Head of Operations, LATAM

In Short: 

As the Head of Operations for the Latin America and Caribbean Region, you will be responsible for overseeing and driving the operational excellence across Logistics, Distribution, Customer Service, and Sales Operations while serving as a key member of the LATAM & CAC leadership team. You will ensure on time ship and delivery for Brazil directly and for our Distributors across the rest of the market in both Direct-to-Consumer (DTC) and Business-to-Business (B2B). This role will partner with both global and regional customer service, sales operations and logistics teams to drive strategic global initiatives for the Latin America and Caribbean Region. 

• Lead and develop high-performing teams to ensure the achievement of expansion in the LATAM & CAC market, fostering a culture of accountability, collaboration, and continuous improvement 
• Serve as a key member of the LATAM & CAC leadership team, translating commercial ambitions into operational strategies that deliver scalability, cost efficiency, and a premium customer experience.
• Develop and execute operational and continuous improvement strategies aimed at enhancing operational efficiency and effectiveness, aligned with the company's goals and objectives for the LATAM & CAC region, ensuring alignment with Global counterparts for our LRP
• Lead in the coordination of suppliers, distributors, and third-party logistics providers to optimize supply chain efficiency and implement inventory management strategies to minimize stockouts/excess inventory and ensure timely/cost-effective delivery of products and services
• Working with internal Trade partners, ensure full compliance with regional fiscal, trade, and import/export regulations (e.g., Nota Fiscal, SEFAZ), managing operational risk, sustainability standards, and business continuity across markets.
• Lead and optimize Customer Service and Account Operations to deliver exceptional experiences; establish and monitor key KPIs (NPS, OTIF, order accuracy, case resolution time) to drive continuous improvement in service quality and process efficiency.
• Partner with IT and Data teams to identify technology solutions that enhance operational efficiency and scalability, including planning, implementation, and execution of technology projects to support business operations and growth objectives, while ensuring seamless integration of technology systems to streamline processes and improve overall performance
• Oversee Sales Operations activities and is involved with key cross-functional planning stakeholders to execute on order pick-up forecasting, planning, and analysis as well as optimizing system processes and workflows to drive revenue growth and maximize sales effectiveness.
• Champion operational excellence through data and performance visibility, leveraging dashboards and analytics to track key metrics such as cost-to-serve, fulfillment accuracy, and inventory health.
• Represent LATAM & CAC in global and regional forums, ensuring local needs are reflected in system roadmaps, logistics network design, and customer service models.
• Build future capabilities and leadership depth, developing a diverse talent pipeline to sustain growth and strengthen the operational foundation of the region.

• 9+ years of experience in operations or supply chain management, within a multinational organization preferably within the consumer goods, retail, or e-commerce industries
• 5+ years of experience building and leading high-performing teams with the ability to motivate and inspire teams to achieve goals
• Strong understanding of DTC and B2B customer service principles and best practices in the Latin America and Caribbean region
• Deep knowledge of end-to-end supply chain processes, including demand planning, procurement, logistics, and distribution. Experience working with a distributor network is required and 3PL/4PL partners is a plus.
• Strong knowledge of fiscal and regulatory environments across LATAM (e.g., Nota Fiscal, SEFAZ) and experience ensuring compliance in complex trade landscapes.
• Demonstrated ability to balance strategic thinking with hands-on execution; adept at influencing cross-functional teams and senior stakeholders.
• Proven experience shaping high-level strategies and working through many cross-functional teams across time zones to meet objectives, but love to also get your hands dirty and do some heavy lifting yourself
• Fluent in English and Spanish (Portuguese and other additional languages are a plus)
• Able to travel internationally up to 25% of the time, as business requires

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