DCS Brazil Country Manager
1st DCS (dell.com) Brazil Country Manager, working as liaison in local leadership councils helping drive acceleration of Omni-channel and CSAT initiatives in the region and as Brazil’s liaison in global leadership forums.
Founding member of Dell’s online organization in Brazil – evolving from Content Developer to Site Operations Manager and now local Dell.com leader. Increased by more than 10 times the size of the Brazil Online organization in less than 3 years and serving as first manager of the dell.com Brazil team who now has more than 50 people across different organizations – Site Operations, Dell Commerce Services Group (Global Digital Creative, Quality, and Commercial Online Business). Successfully planned team moves, grew capacity, and acted as sole managerial contact in Brazil for Global Online members.
Focal point on communicating and revising the overall plans and outcomes, including sharing the overall metrics that drive the organization. Keeps team and leadership updated on operation / project status and risk factors. Ensures adherence to quality standards and reviews project deliverables. Provides technical and process guidance to project and operational teams, web designers, and HR personnel.
Recruiting top talent by partnering with HR to explain roles and hiring requirements, and fostering an environment conducive to a high performing team. Coach, mentor and develop all team members, providing timely feedback and coaching. Drive a culture of continuous improvement, including action plans against annual feedback surveys.
Ensure the teams are operating at scale with a strong focus on quality. Collaborate and coordinate with functional teams, and across IT and business segments, to create and communicate coherent short and long-term plans, and set the overall priorities that will deliver a customer-focused experience.
Drive a culture of ownership for improving the internal and external customer experience for all aspects of Dell.com
– Member of the LATAM CIO Council (leading the HR Strategy pillar);
– Member of the Brazil Ethics Committee (leading the Face to Face training pillar);
– Member of the Dell IT Brazil R&D Committee (representing Commerce Services projects);