W Premium Group

Operations

• Supervise and support local managers/coordinators at each unit across Brazil
• Standardize operational processes, procedures, and customer service protocols across all units
• Define, monitor, and report operational KPIs
• Conduct regular visits to units for audits, training, and on-site support
• Participate in the opening of new units, including defining the structure, staffing, and operational workflows
• Manage the units’ operating budgets in collaboration with the Finance team
• Lead and support the recruitment, training, and development of local teams in partnership with HR
• Ensure compliance with safety and health standards, airport/partner contracts, and regulatory requirements
• Resolve critical escalations
• Report directly to the executive leadership team through regular performance reports and action plans
• Lead the standardization, quality, operational efficiency, expansion, and continuous improvement of W Premium Lounge’s operations

National Operations Manager