Arco Educação

• Lead and develop the team under your responsibility (composed of Analysts and Assistants) • Plan, structure, and ensure flawless execution of store opening campaigns • Drive management of strategic projects and implement continuous improvements for store operations • Actively manage multiple stakeholders, interfacing with order, product, contracts teams, and others • Analyze performance data and operational metrics to inform decision-making.

Role Description No dia a dia você irá: - Liderar o time de onboarding, acompanhando performance, desenvolvimento e rotina operacional; - Garantir a condução da jornada de implantação ponta a ponta, desde o handoff comercial até a ativação completa do cliente; - Gerenciar carteira de clientes e projetos simultaneamente, garantindo organização, priorização e cumprimento de SLAs; - Atuar diretamente com clientes em reuniões, WhatsApp, e-mail e demais canais de comunicação; - Acompanhar indicadores operacionais e construir reports executivos da área; - Identificar gargalos, oportunidades de melhoria e propor evoluções de processo e produto; - Garantir excelência na experiência do cliente durante toda a jornada de onboarding; - Trabalhar em parceria com áreas como Comercial, Customer Success, Produto, Suporte e Tech; - Apoiar na construção de fluxos, playbooks, automações e iniciativas de escalabilidade operacional; - Conduzir apresentações executivas e alinhamentos estratégicos com stakeholders internos e clientes. Qualifications - Experiência prévia com operações de onboarding, implantação, customer success, projetos ou operações; - Experiência com liderança e desenvolvimento de times; - Forte capacidade de organização e gestão de múltiplos projetos simultaneamente; - Perfil analítico e experiência com acompanhamento de indicadores; - Excelente comunicação verbal e escrita; - Vivência com atendimento consultivo e gestão de relacionamento com clientes; - Experiência na construção de apresentações executivas e reports gerenciais; - Conhecimento em ferramentas de CRM, gestão de projetos e atendimento; - Excel intermediário/avançado. Requirements - Experiência em empresas SaaS, EdTech ou tecnologia; - Vivência com operações escaláveis e gestão de alto volume de clientes; - Conhecimento em melhoria contínua, automações e otimização de processos; - Experiência com ferramentas como HubSpot, Pipefy, Metabase ou similares; - Experiência em operações de implantação de plataformas digitais; - Conhecimento em indicadores de experiência do cliente, onboarding e adoção; - Facilidade em atuar em ambientes dinâmicos, em crescimento e transformação. Benefits - Auxílio alimentação e/ou refeição; - Plano de saúde e odontológico; - Vale transporte; - Licença maternidade e paternidade estendida; - Auxílio creche; - Cuidado com a saúde: parceria com a Wellhub e Zenklub; - Incentivo à educação; - Desconto em passagens aéreas; - Parceria com plano de saúde para Pet; - Acesso aos materiais didáticos Arco para filhos de colaboradores; - Parcerias para MBA e Pós Graduação.

• Contribute to the development of our data platform • Work in collaboration with analytics engineers, data scientists, business analysts and software engineers • Participate in a collaborative, inclusive, and results-oriented culture • Focus on continuous development

• Lead end-to-end design projects, from problem discovery to solution implementation. • Partner with Product Managers, Engineering, and stakeholders to build simple, efficient experiences aligned with business goals. • Conduct user research, interviews, and validations to inform product and design decisions. • Translate complex problems into clear, intuitive flows, journeys, and interfaces. • Play an active role in defining product strategy, contributing systemic thinking and a strong focus on user experience. • Create high-quality prototypes, flows, and specifications with attention to detail. • Use qualitative and quantitative data to guide decisions and measure the impact of proposed solutions. • Contribute to the evolution of the Design System and ensure consistency of experience across products and features. • Collaborate with other designers through critiques, knowledge sharing, and quality reviews. • Serve as a technical reference within the team, supporting more junior designers with day-to-day challenges.

