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We re Hiring: Service Delivery Manager Customer Experience | BrazilKeeta is an independent brand of Meituan, the world s largest tech-driven retail company.
Keeta is revolutionizing the food delivery space.
As a dynamic and innovative global platform, Keeta leverages cutting-edge technology to provide fast, reliable, and seamless food delivery experiences.
With the mission "We help people eat better, live better", Keeta launched in 2023 and has rapidly expanded across key regions, including Hong Kong and Saudi Arabia.Are you a natural at leading large-scale operations and delivering standout customer experiences? We re looking for a Service Delivery Manager who s ready to take ownership of CX in one of our fastest-growing markets Brazil.
If you re data-driven, process-obsessed, and passionate about raising the bar in customer service, this role is for you.What You ll Do:End-to-end BPO operations across service teamsQuality assurance, CSAT, FCR, and performance metricsAgent training, development, and process calibrationWorkforce management (forecasting, scheduling, adherence)Insights and analytics that fuel smart decisionsCollaboration across quality, WFM, training, and ops teamsContinuous improvement through automation + innovationWhat We re Looking For10+ years in customer service ops, incl.
BPO & in-houseProven leadership in high-scale environments (1,000+ agents)Strong grip on QA, WFM, training, CX tools (Zendesk, Salesforce)Analytical thinker with a proactive mindsetFluent in Portuguese & English (Spanish is a plus)Bachelor s degree required; MBA & CX certifications are a bonusOpen to occasional travel within LATAMWhy Keeta? Innovation-Driven: Keeta uses the advanced technology solutions to disrupt the traditional food delivery landscape, making every order smarter and faster.
Fast-Growing & Dynamic: Keeta is expanding quickly, offering endless opportunities for personal and professional growth.
Global Impact: Join a company that s transforming the way people enjoy food, impacting communities around the world.Why this Role? This is your chance to shape the future of customer experience in Brazil leading large-scale teams, driving operational excellence, and making real impact in a fast-growing market.You ll work cross-regionally, innovate with data and automation, and help define how we deliver service at scale.
Location: Brazil If you re ready to lead with heart and hustle and help us create the gold standard of service in Brazil this is your seat at the table.
CustomerExperience CXLeadership CustomerSuccess ServiceExcellence CXStrategy HeadOfCX ExperienceMatters BrazilJobs HiringInBrazil LATAMCareers LATAMLeadership CXBrazil LifeAt[KEETA]