Analista de Experiência Pleno/BackOffice

About the Company

iFood is a leading Brazilian technology company in Latin America, connecting thousands of restaurants to millions of consumers daily. Through innovative solutions, we manage food delivery, markets, pharmacies, and pet supplies, alongside our fintech, iFood Pago.

Responsibilities

• Monitor and analyze operational indicators such as productivity, SLA, backlog, aging, capacity, and quality
• Track experience and efficiency metrics including CSAT, service levels, and re-contact rates
• Identify performance deviations and conduct root cause analysis
• Generate actionable insights for continuous operational improvement
• Analyze processes to identify efficiency gains, focusing on reducing service time and operational costs
• Utilize AI and automation to drive operational scale and efficiency
• Conduct action plans and performance rituals alongside operations
• Build analytical reports and executive materials to support leadership

Requirements

• Advanced Excel or Google Sheets skills
• Experience with data visualization tools such as ThoughtSpot, Looker, or similar
• Experience manipulating and analyzing large volumes of data
• Strong problem-solving and project management skills
• Ability to influence stakeholders without direct management authority
• Data-driven decision-making mindset
• Strategic thinking and business impact vision

Preferred Qualifications

• SQL knowledge
• Familiarity with AI applied to automation and operational efficiency
• Experience in financial operations (disputes, transfers, etc.)
• Experience in continuous improvement or operational transformation
• Experience with automation tools like macros, bots, or applied AI
• Knowledge of Salesforce or other CRM tools