OVERVIEW:
We're looking for a Business Operations Manager to sit at the center of our Customer Strategy organization — the single point of connection between the field, CS leadership, and our AI Build Team.
This role exists to turn CS vision and the real needs of our CSMs and Directors into solutions that actually get built, launched, adopted, and measured. You'll own the full project portfolio, run a centralized intake for field needs, translate strategy into clear requirements, and drive adoption across the organization — so the team scales without leadership sponsoring every initiative.
This is not a status-only PMO role. You carry a real prioritization mandate and a seat at the table with senior stakeholders. The right person is a connector and integrator — someone who is equally comfortable with a junior CSM and a VP, who builds trust quickly, and who makes things happen across teams.
REQUIREMENTS:
Fluent in Portuguese and English — both written and spoken
Exceptional with senior stakeholders — comfortable and credible with VPs and C-level; reads the room at the top table
Equally at ease with a junior CSM and with executives — navigates the full organization
Genuinely good with people — well-liked, builds trust quickly, strong relationship builder
Integrator mindset — a connector who makes things happen across teams; worldly and practical, not a technician
Strong stakeholder management skills — holds priority under pressure across competing demands
WHAT YOU’LL DO:
Portfolio & Project Management
Own the full project backlog (~22 active projects) in a single source of truth: status, priority, sponsor, and impact — kept live and visible at all times
Hold priority under pressure across competing demands and multiple stakeholders
Centralized Intake & Prioritization
Run a single intake for field needs and eliminate ad-hoc parallel requests
Prioritize with judgment rather than by who asks loudest
Align fast with leadership before anything is built
Vision to Solution
Translate CS vision into clear, actionable requirements
Map processes across the organization to determine what should be built with technology or AI — and what should not
Deployment & Adoption
Drive rollout with the champion network and ensure real adoption — not just launch
Unblock work with the AI Build Team and Sciene
Impact Measurement
Maintain the progress dashboard tracking headcount, cost, churn/NRR, adoption, and other key KPIs
Report on program impact monthly to CS leadership
PREFERRED QUALIFICATIONS:
Experience in project management — sprints, agile methodology, running multi-stakeholder programs
Background in CS, RevOps, BizOps, or ad-tech / SaaS environments
Familiarity with BI tools and SharePoint
Comfort with AI tools (e.g. Claude) — you don't need to be technical, but you should understand what's buildable and be willing to get hands-on
This is a PJ contract based in Brazil.