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Continuous Improvement & Technical Go-To-Market Manager

On-site in Campo Grande·Added 2 days ago (last checked 29 Oct)

NOS

21 open roles

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Our summary

Work mode: On-site, Campo Grande
Experience: 3+ years

Skills

This job advert was originally written in Portuguese.

Requirements

What we're looking for

• Bachelor's/Master's degree in Engineering, Management, or a relevant quantitative field;

• 3+ years of experience in Continuous Improvement, Operational Efficiency, or Technical Support in the Telco or Technology sector;

• Practical experience supporting Technical Support operations and/or field teams (Field Force);

• Experience in flow/process design, definition of technical troubleshooting procedures, and operational readiness for new products;

• Proficiency in data analysis tools (Excel, Power BI) and customer service KPIs;

• Critical spirit, an integrative profile, and ease of dialogue between business areas, IT, and operations.

What we have to offer

Pay & benefits

What you'll get

• We promote self-learning and continuous learning through internal initiatives that allow our employees to have contact with the latest news and trends in various areas;

• We regularly implement various initiatives to promote well-being, emotional stability, social ties, and work-life balance;

• We offer all our employees a benefits package, as well as discounts on the purchase of NOS products and services;

• We have a vast set of partnerships with exclusive discounts and conditions for our employees.

The role

We are a future-oriented company, committed to excellence and customer satisfaction.

We offer state-of-the-art fixed and mobile solutions, television, internet, voice, and data for all market segments. We are leaders in film distribution and exhibition, being the exhibitor with the most complexes and screens. We believe in the power of technology to combat the environmental and social challenges we face. We are part of something larger than ourselves, and our ambition is to leave a positive mark on everything we do.

In order to continue guaranteeing and evolving the services we provide to our customers, we are recruiting a Continuous Improvement Manager profile for the Customer Operations area of NOS.

What we expect from you

What you'll do

In the Technical Continuous Improvement component:
• Design and improve processes, focusing on customer experience, for Technical Support and Field Force operations
• Monitor and analyze operational/customer indicators, identifying improvement opportunities, quantifying and evaluating impacts on operations, and building forecasts to support decision-making
• Identify and implement improvement opportunities with effective impact and results on Technical Support and Field Force operations
• Align with all areas of NOS to ensure the implementation of planned improvement actions
• Develop and monitor intra- and extra-departmental projects with an impact on operations
• Act as the pivot for Customer Operations on technical matters with an impact on Technical Support and the Field Force, alongside all areas of the company

In the Technical Go-to-Market / Go-to-Network component:
• Follow all launch actions for equipment, offers, builds, and network interventions that impact Technical Support and Field Force operations
• Ensure that the requirements and solutions proposed by product managers minimize the impact on customer experience, and that the process and troubleshooting needs of operations are secured
• Work transversally with different areas (Marketing, Sales, Product, Operations, Logistics, IT), promoting synergies and integrated execution
• Define, plan, and coordinate the training needs of contact managers and technicians
• Monitor the impact of launches and campaigns on call performance and technical appointments during the product baby-sitting phase

Who we are looking for