User Operations Manager

About the role

This role sits at the intersection of operations, product, data, and business strategy. You'll own the full operational engine behind key consumption moments.

You'll work across Merchant Ops, Courier Ops, Product, CRM, Customer Experience, and Marketing, requiring strong cross-functional coordination and a bias for action.

Job Responsabilities

Core Initiatives Identification & Design

• Identify, validate, and prioritize core consumption moments
• Build a structured framework to map demand opportunities and guide development priorities
• Develop playbooks
• Conduct competitor analysis and benchmarks
• Design and execute user surveys to understand pain points and behavioral drivers
• Translate data insights into operational actions and strategic recommendations

User Operations

• Own the full execution cycle: Ideation → kickoff → planning → 360 Coordintation→ launch → performance tracking → iteration
• Manage and Optimizate budget
• Coordination with Marketing, Product, CRM, and Resources teams
• Act as a liaison between various stakeholders (Product, Marketing, Business, Data, Customer Experience, Delivery) to ensure a 360-degree view of the customer

Requirements

• Bachelor's degree or above in business, economics, engineering, or related fields
• 5+ years of robust experience in user operations, loyalty, CRM, or product growth strategy in digital platforms
• Background in e-commerce, food delivery, or subscription-based businesses preferred
• Strong analytical skills, with proficiency in SQL, Python, or other tools to extract insights and validate impact
• Experience with CRM platforms and communication channel management
• Strong project management and cross-functional leadership skills, preferrably previous experience with Product and Martech
• Excellent communication skills to bridge technical and non-technical stakeholders
• Ability to balance user delight with business impact

Keeta Brazil is committed to building a diverse and inclusive workplace. We welcome and encourage applications from people with disabilities (PwD). If you require any accommodations during the recruitment process, please let us know - we are here to support you.