Latam Contact Center Operations Leader

100% Remote Full-time

English: Intermediate/Advanced (required - interviews conducted in English) | 9:00 AM - 5:00 PM UTC

CVs must be submitted in English

About the Role

Join the team supporting one of the world's largest automotive manufacturers, working within a global consulting firm to lead the planning and execution of a critical data migration program. You will coordinate cross-functional teams, define the migration approach and controls, and manage risks to ensure a smooth and reliable transition to the target system.

Responsibilities

Lead the end-to-end planning and execution of data migration activities

Ensure data is accurate, complete, and ready for use in the target system

Coordinate cross-functional migration teams across workstreams

Define the data migration approach, methodology and quality controls

Identify, assess and manage migration risks and issues

Ensure a smooth and reliable transition with minimal disruption

Report migration status and progress to senior stakeholders

Required Skills

Proven experience as a Data Migration Lead or Team Lead in large-scale enterprise programs

Strong knowledge of data migration methodology : extraction, transformation, cleansing, validation and loading

Experience coordinating cross-functional teams across multiple workstreams

Ability to define migration controls and risk management strategies

Experience working in S/4HANA or similar ERP migration programs (preferred)

Intermediate to advanced English - interviews and daily work conducted in English

Availability to work in UTC timezone (9:00 AM - 5:00 PM)

Hiring Process

• Collaborative environment with high-impact projects across leading industries
• Connectivity allowance
• Gym reimbursement
• PedidosYa credit
• Statutory vacation
• Health insurance: Swiss Medical or OSDE

AI Operations & Enablement Analyst

What if you could redefine what's possible? With us, you can.

With us, you can. You want Purpose. Growth. Opportunity. People who get it.

We are the home of ambitious, passionate, and innovative world shapers.

With an unmatched breadth and depth of engineering, advisory and science based expertise, our global minds unite to power local solutions.

We are pathfinders and impact makers.

We are Visioneers.

We are WSP.

The Opportunity - Build the Future with Us

The AI Operations & Enablement Analyst ensures support readiness by creating knowledge base content and delivering targeted enablement for the Service Desk and OSS to improve first-contact resolution. The role also measures and communicates impact by tracking adoption/value metrics, analyzing trends to remove barriers, and producing dashboards and leadership readouts with clear recommendations.

Your Impact

You will:

• Maintain a governed, searchable library of approved playbooks and prompts (version control, change notes, and deprecation of outdated patterns).
• Create and maintain knowledge base articles (how-to, troubleshooting, known issues, escalation paths) to keep the Service Desk and OSS ready to support AI tools and products.
• Deliver targeted enablement for support teams (walkthroughs, office hours, and release briefings) to reduce time-to-resolution and improve first-contact support.
• Track and report adoption and value metrics (usage, retention, feature penetration, time saved), including segmentation by persona, region, and business line.
• Analyze trends to identify adoption barriers and opportunities; recommend targeted actions such as new playbooks, training updates, or product feedback.
• Produce dashboards and monthly/quarterly leadership readouts that connect adoption metrics to outcomes, risks, and recommended next steps.

The Skills That Set You Apart

You bring:

• Demonstrated success working in a matrixed environment, aligning priorities across teams to execute shared goals.
• Experience developing and maintaining reusable AI playbooks and prompt patterns, including version control, change notes, and retirement of outdated content.
• Working knowledge of responsible AI and safe-use practices (privacy, confidentiality, data handling) and the ability to embed quality and verification guardrails into enablement materials.
• Strong technical writing skills with experience producing knowledge base content (how-to, troubleshooting, known issues, escalation paths) and applying content standards/taxonomy to keep information easy to find.
• Proven ability to enable support teams with a focus on improving first-contact resolution and time-to-resolution.
• Strong analytical skills with experience tra