• Contractor opportunity with compensation structured as a monthly rate in USD.
• Local holiday calendar, subject to applicable arrangements.
• Professional English-language environment with exposure to U.S.-based business operations.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1