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Customer Experience Program Specialist

Brazil, Sao Paulo · Job Posted May 27, 2026
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Job Description

The Special Projects & Governance team within Delivery CX LATAM leads high-impact strategic initiatives that improve operational performance, execution excellence, and cross-functional alignment across the region. The team connects global priorities with regional execution by driving governance routines, strategic forums, business insights, and transformational projects that support scalable and customer-centric operations. In this role, the candidate will play a key role in improving how the organization operates, prioritizes, and executes against its strategic goals, while partnering with regional and global stakeholders across multiple initiatives.

Job Responsibility

  • Support governance and strategic execution routines across Delivery CX LATAM, including business reviews, leadership forums, reporting structures, and operational cadences.
  • Develop insights and strategic recommendations based on operational performance, trends, and business priorities to support decision-making and organizational alignment.
  • Partner cross-functionally with regional and global stakeholders to connect broader organizational priorities with LATAM initiatives and execution plans.
  • Lead or support special projects focused on operational improvement, scalability, process optimization, and strategic transformation.
  • Identify gaps, operational challenges, and improvement opportunities proactively, helping drive actionable solutions and stronger execution across the organization.
  • Explore opportunities to improve team efficiency and ways of working through automation, AI-enabled solutions, and operational innovation.

Requirements

  • 3+ years of experience in project/program management, business operations, customer experience, consulting, analytics, or related fields.
  • Strong analytical and problem-solving skills, with the ability to interpret data, identify insights, and support strategic decision-making.
  • Curious and growth-oriented mindset, with interest in exploring new technologies, AI tools, and ways of working to improve operational effectiveness.
  • Highly proactive and organized, with the ability to identify opportunities, solve problems independently, and operate effectively in fast-paced and ambiguous environments.

Nice to have

  • Extensive experience in Customer Experience (CX), Community Operations, support operations, or related operational environments.
  • Demonstrated ability to use AI tools or automation solutions to improve team efficiency, streamline processes, or drive measurable business impact.
  • Ability to balance strategic thinking with strong execution and attention to detail.
  • Strong written and verbal communication skills, with the ability to synthesize information and communicate clearly across different stakeholders.
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