Operations and Product Analyst – SaaS

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Oversee the daily performance of SMS campaigns by monitoring metrics such as delivery rates, failures, opt-outs, and intermittent issues.

• Act as the main technical and operational contact for clients, ensuring alignment and swift resolution of requests.

• Identify, log, and monitor bugs with the Technology/Engineering team until they are completely resolved.

• Ensure adherence to SLAs established with clients, maintaining platform stability and availability.

• Conduct operational analyses to discover failure patterns, bottlenecks, and opportunities for continuous improvement.

• Update ROI dashboards by client and campaign to ensure the accuracy and reliability of the data presented.

• Generate monthly performance reports for the Customer Success team and clients.

• Contribute to executive dashboards and strategic KPIs for the COO's oversight of operations.

• Prepare comprehensive functional specifications for the development team in collaboration with Product and Engineering.

• Document operational workflows, business rules, and platform processes in a systematic way.

• Coordinate functional tests, acceptance procedures, and MVP validations with pilot customers.

• Validate technical deliveries prior to production release, ensuring quality and compliance with requirements.

• Assist the commercial team in developing technical proposals and presentations for potential clients.

• Create technical and functional documentation to support commercial negotiations and platform demonstrations.

• Participate in technical meetings and commercial presentations with clients and prospective partners.

• Translate business requirements into technical specifications, enhancing communication between clients and developers.

• Monitor operational metrics and recommend enhancements focused on performance, deliverability, and customer experience.

• Establish and maintain operational controls using Excel, Google Sheets, or BI tools.

• Develop dashboards and analyses utilizing tools such as Power BI, Metabase, or similar platforms.

• Execute basic SQL queries to extract and verify operational data.

• Ensure that campaigns comply with SMS best practices, LGPD (Brazilian General Data Protection Law), and opt-out policies.

• Monitor campaign cycles and critical customer requests, particularly during high-volume periods.

• Support product development initiatives by proposing improvements based on operational insights and customer feedback.

• Collaborate with cross-functional teams including Product, Engineering, Sales, and Customer Success.

• Prioritize operational and technical requests based on customer impact and business criticality.

⛳️ Requirements

• Experience in the operations of digital platforms, SaaS, or technology environments.

• Background in operational monitoring, KPI analysis, SLAs, and incident management.

• Advanced skills in Excel or Google Sheets, with experience in dashboards, reporting, and data analysis.

• Capability to work at the intersection of clients, Product, and Engineering.

• Experience in documenting processes, workflows, and functional specifications.

• Ability to identify challenges, organize priorities, and drive operational solutions.

• Knowledge of deliverability, opt-out processes, LGPD, and campaign compliance.

• Prior experience with API integrations and system workflows.

• Experience in supporting corporate clients and providing technical operational assistance.

• Analytical, organized, and hands-on profile with the ability to work autonomously in dynamic environments.

• Bachelor’s degree in Business Administration, Engineering, Technology, Systems, or related fields.

🏝️ Benefits

• No benefits specified