Department Manager, Operations

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Department Manager, Operations based in Brazil .

The Department Manager, Operations will lead the daily performance and continuous improvement of a customer-focused operational team within a mission-driven environment. This role is responsible for ensuring efficient service delivery, strong team performance, and a consistently high-quality customer experience. The position combines operational leadership, employee development, process optimization, and cross-functional collaboration. You will guide supervisors, resolve complex challenges, and help shape strategies that improve productivity and service outcomes. The ideal candidate is a proactive leader who can balance business priorities with people-focused management. This opportunity offers the chance to make a meaningful impact within a large-scale organization focused on supporting members and communities. The role requires strong judgment, adaptability, and the ability to drive positive change in a fast-paced operational setting

Accountabilities:: The Department Manager, Operations is responsible for overseeing operational activities, developing leaders, improving processes, and ensuring service excellence. This role requires strong collaboration across teams, effective problem-solving, and the ability to translate organizational goals into measurable operational outcomes.

Manage daily department operations, ensuring service levels, productivity goals, attendance expectations, and customer experience standards are consistently achieved.

Monitor operational performance, identify improvement opportunities, and implement solutions that enhance efficiency, quality, and first-contact resolution.

Lead, coach, and mentor supervisors by providing guidance, performance feedback, conflict resolution support, and professional development opportunities.

Facilitate supervisor meetings, support quality assurance initiatives, and promote consistent coaching practices across the team.

Partner with leadership teams on strategic planning, operational projects, communication initiatives, and process improvement efforts.

Review and update procedures, workflows, and role expectations to support evolving business needs and operational effectiveness.

Oversee employee performance management activities, including goal setting, evaluations, recognition, and recommendations related to compensation decisions.

Ensure compliance with organizational policies, regulatory requirements, privacy standards, and industry best practices.

Collaborate with internal teams including technology, web, human resources, and other operational departments to improve processes and coordinate initiatives.

Support recruiting, onboarding, training, workforce planning, and business continuity activities to maintain strong operational readiness.

Build effective relationships with employees, stakeholders, and external partners to resolve issues and encourage collaboration.

Requirements:

The ideal candidate brings proven operational leadership experience, strong communication abilities, and a track record of managing teams in a complex, service-oriented environment. Candidates should demonstrate strong organizational skills, business judgment, and the ability to drive improvements while maintaining a customer-first approach.

Bachelor’s degree with at least 3 years of relevant experience, or 5–7 years of related professional experience.

Minimum of 3 years of supervisory or managerial experience leading teams and supporting employee development.

Experience managing operational teams, customer service functions, call centers, or similar service environments preferred.

Strong understanding of business processes, service delivery operations, and customer experience practices.

Ability to manage multiple priorities, projects, and responsibilities in a fast-paced environment.

Demonstrated leadership, coaching, and interpersonal skills with the ability to motivate teams.

Strong analytical and problem-solving skills, including the ability to investigate issues and recommend effective solutions.

Excellent verbal and written communication skills with the ability to interact across all levels of an organization.

Strong organizational skills, attention to detail, and the ability to manage projects from planning through completion.

Ability to adapt to changing priorities while maintaining focus on operational goals.

Professionalism, reliability, flexibility, and a strong commitment to teamwork and continuous improvement.

Benefits:

Competitive annual salary range of $88,000–$109,000 , based on skills, experience, education, certifications, internal equity, and organizational needs.

Comprehensive health, dental, prescription, and vision coverage with family benefits fully paid by the organization.

Company-funded pension plan at no cost to employees.

401(k) retirement plan with company matching contributions.

Health care and dependent care Flexible Spending Accounts (FSAs).

Paid vacation and paid time off programs.

Flexible start times and hybrid work-from-home flexibility.

Lunch stipend for onsite café access.

Tuition reimbursement opportunities.

Supportive nonprofit environment focused on employee growth, collaboration, and long-term impact.

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