Customer Operations Lead

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🕒 May 26

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Donnes

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2021

🎯 Recruiter

👥 HR Tech

🤝 B2B

Recruitment • HR Tech • B2B

Donnes is a specialized recruitment and selection company based in São Paulo that acts as an extension of client HR teams to deliver fast, high-quality hiring. Using a proprietary method (Fórmula Donnes: Imersão, Talent House, Talent View) and dedicated squads for segments like technology, finance, corporate/operations, international hires and early-career programs, they provide continuous delivery of 3–5 vetted candidates per role within days, detailed recruiter reports, and guaranteed replacements. Donnes also operates Boost Labs, a unit that builds custom tech solutions using data and AI to support recruitment processes.

📋 Description

• Manage a portfolio of strategic clients, ensuring smooth, secure and consultative customer journeys; • Lead complex onboardings, certifications, system approvals and system integrations; • Serve as the focal point for critical incidents, supporting analysis, direction and action plans; • Operate closely within regulatory contexts and high-criticality operational changes; • Build trusted relationships with clients, facilitating technical and executive meetings; • Lead by example, connecting strategy, operations and execution in the day-to-day activities of the area; • Manage team deliveries and support the technical and behavioral development of team members; • Conduct management rituals, alignments, follow-ups and operational retrospectives; • Improve operational and support processes with a focus on efficiency, customer experience and scalability; • Monitor operational indicators and lead incident analyses and opportunities for improvement; • Act as a bridge between Customer Operations and internal areas such as Product, Technology, Regulation and Commercial; • Structure and triage requests before involving Technology teams, promoting greater operational efficiency; • Promote internal training and initiatives aimed at operational improvement and increasing area maturity.

🎯 Requirements

• Bachelor’s degree (completed); • Advanced English; • Proven experience in strategic operations, technical Customer Success or consultative B2B relationship management in high-complexity environments; • Experience in fintechs, technology companies, financial market infrastructure or critical operations; • Experience with system integrations, operational flows, certifications, approvals or environments with a strong technical interface; • Experience working in regulated, dynamic and high-criticality operational contexts; • Experience in continuous improvement, process restructuring and building operational efficiency in growing environments; • Experience leading teams, tracking deliveries and developing professionals; • Strong analytical skills and a systemic view for conducting operational diagnostics and decision-making; • Ability to navigate between clients, operations and technology with a consultative posture and strategic vision; • Excellent communication and stakeholder management skills at different levels, including executive interactions; • Inquisitive, solution-oriented profile with a strong sense of ownership, prioritization and focus on building results; • Familiarity with technology, automation and the use of AI tools to improve operational efficiency.

🏖️ Benefits

• Bradesco Health Plan (100% covered by employer, nationwide and extendable to dependents); • Bradesco Dental Plan (100% covered by employer, extendable to dependents); • MetLife Life Insurance; • Flexible Meal/Food Allowance: R$910/month; • Education Allowance: R$200/month; • Transportation Assistance: commuter pass, building parking or R$200/month on benefits card; • Childcare Assistance: R$547/month (up to 5 years old); • Wellhub and Totalpass; • BTG Private Pension (1:1 match up to 6% of salary, withdrawable after 3 years); • Variable Compensation (PLR); • Stock Options Program.