Customer Operations Transformation Lead in Brazil, Indiana at Jobgether

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Customer Operations Transformation Lead in Brazil.

This is a senior, time-bound leadership role focused on shaping and executing the next phase of Customer Operations transformation in a fast-evolving, regulated environment. You will play a central role in designing and embedding new operational capabilities across Risk Operations, Shared Services, and dual-brand customer support structures. The position requires close collaboration with senior leadership teams to ensure strategic alignment and successful execution of complex operational changes. You will drive the transition from current-state operations to a scalable, locally owned model while safeguarding service continuity and regulatory compliance. Acting as a bridge between global best practices and local execution realities, you will ensure solutions are adapted effectively to the Brazilian market. This role combines strategic transformation leadership with hands-on delivery oversight in a high-impact, high-visibility environment.

In this role, you will lead the end-to-end transformation of Customer Operations, ensuring structured delivery of the target operating model across Risk Operations, Shared Services, and dual-brand integration. You will work across multiple stakeholders to ensure alignment, execution discipline, and sustainable capability building.

• 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

This role requires extensive experience in operational transformation within regulated environments, combined with strong leadership and stakeholder management skills. The ideal candidate is both strategic and execution-oriented, capable of navigating complex, matrixed organizations.

• 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

• Senior leadership role with high strategic impact on business transformation
• Fixed-term 12-month international secondment opportunity
• Exposure to global operating models and cross-market transformation programs
• Opportunity to shape foundational Customer Operations capabilities in a high-growth market
• Collaboration with senior international and local leadership teams
• Competitive compensation package aligned with seniority and scope
• Opportunity to define long-term operating and leadership structure outcomes
• Dynamic, fast-paced, and transformation-driven environment