Operations Lead

We are looking for an operational lead in charge of defining, implementing, and monitoring new processes and initiatives at UENI. 

You are creative, can adapt to different situations quickly, are handy with technology, are data-driven, and have great organizational abilities. You also have a fluent level of English (spoken and written), excellent written and spoken communication skills and an attitude that enables you to forge meaningful relationships.

Please note that this role is fully remote and based in Latam.

Key Responsibilities:

• Collaborate with the Growth team to define, implement, and monitor new processes and initiatives to optimize the success of our Growth Plan. You will drive operational change to improve the onboarding, engagement and retention of Growth customers. Your work will help the team to achieve their KPIs. 
• Utilise Planhat CSM to effectively roll out and monitor the operational initiatives, ensuring seamless coordination with the Product Manager to create playbooks, automation, and reports. Train the Growth Team to use the CSM to improve their workflows and customer service.  

• Handle administrative tasks including reconciling working hours and invoices, planning and implementing agent schedules on Calendly.

• Optimise team calendars for Growth Calls, including rescheduling, reassignments, and planning for holidays and unexpected absences, ensuring uninterrupted service

• Note: the focus of the role will first and primarily be on driving operational and commercial improvement in the Growth team. Success in this area will then open up the individual to work on other similar optimizations in the company, notably in the Customer Success Team.

• Proven experience in managing operations for teams of 10+ people.

• Solid background in implementing, documenting, training, and rolling out processes.

• Demonstrated ability to improve the efficiency of team operations and commercial results. 

• Experience with customer engagement and retention.

• Proficiency in spreadsheets, CRMs, and CSMs.

• Excellent communicator in English (written and spoken).

• Self-motivated with the ability to initiate tasks and work independently.

• Data-driven approach with strong analytical skills.

• Excellent problem-solving skills, capable of working autonomously and addressing issues with minimal reliance on other teams.

• Great team player (no drama).
  

• Experience in a coaching or mentoring role.
  

• Familiarity with project management methodologies and project management tools.

• Ability to thrive in a fast-paced and dynamic environment.