Coordenador(a) de CX - Ongoing

The Ongoing Operations Lead is a senior role responsible for managing and optimizing the continuous operational processes. This individual will oversee the entire customer journey post-check-in, ensuring high levels of satisfaction, retention, and loyalty. The role requires strategic thinking, strong leadership, and a deep understanding of customer experience management. You will also help our customers, we value hands-on people who work together with the team. If you are that person, apply!

Key Responsibilities:

• Manage and execute the customer experience strategy for ongoing operations;
• Monitor performance metrics (KPIs) related to customer satisfaction, retention, and loyalty, and track and report on the success of customer experience initiatives.
• Review and address all tickets opened via the customer service channels, ensuring timely and effective resolution.
• Follow NPS indicators, surveys, and action plans, coordinating with various teams (Customer Service, Sales, Operations) to maintain high service levels and customer satisfaction.
• Collect and analyze customer feedback to drive continuous improvement and address customer concerns.
• Foster good relationships and alignment with key stakeholders (Sales, Strategy & Transformation, IT, Finance, Marketing, Global Team, Customer Service) and external partners.
• Play a leadership role in team development, providing feedback, individual development plans, and action plans to ensure a high-performing team.
• Guarantee customer-centricity in all action plans.

Requirements:

• Experience in similar positions, preferably in customer service or operational roles, especially with team management.
• Strong knowledge and interest in technology, automation, and data analysis
• Proficiency in using tools such as Excel (advanced), Google Sheets, PowerPoint, and CRM systems.
• Excellent problem-solving skills, with the ability to identify and address operational issues efficiently.
• Customer-centric mindset, with a focus on enhancing the overall customer experience.
• Fluency in English; additional languages are a plus. 

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