Customer Service Projects Lead

Job description

Accountabilities: Lead regional and global technology deployment, adoption, and operational improvement initiatives across Order-to-Cash and Customer Service processes. Structure and manage projects end to end, from diagnosis and scope definition through execution, adoption, performance tracking, and delivery of measurable results. Support initiatives designed to improve billing quality, increase invoice accuracy, and reduce disputes through process and technology enhancements. Coordinate cross-functional stakeholders across Customer Service, Finance, Accounts Receivable, Commercial, Supply Chain, and IT to ensure alignment and effective execution. Drive the implementation, rollout, and adoption of digital tools including Palantir, Salesforce Case Management, Email Management, and Five9. Identify opportunities to simplify, standardize, automate, and continuously improve processes and customer experience. Analyze complex datasets and translate findings into practical recommendations, dashboards, KPIs, and executive-level presentations. Present project progress, insights, risks, and recommendations to senior leadership and other key stakeholders. Contribute to global and regional transformation programs, adapting priorities and approaches to evolving business requirements. Identify systemic issues, coordinate resolution efforts, and help ensure technology investments deliver sustainable operational improvements. Requirements: Bachelor’s degree in Business, Finance, Engineering, or a related discipline; a master’s degree is an advantage. 5–8+ years of experience in Order-to-Cash, Customer Service Operations, Finance, Process Improvement, or a related field. Proven experience leading cross-functional technology deployment, adoption, improvement, or transformation initiatives within a global environment. Strong analytical capabilities, with the ability to turn data and complex information into actionable business solutions. Experience collaborating with international and cross-functional teams to drive technology adoption and process improvements. Advanced proficiency in Excel and PowerPoint. Experience with SAP, Salesforce/SFDC, or comparable ERP and business systems. Familiarity with automation, artificial intelligence, and digital tools designed to improve operational efficiency and customer experience is highly valued. Strong problem-solving, structured thinking, and project management capabilities. Ability to work independently with a high degree of ownership, accountability, and focus on execution. Excellent communication and presentation skills, with confidence influencing and challenging senior stakeholders. Ability to manage multiple priorities and deliver results in a complex, fast-moving global environment. Fluent English is mandatory; Spanish is considered an advantage. A results-driven mindset, adaptability, and strong stakeholder management skills are essential. Benefits: Fully remote work model in Brazil. Opportunity to work on global technology deployment and transformation initiatives. High level of autonomy and visibility across international teams. Exposure to Customer Service, Finance, IT, Commercial, Supply Chain, and Order-to-Cash operations. Opportunities for professional growth, learning, and development. Competitive compensation and comprehensive benefits. Healthcare-related benefits, including medical, dental, and vision coverage. Retirement benefits, including a 401(k) plan where applicable. Supportive, inclusive, and diverse working environment. Opportunity to contribute to innovative solutions involving automation, AI, and digital technologies. Career development opportunities within a global organization. How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1 This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Service Projects Lead based in Brazil. This is a remote leadership opportunity focused on technology deployment and continuous improvement across global Order-to-Cash and Customer Service operations.The role combines project leadership, process expertise, data analysis, and hands-on technology adoption to improve operational efficiency and customer experience.You will lead initiatives involving platforms such as Palantir, Salesforce Case Management, Email Management, and Five9.Working across Customer Service, Finance, Accounts Receivable, Commercial, Supply Chain, and IT, you will drive alignment and resolve systemic challenges.You will translate complex data into actionable insights, dashboards, KPIs, and recommendations for senior leadership.The position offers significant visibility and autonomy, requiring strong stakeholder influence and the ability to manage global transformation initiatives.It is an ideal opportunity for a results-oriented professional who enjoys connecting technology, processes, and people to deliver measurable business improvements.