Business Operations Manager, CS Structure & Capacity

Quartile, the world's largest retail media optimization platform, is a trusted partner for multichannel e-commerce success. Through unmatched expertise and patented AI technology, we fuel growth for 5,300+ brands and sellers worldwide and manage an annual ad spend exceeding $2 billion. The award-winning platform covers major marketplaces and ad channels for optimal reach. The result is unprecedented granularity, smarter budgeting, and bespoke solutions for retailers. 

Quartile is proud to be an equal opportunity employer with employees stemming from a wide range of backgrounds and experiences. As a business, we value the enrichment that diversity brings to our organization and are committed to a culture that creates a sense of inclusion and belonging. We welcome new perspectives and affirm that all employment decisions are made without regard to race, color, ancestry, religion, national origin, age, familial or marital status, sex, sexual orientation, pregnancy, gender identity or expression, disability, genetic information, veteran status, or any other classification protected by federal, state, or local law. 

• Coordinate how CS teams are composed and structured against the long-term organizational plan
• Design and maintain the operating model that governs how pods are built and how work flows through the team

• Place the right people on the right accounts and projects based on technical fit, workload fit, and specialization
• Embed the Skill Tree framework into pod and account assignment decisions
• Maintain CSM and CGM workload standards across the team

• Measure and balance workload and service levels across teams as accounts and projects move
• Keep the Workload Dashboard live and connected to the Capacity Model
• Ensure ≥90% of new accounts are assigned within week one; reduce VP manual intervention by 40%

• Establish the account motion and client journey framework end to end
• Build and maintain tools to track account transitions and pod graduation on schedule
• Target ≥80% of accounts in the correct Pod at any given time

• Deliver decision-ready reporting to VPs and Directors on workload, account flow, pressure points, and their correlation with performance and churn
• Give leadership the visibility to act before issues become crises

• Measure how projects, process improvements, and AI deployments translate into real efficiency and workload gains
• Maintain the hiring forecast vs. reality delta to within 10%
• Feed account matching quality data into Account Risk V2

• Background in CS Operations, RevOps, or BizOps in a SaaS or ad-tech environment
• Experience building or maintaining capacity models and workforce planning tools
• Familiarity with Salesforce and Databricks
• Experience working closely with VP and C-level stakeholders

This is a PJ contract based in Brazil.