Customer Operations Transformation Lead

New

BrazilFull-TimeSenior

Salary not disclosed

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Job Details

Proven experience leading large-scale operational transformation programs across multiple countries
Strong expertise in Risk Operations (fraud, AML, safer gambling, or equivalent regulated domains)
Experience designing and implementing operating models and shared services functions
Strong understanding of operational analytics, data governance, and automation in operations
Ability to operate effectively in complex, matrixed, and fast-changing environments
Strong stakeholder management and influencing skills across senior and cross-functional teams
Ability to balance strategic thinking with hands-on execution delivery
Strong decision-making skills in ambiguous and high-pressure situations
Experience in regulated industries is highly desirable

Lead the Customer Operations transformation program from current state to target operating model
Translate strategic objectives into structured phases, milestones, and measurable outcomes
Build Risk Operations capabilities covering fraud, safer gambling, and AML functions
Define and embed operating models, escalation frameworks, and regulatory-aligned risk policies
Implement tools, systems, and governance structures for case management and compliance monitoring
Lead the creation of a Shared Services function including planning, QA, training, and change management
Design and implement a dual-brand operational model ensuring efficiency and regulatory alignment
Manage stakeholder engagement across local and global teams, ensuring alignment and execution support
Establish governance frameworks, KPIs, and performance reporting structures for long-term sustainability
Ensure smooth transition of responsibilities from global teams while minimizing operational disruption

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