Mid-Level Operational Excellence and Continuous Improvement Analyst – Digital Products Customer Support

Globo

. Map, document, and improve customer support processes with a focus on efficiency, quality, and customer experience .

Posted 9/24/2026full-timeSão Paulo • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong analytical skills and a systems-thinking perspective to enhance customer support processes and improve customer experience. Proficient in process management, CRM tools, and data analysis to drive continuous improvement and operational efficiency.

Highest-signal resume keywords

Customer Experience ManagementProcess Management and MappingCRM Tools ProficiencyData Analysis and InterpretationAgile Methodologies

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Analytical SkillsProcess ManagementWorkflow DocumentationUser Acceptance Testing (UAT)Performance Indicator AnalysisContinuous Improvement ProposalsOperational CommunicationArtificial Intelligence ApplicationExecutive Presentation CreationKnowledge Base Management

Soft Skills

Strong Organizational SkillsExcellent Verbal and Written CommunicationCollaborative MindsetResults-OrientedAutonomy and Prioritization

Tools & Technologies

SalesforcePower BICRM SystemsIVR SystemsSupport AutomationDigital ChannelsKnowledge BasesBots

Industry Keywords

Customer Support OperationsConsumer Experience ManagementDigital ProductsStreaming MarketSubscription MarketOmnichannel Customer Support

About the role

Key responsibilities & impact

Map, document, and improve customer support processes with a focus on efficiency, quality, and customer experience
Identify improvement opportunities through analysis of performance indicators, consumer behavior, and operational performance
Conduct studies, executive presentations, and diagnostics to support decision-making
Participate in strategic projects, representing the customer support perspective in the definition and implementation of new journeys, products, and features
Perform validations, User Acceptance Testing (UAT), and process and tool sign-offs
Support the governance of CRM systems, categorization trees, knowledge bases, support workflows, IVR systems, bots, and other automation solutions
Publish and manage operational communications, ensuring that knowledge is kept up to date and effectively disseminated to customer support teams
Monitor operational indicators and propose corrective and evolutionary actions to continuously improve results
Act as a liaison between operations, technology, product, and partners, ensuring process alignment and the resolution of operational deviations
Support the identification, communication, and monitoring of operational failures and incidents that affect the consumer experience

Requirements

What you’ll need

Bachelor’s degree or equivalent higher education qualification
Strong analytical skills and a systems-thinking perspective to understand customer journeys, processes, and their impact on the customer experience
Experience identifying opportunities, diagnosing problems, and developing continuous improvement proposals
Knowledge of process management and mapping, workflow documentation, and the definition of operating procedures
Ability to interpret performance indicators, prepare analyses, and create executive presentations
Ability to work in a multidisciplinary environment, influence different teams, and align with stakeholders
Knowledge of customer support operations, Customer Experience (CX), and consumer experience management
Experience with CRM tools, knowledge bases, support automation, bots, IVR systems, or digital channels
Ability to conduct tests, sign-offs, and process validations, and monitor implementations
Strong organizational skills, autonomy, and prioritization skills when managing multiple demands simultaneously
Excellent verbal and written communication skills, with the ability to translate complex topics into clear, concise guidance
Collaborative, data-driven, results-oriented, and continuous-improvement mindset
Knowledge of Salesforce, Power BI, and data analysis tools
Experience with agile methodologies and project management
Experience applying Artificial Intelligence to customer experience, automation, or operational productivity
Knowledge of the digital products, streaming, subscription, and omnichannel customer support markets

Benefits

Comp & perks

100% remote hiring processes
Applications encouraged from anywhere in Brazil and around the world
Diverse, inclusive, and welcoming environment
Opportunities to innovate and develop new technologies
Work with digital products, content, news, business, and technology