Responsável por otimizar o custo operacional dos times internos e terceirizadas e, a operação de atendimento atuando na melhor performance possível para cada indicador de eficiência.Finance, responsável pelo forecast do custo operacional e pela estratégia a longoprazo dos indicadores (Custo operacional total, Custo direto e indireto)Operação, OKRs de eficiência e produtividadeCustomer Services, responsável pelo resultado de entrega dos SLAs determinados para cada atendimento;Segmentação do atendimento por tipo de produto/cliente

• Translate the project requirements from the group into incremental, actionable user stories and tasks.• Manage and prioritize the product backlog to ensure that it is aligned with project goals and product strategy.• Be an Agile Product Owner, driving the execution of the roadmap with the scrum team in a timely manner.• Develop and manage a detailed project schedule and work plan.• Communicate effectively with stakeholders and provide project updates on a consistent basis about project implementation strategy, progress and adjustments.• Participate in the daily scrums, sprint planning meetings and sprint reviews and retrospectives.• Create and help maintain product documentation.

Innovation, Process Improvement and Operational Excellence.• Collaborating with a team of business analysts to promote design consistency across multiple products, focusing on the user experience as well as the look and feel of common interfaces. • Driving collective process improvements across all teams and acting as a focal point for the group when approached for input from stakeholders.· Communication between stakeholders (end users, product managers, developers, QAs)· Requirements gathering and design, including edge cases and intricacies· Backlog management (reviewing bugs, feature requests, incidents, splitting user stories)· Process review and improvements· Domain and application knowledge support for consultants· Testing, including non-functional expectations (performance, resilience, scalability)· Cross team collaboration (design and user experience)

• Responsible for application support, service request investigation and resolution, supporting and training internal and external customers, and creating knowledge materials for employees and customers.• Educate and empower customers by facilitating them with training tools and application knowledge.• Triage and document all software issues within TOTVS and reporting any bugs within the software by escalating to Development team.

Mapeamento de processo visando a melhoria da base de dados do sistema.