About our organization
We are a global company with a mission to revolutionize the delivery of food and consumer goods worldwide.
Our motto is simple yet powerful: We help people eat better, live better.
As a Senior Category Manager, you will be responsible for managing and coordinating multiple outsourced service providers (BPOs). You will define and implement KPIs/SLAs, conduct regular operational reviews, and drive outsourced teams to achieve service quality and efficiency targets.
You will also review and standardize customer service workflows, scripts, and operating procedures (SOPs) to ensure consistent service experience. Additionally, you will promote process digitization, automation, and tool adoption to improve overall efficiency and accuracy.
MOREOVER, you will collaborate with business teams to design and implement training programs, supporting capability building for outsourced teams. You will also establish or supervise quality assurance mechanisms to ensure service quality and compliance of outsourced teams.
The ideal candidate will have highly developed communication skills, ability to adapt to changing business environments, and strong learning ability. Proficiency in Portuguese and English is required. Experience in merchant operation support is an advantage.