Department Manager, Operations

Overview

This opportunity is offered through a partner company seeking a Department Manager for Operations based in Brazil. The role involves leading a customer-centric operational team to ensure high service quality, efficient workflows, and continuous performance enhancement within a mission-driven setting.

Key Responsibilities

• Oversee daily operations ensuring service targets, productivity, attendance, and customer satisfaction standards are met consistently.
• Assess operational metrics to identify and implement improvements that enhance efficiency, quality, and first-contact resolution rates.
• Provide leadership, coaching, and mentorship to supervisors, including performance reviews, conflict management, and professional growth support.
• Conduct regular supervisor meetings, uphold quality assurance initiatives, and encourage uniform coaching methodologies across teams.
• Collaborate with leadership on strategic planning, operational initiatives, communication projects, and process enhancements.
• Maintain and revise procedures, workflows, and role descriptions to adapt to evolving business requirements.
• Manage employee performance activities such as goal setting, evaluations, recognition programs, and contribute to compensation decisions.
• Ensure adherence to company policies, regulatory compliance, privacy standards, and industry best practices.
• Work jointly with technology, web, HR, and other internal operational departments to optimize processes and coordinate efforts.
• Support recruitment, onboarding, training, workforce planning, and business continuity to maintain operational efficiency.
• Foster strong relationships with staff, stakeholders, and external partners to resolve challenges and promote cooperation.

Qualifications

• Bachelor’s degree with a minimum of 3 years relevant experience, or between 5 to 7 years in a related professional role.
• At least 3 years’ experience in a supervisory or managerial capacity leading teams and supporting employee development.
• Background managing operational teams, customer service roles, call center environments, or similar service-focused settings is preferred.
• Strong knowledge of business processes, operational delivery, and customer experience management.
• Capability to juggle multiple priorities and projects within a dynamic, fast-paced environment.
• Proven leadership, coaching, and interpersonal skills to inspire and motivate teams effectively.
• Excellent analytical thinking and problem-solving aptitude with a focus on investigative and solution-oriented approaches.
• Superior verbal and written communication skills for interaction at all organizational levels.
• Meticulous organizational abilities with strong attention to detail, managing projects from inception to completion.
• Adaptability to shifting priorities while maintaining focus on operational objectives.
• Demonstrates professionalism, dependability, flexibility, and a dedication to teamwork and ongoing improvement.

Compensation and Benefits

• Competitive annual salary ranging between $88,000 and $109,000 based on qualifications and experience.
• Comprehensive health, dental, prescription, and vision insurance fully covered by the employer for employees and families.
• Company-sponsored pension plan at no employee cost.
• 401(k) retirement plan featuring company matching contributions.
• Options for Health Care and Dependent Care Flexible Spending Accounts (FSAs).
• Paid vacation and paid time off programs.
• Flexible start times with hybrid work-from-home options.
• Onsite café lunch stipend.
• Tuition reimbursement opportunities to support ongoing education.
• Employment within a supportive nonprofit culture fostering growth, teamwork, and long-term impact.