Job Purpose

Responsible for directing the strategy of the service Network, ensuring the performance required to deliver SLA and NPS committed with business partners, as well as delivering the best cost-quality ratio.

Responsibilities

Define the long-term strategy of service network to support the growth of HRO, Auto and Mobile market. Design and develop a certification program to ensure we have the right providers to conduct our CX goals. Develop the plan to have the best service network size, service capabilities and capacity. Develop de capabilities, systems and procedures to reduce friction on the service. Work together with the service network to improve final customer NPS. Improve procedures and communication with service network and final customer. Design the procedures to achieve integration with service provider systems. Design and execute the initiatives to improve final customer experience. Design and develop the onboarding process to give the right maintenance to service network. Ensure the best cost-quality ratio, promoting actions to monitor the network and building a long-term partnership with providers. Monitor and guarantee coverage rates and quality of the network services needed for delivery of the results and goals. Make visits to service centers to strengthen partnerships, proposing actions that reinforce brand with providers, such as network qualification and disclosure of procedures and processes. Establish service network models according to the needs of the business through market demand analysis. Perform the analysis of new product frameworks regarding the availability of the service network. Analyze and approve the reimbursements applied on the service network. Ensure the individual development of the service team, stimulating their performance improvement to deliver the established goals and SLAs.

Requirements

Required Education: Adminitration, engineering, international trading, Bachelor on logistic. Desirable an MBA. Indispensable: Proven experience managing high performance teams. Knowledge of service networks and vendor management. Experience in CX for high transactional business. Experience on supply chain and logistic. 8 years of related experience. Excellent organizational, planning and coordination skills. High problem solving and analytical skills. High Negotiation skills.

Fluent English (desirable).