Head of Client Success & Operations

Who we are

Confidencial (Apenas para Cadastrados) is a 24-year-old international consulting and marketing firm headquartered in New Jersey (USA), with a strong footprint across Latin America and expanding globally. We support companies, government agencies, and non-profit organizations in expanding and strengthening their international presence, particularly in the food, beverage, and agribusiness sectors. As we enter our next phase of growth, we are strengthening our leadership structure to scale intelligently, increase execution capacity, and maintain the high standards that define our client experience. We are also integrating simple AI-enabled workflows to enhance efficiency, speed, and consistency across our operations.

Why Join Confidencial (Apenas para Cadastrados)

• Direct exposure to senior leadership and strategic decision-making

• High level of autonomy and real impact on company performance

• Work with global clients across multiple markets

• Opportunity to grow into broader leadership responsibilities over time, including potential expansion of scope within the organization

The Role

This is a mission-critical senior leadership role. You will own the translation of client strategy into consistent, high-quality execution across the organization, ensuring alignment, accountability, and performance across teams. You will operate at the intersection of client success, operations, and delivery excellence, playing a key role in enabling Confidencial (Apenas para Cadastrados)’s next stage of growth.

What Success Looks Like (6–12 Months)

• Maintain or improve NPS at world-class levels ( 9.0+)

• Increase delivery capacity without compromising quality

• Improve execution consistency across projects and regions

• Strengthen alignment between client expectations and operational delivery

• Elevate team performance, accountability, and communication standards

Key Responsibilities

Client Success Ownership

• Own the performance, satisfaction, and retention of a portfolio of strategic clients

• Ensure delivery excellence aligned with company standards and client expectations

• Act as a senior partner to Key Account Managers and client stakeholders

Operational Excellence & Execution

• Translate client and business needs into clear priorities and execution plans

• Drive accountability across teams to deliver on time, on budget, and at high quality

• Monitor and improve key performance metrics (NPS, delivery quality, retention)

Strategic Coordination

• Work closely with the COO to align operations with company strategy and growth objectives

• Ensure seamless communication across commercial, technical, and leadership teams

Project & Portfolio Leadership

• Oversee planning and execution of projects across multiple regions

• Bring structure, visibility, and discipline to project delivery

Data-Driven Decision Making

• Lead development of strategic insights, reports, and executive presentations

• Support high-quality decision-making for both clients and internal leadership

Continuous Improvement & Innovation

• Identify and implement improvements in processes, scalability, and efficiency

• Establish and reinforce operational standards and best practices

• Develop team capabilities through structured feedback and leadership

Crisis & Risk Management

• Act decisively to resolve issues impacting delivery or client satisfaction

• Ensure fast, effective, and structured problem-solving

AI & Intelligent Execution

• Leverage AI and technology to enhance productivity and quality of delivery

• Identify opportunities to streamline research, reporting, and internal processes

• Support adoption of efficient, scalable workflows across teams

What We Are Looking For

• High ownership mindset and accountability for results

• Ability to operate in a fast-paced, high-performance environment

• Strong leadership, influence, and decision-making capabilities

• Global mindset and cultural adaptability

• Relentless focus on quality, detail, and execution excellence

• Comfortable using technology and simple AI tools to improve execution and efficiency

Requirements

• Must be based in Latin America

• Bachelor’s degree (postgraduate studies are a plus)

• Strong experience in strategic account management and/or international operations

• Proven ability to manage complex stakeholders and global clients

• Strong analytical and strategic thinking capabilities

• Fluent in English and Spanish; Portuguese is a plus

• Availability for international travel

Confidencial (Apenas para Cadastrados) is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, genetics, disability, or age.