• Monitorar, acompanhar e atualizar diariamente os chamados em atendimento. • Monitorar continuamente os grupos de WhatsApp dos clientes. • Garantir retorno inicial em até 15 minutos. • Identificar solicitações urgentes. • Direcionar corretamente as demandas aos coordenadores/analistas responsáveis. • Manter o cliente informado sobre o andamento dos atendimentos. • Registrar solicitações recebidas via WhatsApp quando necessário. • Efetuar o controle de férias dos colaboradores. • Realizar os agendamentos junto ao RH. • Organizar documentos administrativos. • Controlar agendas da equipe quando necessário. • Auxiliar no controle de treinamentos e certificações. • Consolidar horas trabalhadas e montar relatórios de faturamento. • Elaborar extratos detalhados dos atendimentos. • Organizar documentação dos clientes. • Acompanhamento de contratos. • Agendamento de reuniões.

• Support the development of launch strategy, commercial planning, and business planning for Germany. • Define goals, strategies, tactics, and market analyses to maximize the potential of a new rare disease product for Rett syndrome. • Oversee marketing and launch activities, including brand, marketing, PR, and digital plans; investment alignment; forecasting; demand planning; and launch execution. • Track launch performance and support commercial and field force excellence initiatives. • Coordinate cross-functional alignment across medical, marketing, PR, digital, market access, and reimbursement activities. • Assess market research and competitive benchmarks. • Support the development of commercial materials for KAMs. • Support customer-facing execution, CRM and territory management systems, ROI evaluation, budget allocation, sales targets, and incentive systems. • Partner closely with the EU Commercial team and the GM Germany for strong regional-country alignment on commercial priorities.

Role Description We are looking for an experienced Director of Operations to lead our Operations department, the team responsible for turning purchased ticket inventory into fulfilled, profitable outcomes. Reporting to the Integrator, you'll own department strategy and execution, design and document our core processes, manage tactical marketplace relationships, and drive Ops performance and continuous improvement. You'll lead a team spanning order support & fulfillment, and analytics/team leadership, ensuring service levels, accuracy, and throughput targets are consistently met while growing your team's capability. Culturally, you're: - A deeply curious leader who asks questions, avoids assumptions, and brings a beginner's mindset to understanding the marketplace and the team. - Relentlessly driven, focused, persistent, and committed to hitting operational targets, always seeking the next improvement rather than settling. - Someone who gives and receives honest, compassionate feedback; transparent with your team and stakeholders, without political games. - A true team player who prioritizes team wins over individual credit and goes the extra mile to help peers and direct reports succeed. - Someone who owns outcomes fully, acknowledging mistakes openly and taking full accountability for your department's results. Qualifications - 5+ years of experience in operations management, ideally within e-commerce, marketplace, ticketing, or another high-volume transactional environment. - 3+ years leading and developing multi-function teams (e.g., support/fulfillment, quality assurance, analytics or reporting). - Demonstrate a track record of designing and documenting scalable operational processes. - Experience managing external partner or marketplace relationships at a tactical, day-to-day level. - Experience setting and driving measurable performance targets (KPIs/scorecards) and continuous improvement initiatives. - Possess strong written and verbal communication skills across technical and non-technical stakeholders. Requirements - Own Lead, Manage, Accountability (LMA) for the Operations department, translating company strategy into department-level execution. - Design, document, and continuously refine core operational processes spanning order fulfillment, quality assurance, and issue/case resolution. - Manage marketplace relationships at a tactical, day-to-day level, coordinating directly with partner platforms to resolve issues and maintain healthy operations. - Drive Ops performance and continuous improvement, setting scorecard measurables and holding the department accountable to throughput, accuracy, and service-level targets. - Lead and develop a team across multiple functions: support associates (order & inventory readiness, fulfillment accuracy & throughput, case resolution), and analytics/team leadership (shift leadership & task allocation, volume surge coordination, inventory anomaly detection, busted order recovery & penalty mitigation, team capability development). - Coordinate cross-functionally with Revenue, Technology, and Finance to keep department execution aligned with company-wide goals. Benefits - Opportunities for growth and advancement. - Competitive compensation package, including Maxicare HMO.

Role Description The Director of Operations position oversees management of all operational units throughout the Company to provide exceptional fiscal intermediary services to those receiving services through self-direction. - Maintains Operational Standards - Formulates, implements, and communicates operational policies and procedures - Plans, executes, and implements strategic objectives identified in support of the Company’s overall Strategic Plan - Coordinates activities across operational unit lines; evaluates plans and changes to plans; makes recommendations to senior management - Develops leadership and management skills within subordinates - Approves performance appraisals and wage increases - Develops metrics to measure operations performance - Participates in the development of new services for recently acquired contracts - Participates in continuous improvement projects and leads efforts in customer service, payroll and processing continuous improvement - Monitors workloads of the group and re-assigns agencies and programs appropriately - Collaborates with directors and executives from other functional areas to optimize delivery of services - Takes corrective action as necessary on a timely basis and in accordance with company policy; consults with human resources and compliance departments as appropriate - Identifies opportunities to improve our processes - Builds and maintains relationships with Agencies - Promote adherence to and upholds the company’s mission and values - Other duties as assigned Qualifications - Bachelor’s Degree in business, human services or related field or equivalent work experience - At least 5 years of experience relevant to the work performed - Knowledgebase in supervision, business management and leadership - Excellent written and oral communication skills - Extensive experience in working on complex projects with critical thinking and problem solving - Excellent organizational and administrative skills with demonstrated ability to work towards and meet deadlines by planning and organizing - Demonstrate the ability to balance work pressure with time management skills - Demonstrate ability to build positive relationships and communicate with people of diverse backgrounds and abilities - Experience in working, initiating and maintaining highly effective team - Competent in the use of Microsoft Office programs and the Internet Requirements - Work is performed in a typical office setting or from a home office. - Travel may be required.