We're Hiring: Service Delivery Manager – Customer Experience | Brazil
Keeta is an independent brand of Meituan, the world's largest tech-driven retail company. Keeta is revolutionizing the food delivery space. As a dynamic and innovative global platform, Keeta leverages cutting-edge technology to provide fast, reliable, and seamless food delivery experiences. With the mission "We help people eat better, live better", Keeta launched in 2023 and has rapidly expanded across key regions, including Hong Kong and Saudi Arabia.
Are you a natural at leading large-scale operations and delivering standout customer experiences? We're looking for a Service Delivery Manager who's ready to take ownership of CX in one of our fastest-growing markets — Brazil. If you're data-driven, process-obsessed, and passionate about raising the bar in customer service, this role is for you.
What You'll Do:
* End-to-end BPO operations across service teams
* Quality assurance, CSAT, FCR, and performance metrics
* Agent training, development, and process calibration
* Workforce management (forecasting, scheduling, adherence)
* Insights and analytics that fuel smart decisions
* Collaboration across quality, WFM, training, and ops teams
* Continuous improvement through automation + innovation
What We're Looking For
* 10+ years in customer service ops, incl. BPO & in-house
* Proven leadership in high-scale environments (1,000+ agents)
* Strong grip on QA, WFM, training, CX tools (Zendesk, Salesforce)
* Analytical thinker with a proactive mindset
* Fluent in Portuguese & English (Spanish is a plus)
* Bachelor's degree required; MBA & CX certifications are a bonus
* Open to occasional travel within LATAM
Why Keeta?
Innovation-Driven: Keeta uses the advanced technology solutions to disrupt the traditional food delivery landscape, making every order smarter and faster.
Fast-Growing & Dynamic: Keeta is expanding quickly, offering endless opportunities for personal and professional growth.
Global Impact: Join a company that's transforming the way people enjoy food, impacting communities around the world.
Why this Role?
This is your chance to shape the future of customer experience in Brazil — leading large-scale teams, driving operational excellence, and making real impact in a fast-growing market.
You'll work cross-regionally, innovate with data and automation, and help define how we deliver service at scale.
Location: Brazil
If you're ready to lead with heart and hustle — and help us create the gold standard of service in Brazil — this is your seat at the table.
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