Lead and refine the company’s operations and manage external partners’ projects in the American and Brazilian markets, reporting directly to the CEO.Main responsibilities:- Create, supervise, and evolve management processes- Collaborate with a cross-functional team to guarantee success in all company endeavors- Define indicators and collect data to support data-driven decisions- Manage talent allocation on all company services- Manage multiple external partners’ projects in diverse fields and operation sizes

Connect foreign companies to Brazilian talent and build customer operations for both types of clients. Olby was created when Jungle Devs pivoted from a software factory to a talent network.Main responsibilities:- Oversee and facilitate the hiring process between foreign companies and Brazilian talent- Guarantee talent retention and customer satisfaction via a series of touchpoints, feedback, reports, and data collection- Guide and align bureaucratic processes such as international contracts and payments- Create the full process behind the customer operations in conjunction with recruitment, business/sales, experience, tech, and product teams, reporting directly to the founders.

I’ve always made it my mission to promote an inclusive environment in the teams I work with as it’s a subject close to my heart. However, by joining the D&I committee, I had the opportunity to partner with the People team to create campaigns and guidelines company-wide. It was an enriching experience.

Lead projects from multiple clients in diverse fields, nationalities, and operation sizes - both in English and Portuguese. Jungle Devs was a software factory with entire teams dedicated to their clients. It is now Olby.Main responsibilities:- Guide clients on scope and roadmap definition- Bridge the communication between the business and tech teams to define product requirements efficiently- Plan and manage the deliveries considering medium to high team rotation- Adapt and optimize processes and agile methodologies according to context- Mentor two junior project managers and supervise their projects

Project management for big American retailers, such as Walmart, The Home Depot, and Wayfair. Focus on 3D marketing content production at scale using agile methodologies.Main responsibilities:- Lead projects from scope to delivery, considering deadline, budget, and quality standards- Be the focal point among client, content production team, design crowdsourcing, and IT team- Elaborate and send progress reports for both clients and higher management- Optimize processes considering each project's specificity

Lead the implementation of the draft beer system at the clients' bars and restaurants.Main responsibilities:- Understand how the service fits into each client's business strategies- Teach the clients how to use the software through online meetings- Handle the equipment delivery logistics- Ensure that the system works properly on an opening dayMain tools: Asana, Appear In, Microsoft Excel, and Google Suite.

Connect with clients to ensure they are engaged with the product and reduce churn.Main responsibilities:- Understand how the clients interact with the system and help them use it in the most valuable way.- Team up with the development team to create more assertive solutions to the clients' needs.- Handle/reverse cancelation requests.- Supervise the support tickets.- Come up with campaigns with the Marketing team, using CS, support, and sales pipeline data.Main tools: Asana, Appear In, Microsoft Excel, and Google Suite.

Generate insights by analyzing customer support data from multiple platforms, crossed with strategic business info to promote product improvements. The team reported directly to the VP of Marketing Keri Buchanan, from PSafe's office in Silicon Valley.Main responsibilities:- Structure/maintain the data management tool- Monitor user feedback from the 5 products across US and LATAM markets- Bring customer support insights via reports to QA, Product, Acquisition, and Product Marketing teams- Monitor and provide performance feedback according to the BR and US teams' KPIs- Create and manage Help Center articles- Onboard new BR and US team membersThe insights generated at this time contributed actively to achieving the company’s breakeven.

- Customer support on social media and Play Store- FAQ production in English and PortugueseTools: Freshdesk, Scup, Google Play Console, Google Suit, Zendesk.

Social Media, advertising pieces and internal marketing.Tools: Adobe and Office Packages.

Contacting providers and media, planning budgets and presenting it to clients.Tools: Office Package.