Main responsibilities:

• Management of Team Managers, Team Leaders, SME and marketing and service consultants;
• Reports of KPIs for weekly committee with the director's board;
• Financial management, both annual budget (R $ 700 thousand annually) and area's internal profitability (R$ 24 million annual);
• Relationship management with high value (VIP) clients and beginning investor clients;
• Implementation of operational strategies on the main and correlated KPIs;
• Operational coaching plan elaboration;
• Execution, measurement and management of operational processes;
• Evaluation of opportunities in the areas of support: HR, training, QA and WFM;
• Operational planning and sizing;

General Operations Manager - CX

Main responsibilities:

• Start-up and structuring of the area;
• Leadership and team management dedicated to customer needs and their indicators;
• Reports for marketing, commercial, service and operations areas, perspectives and issues related to the field and authorized network;
• Commercial management, sales team and responsibility for reports and indicators in the area;
• Implementation of e-commerce and management of social networks;
• Report and monitor all security and product campaigns;
• Measurement and monitoring of importing processes;
• Follow-up of cases with the legal department;
• Support for the authorized network;
• Team management and contact center structure management as everything from operational control reports and metrics such as telephony structure;
• Guarantee proceedings;

Customer Care and Services Manager

Main responsibilities:

• Migration, Start-up and restructuring the area;
• Leadership and team management dedicated to customer needs;
• Reports for marketing, commercial, service and operations areas, perspectives and issues related to the field and authorized dealership;
• Report and monitor all safety and product campaigns;
• Measurement and monitoring of importing processes;
• Follow-up of cases with the legal department;
• Support for the authorized dealership;
• Team management and contact center structure management as everything from operational control reports and metrics such as contact center whole structure;
• Warranty management;

Customer Care Manager

Main responsibilities:

• Coordination of teams focused on BI, technical support, prospecting of new clients and sales, quotation of services and Contact Center;
• Development of new projects;
• Installed Data Base Management of Latin America (LATAM) and Brazil;
• Management of indicators and leadership of teams;
• Follow-up of cases with the legal department;
• Track and report all safety and product campaigns;
• Creation and structuring of the quotation center;


Academic Degree:

Operations Coordinator

Diego Videira is a General Operations Manager - CX at Facebook in São Paulo, SP.

Diego Videira — General Operations Manager - CX at Facebook

Diego Videira

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