Ops Excellence Manager

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

📋 Description

• Create analyses, forecasts, and capacity planning models to anticipate operational requirements and risks.

• Formulate supply analysis and planning models, pinpointing discrepancies between demand and available capacity.

• Establish performance-tracking mechanisms and recognize deviations from targets.

• Convert operational data into insights, recommendations, and actionable business decisions.

• Guarantee the quality, reliability, and accessibility of information utilized for decision-making.

• Develop insights on Helper availability, capacity, behavior, and adherence.

• Identify opportunities to enhance availability, productivity, adherence, and operational predictability.

• Collaborate with operations teams to execute supply efficiency initiatives.

• Map processes and uncover opportunities for automation, simplification, and productivity improvements.

• Lead the development of operational tools, systems, and workflows, including Zendesk.

• Minimize manual tasks, rework, process failures, and recurring interventions.

• Prioritize automation initiatives based on impact, effort, scalability, and anticipated returns.

• Structure, document, and refine rules, policies, and incident criteria relevant to Helpers.

• Monitor policy effectiveness and ensure consistency, transparency, and governance.

• Detect performance deviations, investigate root causes, and propose structured action plans.

• Prioritize and monitor initiatives, assess results, and integrate learnings into processes.

• Promote controlled experimentation, testing, and validation of hypotheses.

• Work cross-functionally with operations leaders and other teams, aligning information and priorities.

• Influence decisions through data, critical thinking, and well-structured arguments.

• Develop dashboards, KPIs, and mechanisms to enhance visibility into operational performance.

• Establish routines for monitoring, deviation analysis, and management of action plans.

• Create mechanisms for prioritizing, tracking, and escalating issues and initiatives.

• Within the first six months: consolidate KPIs, set up capacity and supply planning, implement continuous improvement, prioritize automation, and bolster operational governance and discipline.

⛳️ Requirements

• Strong analytical skills, critical thinking, exceptional problem-solving abilities, and a results-driven mindset.

• Capability to work directly with data, challenge outcomes, identify opportunities, and engage stakeholders.

• Proficient analytical and data interpretation skills.

• Strong critical thinking and root-cause analysis capabilities.

• Ability to structure complex problems and prioritize solutions effectively.

• Results-oriented, ownership-driven, and accountable.

• Proficient in executing and tracking initiatives to achieve measurable outcomes.

• Effective communication skills and the ability to influence diverse stakeholders.

• Systems thinking with the ability to connect various teams and processes.

• Organizational skills, disciplined follow-up, and a commitment to continuous improvement.

• Ability to balance analytical depth with operational practicality.

• Advanced skills in Excel/Google Sheets.

• Proficiency in SQL and data visualization/BI tools.

• Experience in statistical analysis and development of planning and forecasting models.

• Knowledge of process mapping, design, and optimization.

• Experience in process automation and tool integration.

• Familiarity with customer support and operational management tools, such as Zendesk.

🏝️ Benefits

• Starbem healthcare benefit – Telemedicine.

• iFood Benefícios card – Home office allowance.

• Wellhub (up to 3 dependents included).

• Birthday day off and birthday PIX payment.

• Paid time off: 30 days.

• Life insurance.

• Welcome kit and workplace equipment.

• 100% remote work.

• In-person gatherings in São Paulo, with transportation and meal expenses covered by Helppi.