About Us
Dragonpass is a leading provider of travel and lifestyle benefits for frequent flyers and global citizens. We’re a B2B2C business offering a suite of premium travel and lifestyle benefits through our enterprise clients, who pass these benefits on to their end customers.
Role Overview
We’re hiring an Operational Leader, Brasilto lead the performance, quality, and delivery of our Digital Concierge operations in Brazil. This role is accountable for ensuring concierge services delivered through our external BPO partner consistently meet Dragonpass’ global service standards.
Operating at the intersection of operational excellence, partner management, and customer experience, you will act as the primary operational lead in-market. You’ll combine strategic oversight with hands-on engagement, maintaining close alignment with the BPO team, internal stakeholders, and clients.
Your accountability is anchored in service quality, operational performance, continuous improvement, and the delivery of exceptional member experiences across Brazil and the wider Latin America region.
Why This Role Matters
This role is central to how Dragonpass delivers high-quality, scalable concierge services in Brazil. You will play a key role in how we:
* Ensure consistent, high-performing concierge operations through our BPO partnership
* Protect and enhance service quality, customer satisfaction, and brand reputation
* Drive operational efficiency, transparency, and continuous improvement
* Embed Dragonpass values, service standards, and ways of working locally
Your impact will directly influence customer experience outcomes, operational resilience, and the long-term success of our concierge operations in a strategically important market.
What We’re Looking For
* Proven experience leading operations or service delivery within contact centres, BPO environments, or hospitality / lifestyle services
* Strong understanding of contact centre operations, including KPIs, SLAs, quality frameworks, and performance analytics
* Experience managing third-party BPO partners, with accountability for service quality, governance, and cost efficiency
* Confidence working cross-functionally with global teams across Product, Technology, Customer Support, Finance, and Suppliers
* Strong communication and stakeholder management skills, with the ability to influence across levels and organisations
* Fluency in Portuguese and English (Spanish is desirable)
* Comfortable working in a hybrid environment, with regular on-site presence at the BPO centre in São Paulo
You’re hands-on, accountable, and motivated by continuous improvement. You balance strategic thinking with day-to-day operational realities and bring a people-first, inclusive approach to leadership and service delivery.
We’re committed to building an inclusive workplace and welcome applications from people of all backgrounds and experiences.