• Monitorar diariamente a fila de chamados e realizar os atendimentos conforme SLA e prioridades. • Garantir que todas as solicitações sejam atendidas dentro do SLA, evitando escalonamentos. • Atuar como o primeiro filtro de segurança, conferindo se o chamado possui todas as informações necessárias e se a aprovação do gestor responsável está anexada corretamente antes de executar a liberação. • Interagir com os solicitantes para corrigir chamados abertos incorretamente ou com falta de informações, orientando o usuário sobre o processo correto. • Atender incidentes fazendo a análise necessária para corrigir o problema, participar de salas de WarRom quando necessário e apoiar os times de primeiro nível e demais stakeholders. • Participar do fluxo de admissão, garantindo que o processo está ocorrendo conforme o esperado, atuando em casos de falhas e também na melhoria continua do processo. • Acompanhar o fluxo de movimentação interna, garantindo que a política está sendo aplicada, principalmente na revogação de acessos para os casos elegíveis. • Executar com prioridade máxima os desligamentos e processo de guardrail, inativando contas, principalmente em sistemas legados para garantir a segurança da empresa. • Criar e manter atualizada toda a documentação de Gestão de Acessos (Normas, políticas, processos, procedimentos e etc). • Execução de controles de auditoria e recertificação de acessos. Será responsável por extrair relatórios, coletar IPEs, montar relatórios de recertificação de acessos e fazer a governança de todo o processo. • Eventualmente, desenvolvimento de pequenas automações que ajudem no operacional do dia-a-dia.

• Coordinate the vertical’s design team, ensuring high creative quality, brand consistency and timely delivery. • Serve as a technical and creative reference, supporting the team in conceptual development, expansion of Key Visuals (KVs) and aesthetic refinement. • Monitor the daily workflow, organize requests, set priorities and optimize deadlines in high-volume environments. • Lead constructive critiques and feedback rituals, focusing on technical and creative development and on each team member’s autonomy. • Actively participate in the creation of institutional campaigns, branding, social media, trade marketing, events and corporate presentations. • Work in multidisciplinary partnership with Copy, Planning, Audiovisual, PMM and Operations teams to ensure integrated deliveries. • Work hands-on in the execution of highly complex projects or those with major strategic impact for the business. • Encourage and implement the use of new technologies, integrating generative artificial intelligence tools into the workflow for visual exploration and scale gains. • Ensure area governance by keeping file organization, visual systems, guidelines and operational standards up to date.

• Lead the discovery and evolution of digital products, identifying opportunities and transforming complex problems into simple, scalable solutions; • Define the vision, strategy, and roadmap for initiatives under your responsibility, aligning business objectives, user needs, and technical feasibility; • Partner with Engineering, Design, Data, and other stakeholders to prioritize opportunities and ensure high-impact deliveries; • Conduct quantitative and qualitative analyses to support product decisions; • Define success metrics, monitor results, and promote continuous learning and optimization cycles; • Develop hypotheses, experiments, and tests to validate solutions before major investments; • Communicate context, direction, and results to different audiences across the organization; • Act as a product management reference within the squad, promoting best practices in discovery, prioritization, and execution.

• Act as the institution's main point of contact and focal point for isaac’s enrollment process, managing expectations and leading alignment meetings; • Ensure schools are fully trained on isaac’s enrollment process through online training sessions and provide support for operational questions; • Manage the full setup and configuration process for enrollment operations, handling multiple schools simultaneously and meeting SLAs; • Ensure schools have an outstanding and delightful experience with isaac; • Identify and implement process improvements to increase efficiency and quality.

• Collect and validate information on referred prospective clients and qualify those contacts • Reach out to schools via email, LinkedIn, WhatsApp and, primarily, phone calls • Schedule meetings with predefined personas and SLAs • Collaborate with the sales team to ensure a smooth handoff from lead generation to the sales process • Measure and evaluate pre-sales data, including conversion rates, no-show rates, and funnel-stage performance

• Execute the end-to-end Offboarding process for schools using internal tools (such as Salesforce), ensuring complete, accurate and traceable records of all steps, deadlines and information; • Calculate and consolidate schools' outstanding balances, ensuring accuracy in calculations and consistency of the data used; support the preparation and validation of debt spreadsheets to ensure they correctly reflect the institution's financial history; • Provide support to schools via Zendesk and other official channels, delivering clear, standardized responses within the defined SLA; • Manage the Offboarding email inbox, ensuring organization, prioritization and timely responses to schools' requests; • Conduct communications with schools throughout the closure process to ensure a consistent customer experience; • Collaborate with partner areas such as FinOps, Collections, Customer Service and Consultants to resolve pending issues and align information; • Maintain operational control of cases by tracking statuses, SLAs and potential process deviations; • Monitor Offboarding dashboards and operational controls to ensure data consistency and act promptly on deviations; • Support the identification of failures and opportunities for improvement in Offboarding processes, contributing to increased operational efficiency; • Ensure the quality and organization of recorded data, maintaining traceability and reliability for future analyses; • Work flexibly on operational tasks for partner teams, especially Risk, during periods of lower Offboarding volume, providing execution and support based on team priorities.