Customer Care Manager, Brazil

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\*\*Please submit your resume in English. English fluency is a requirement for the position.\*\*

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Position Summary:

As part of the Commercial Operations department, the Customer Care Manager – Brazil is responsible for leading and continuously developing the Brazilian Customer Care team, which supports a wide range of activities including order management, customer communications, service coordination, and cross-functional collaboration.

This leadership role is accountable for achieving regional business goals while ensuring a best-in-class customer experience. Responsibilities include driving team engagement and performance, recruiting and developing staff, overseeing daily operations, and working closely with internal and external stakeholders in Brazil and across global teams. The manager also plays a key role in cross-functional projects and continuous improvement initiatives, contributing to strategic decisions through data and customer insights. Manage escalations related to Nota Fiscal process, as well as identify improvements and coordinate BPO (Business Process Outsourcing) and 3PL (Third-Party Logistics) activities in collaboration with the respective Illumina stakeholders.

Responsibilities: - Include but not limited to:

• Lead, inspire, and manage the Brazilian Customer Care team, ensuring high engagement, development, and alignment with company goals.
• Analyze and present team performance metrics and KPIs, project updates, and data for Quarterly Business Reviews to senior leaders, customers, and cross-functional teams.
• Monitor and direct daily workload activities to meet business objectives and deliver a best-in-class customer experience.
• Drive alignment with commercial and technical teams to ensure seamless customer interactions from quote to cash - pricing validation, order entry, logistics/transportation, invoicing, and issue resolution. Including 3PL, Nota Fiscal and BPO orientations.
• Collaborate with Sales, Logistics, A/R, Field Support, Tech Support, and Bioinformatics to ensure issue resolution and service excellence.
• Address and resolve customer and partner escalations related to commercial and operational topics.
• Liaise with cross-functional stakeholders to continuously evaluate order to delivery performance in effort to support exceptional customer service and efficient processing of orders
• Coordinate local operations in compliance with Brazilian import regulations, logistics processes, and tax requirements.
• Identify and recommend process, policy, and system improvements related to Brazil business, while adhering to global corporate standards.
• Ensure adherence to corporate policies and procedures, including but not limited to department-specific, SOX, Regulatory, and Quality compliance requirements.
• Identify team needs, justify headcount, coordinate with HR to recruit, screen, interview, and onboard new employees.
• Manage the connection between customers, sales, and support teams, collaborating with Finance, Accounting, Supply Chain, Compliance, Regulatory, and Commercial Operations, to ensure regional process effectiveness and seamless customer experiences.
• Build a great and strong team, by executing individual development plans, proving coaching, guidance, and mentorship to support career progression. Set clear and realistic job expectations. Deliver ongoing feedback and conduct performance evaluations.

Skills & Competencies:

• Proven leadership with the ability to motivate, empower, and develop high-performing teams.
• Ability to analyze data and metrics to identify trends, risks, and opportunities.
• Skilled in managing change and driving innovation in a dynamic, fast-paced environment.
• Strong communication and interpersonal skills; ability to lead cross-functional initiatives.
• Deep customer focus with the ability to balance operational efficiency and customer satisfaction.

Education & Experience:

• Bachelor’s degree in science or business-related field required.
• 3+ years of previous team leadership or management experience.
• 6+ years of commercial operations experience in customer service, order management, or similar roles.
• Experience in Sales Operations, Distributor Support, Logistics/Import-Export, and Supply Chain is a plus.
• Experience in Life Sciences or Clinical industry preferred.
• Strong ERP and CRM knowledge (SAP and Salesforce preferred).
• Proficiency with Microsoft Office (Excel, Outlook, PowerPoint, Word).
• Proficient in English and Portuguese.

We are a company deeply rooted in belonging, promoting an inclusive environment where employees feel valued and empowered to contribute to our mission. Built on a strong foundation, Illumina has always prioritized openness, collaboration, and seeking alternative perspectives to propel innovation in genomics. We are proud to confirm a zero-net gap in pay, regardless of gender, ethnicity, or race. We also have several Employee Resource Groups (ERG) that deliver career development experiences, increase cultural awareness, and offer opportunities to engage in social responsibility. We are proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, citizenship status, and genetic information. Illumina conducts background checks on applicants for whom a conditional offer of employment has been made. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable local, state, and federal laws. Background check results may potentially result in the withdrawal of a conditional offer of employment. The background check process and any decisions made as a result shall be made in accordance with all applicable local, state, and federal laws. Illumina prohibits the use of generative artificial intelligence (AI) in the application and interview process. If you require accommodation to complete the application or interview process, please contact accommodations@illumina.com. To learn more, visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf. The position will be posted until a final candidate is selected or the requisition has a sufficient number of qualified applicants. This role is not eligible for visa sponsorship.