Customer Service Projects Lead

Accountabilities:

• • Lead regional and global technology deployment, adoption, and operational improvement initiatives across Order-to-Cash and Customer Service processes.
  • Structure and manage projects end to end, from diagnosis and scope definition through execution, adoption, performance tracking, and delivery of measurable results.
  • Support initiatives designed to improve billing quality, increase invoice accuracy, and reduce disputes through process and technology enhancements.
  • Coordinate cross-functional stakeholders across Customer Service, Finance, Accounts Receivable, Commercial, Supply Chain, and IT to ensure alignment and effective execution.
  • Drive the implementation, rollout, and adoption of digital tools including Palantir, Salesforce Case Management, Email Management, and Five9.
  • Identify opportunities to simplify, standardize, automate, and continuously improve processes and customer experience.
  • Analyze complex datasets and translate findings into practical recommendations, dashboards, KPIs, and executive-level presentations.
  • Present project progress, insights, risks, and recommendations to senior leadership and other key stakeholders.
  • Contribute to global and regional transformation programs, adapting priorities and approaches to evolving business requirements.
  • Identify systemic issues, coordinate resolution efforts, and help ensure technology investments deliver sustainable operational improvements.

  Requirements:

  • Bachelor’s degree in Business, Finance, Engineering, or a related discipline; a master’s degree is an advantage.
  • 5–8+ years of experience in Order-to-Cash, Customer Service Operations, Finance, Process Improvement, or a related field.
  • Proven experience leading cross-functional technology deployment, adoption, improvement, or transformation initiatives within a global environment.
  • Strong analytical capabilities, with the ability to turn data and complex information into actionable business solutions.
  • Experience collaborating with international and cross-functional teams to drive technology adoption and process improvements.
  • Advanced proficiency in Excel and PowerPoint.
  • Experience with SAP, Salesforce/SFDC, or comparable ERP and business systems.
  • Familiarity with automation, artificial intelligence, and digital tools designed to improve operational efficiency and customer experience is highly valued.
  • Strong problem-solving, structured thinking, and project management capabilities.
  • Ability to work independently with a high degree of ownership, accountability, and focus on execution.
  • Excellent communication and presentation skills, with confidence influencing and challenging senior stakeholders.
  • Ability to manage multiple priorities and deliver results in a complex, fast-moving global environment.
  • Fluent English is mandatory; Spanish is considered an advantage.
  • A results-driven mindset, adaptability, and strong stakeholder management skills are essential.

  Benefits:

  • Fully remote work model in Brazil.
  • Opportunity to work on global technology deployment and transformation initiatives.
  • High level of autonomy and visibility across international teams.
  • Exposure to Customer Service, Finance, IT, Commercial, Supply Chain, and Order-to-Cash operations.
  • Opportunities for professional growth, learning, and development.
  • Competitive compensation and comprehensive benefits.
  • Healthcare-related benefits, including medical, dental, and vision coverage.
  • Retirement benefits, including a 401(k) plan where applicable.
  • Supportive, inclusive, and diverse working environment.
  • Opportunity to contribute to innovative solutions involving automation, AI, and digital technologies.
  • Career development opportunities within a global organization.