Operations Analyst – Products & Partners

Role Overview

• Conduct partner onboarding and provide ongoing post-integration support.
• Handle and manage tickets via Zendesk and other support tools.
• Monitor and analyze partners' KPIs and SLAs, identify deviations, and propose performance improvements.
• Identify operational risks and bottlenecks, implementing corrective and preventive actions.
• Ensure compliance with contractual obligations, internal policies, and regulatory requirements.
• Serve as a liaison between internal teams (Product, IT, Sales, CX, and Finance) to resolve partner-related issues.
• Support IT and Product teams in process reviews, system improvements, and operational optimizations.
• Standardize, document, and maintain partner governance processes.
• Lead governance meetings and present performance reports.
• Build presentations, dashboards, and analyses of results for internal and external monitoring.
• Develop training materials and deliver training sessions for partners and contact centers.
• Contribute to continuous improvement initiatives across post-sales, operations, and partner experience.

Requirements

• Bachelor's or technical degree in Business Administration, Logistics, or related fields.
• Intermediate to advanced Excel skills.
• Experience managing partners, channels, or suppliers (partnerships, operations, customer success, or B2B).
• Familiarity with support and ticketing tools, especially Zendesk and Agidesk.
• Ability to analyze and monitor performance indicators (KPIs and SLAs).
• Participation in process improvement projects or governance initiatives.
• Knowledge of compliance, contracts, and regulatory aspects (desired).
• Previous experience in technology companies, e-commerce, or marketplaces is a plus.
• Certifications or courses in partnership management, customer success, process management, or compliance are advantageous.

Benefits

• Flex Office – 2 days remote work and 3 days in-office.
• Birthday day off – take your special day however you prefer.
• Flexible working hours – more autonomy to organize your schedule.
• SulAmérica health and dental insurance.
• SulAmérica life insurance.
• Access to psychological counseling – platform with psychologists.
• On-site office massages – a moment of relaxation during your day.
• Relaxation room – a space to recharge.
• TotalPass – access to gyms and fitness activities.
• Flexible meal or grocery allowance – R$43.64 per day.
• Childcare assistance – for children up to 5 years old.
• Commuting support: transportation voucher, parking, or company shuttle.
• QultureRocks – performance management and development platform.
• Education assistance – available after 12 months with the company.
• Inspiring, disruptive culture – a dynamic, collaborative and innovative environment.
• Newborn kit – a special welcome gift for new parents.
• Internal events and engagement activities – team gatherings and social moments.
• Exclusive benefits on special dates – because every special moment deserves to be celebrated!