Open to opportunities

Jonattan Olivera

@jonattanolivera

I’m a Project Manager and Operations leader driving automation, governance, and service excellence for enterprise clients.

Brazil

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What I'm looking for

I’m looking to lead automation and service-transformation projects where I can own scope, governance, and delivery quality—pairing incident readiness with continuous improvement to boost customer experience, efficiency, and measurable ROI.

I’m a Project Manager and Operations leader with experience leading strategic technology initiatives at the intersection of service transformation, operational efficiency, and customer experience. I specialize in critical incident management, support governance, and Professional Services initiatives—turning complex operational needs into structured delivery plans that improve ROI.

In recent roles, I’ve led automation and product evolution work for service teams, including chatbot, integration, and workflow projects using n8n and RPA. I restructure operating models end-to-end—defining processes, governance, and operating rhythms—while driving scalability, standardization, delivery quality, and continuous improvement of the customer experience.

Earlier, I created and implemented crisis and critical incident management processes, ran war rooms, and delivered post-mortems that reduced recurrence through clear prevention actions. I’ve also managed multilingual support operations and service desk performance using KCS, SLA governance, and KPI/OKR management—partnering directly with clients and executives across LATAM in Spanish and English to ensure adoption, measurable impact, and reliable operations.

Experience

Work history, roles, and key accomplishments

Current

Coordinator of Professional Services

Current

Chatguru

Nov 2025 - Present (7 months)

Led support operations and served as Project Manager for the Innovation team, driving automation and product evolution initiatives. Restructured Professional Services with new processes, workflows, governance, and operating model, and delivered chatbot, automation, and integration projects to improve scalability, standardization, and customer experience.

Project Management Support Operations Governance Chatbot Automation N8n Integration Operating Model Design Continuous Improvement

Project Manager – Meta RS

Meta RS

May 2025 - Oct 2025 (5 months)

Managed automation (RPA) initiatives for major clients, running multiple cross-functional projects to improve productivity and operational efficiency. Owned scope, schedule, resources, risks, and financial viability, supported UAT and go-live, and led executive alignment with LATAM stakeholders to maximize ROI.

RPA Automation Project Management Risk Management Stakeholder Management Executive Communication

Operations Coordinator (After-Hours)

Sensedia

Apr 2024 - Jan 2025 (9 months)

Led after-hours operations for Premium and Advanced clients across LATAM, ensuring high availability, SLA compliance, and service quality. Managed high-complexity support operations, implemented KCS to reduce average cost per support ticket, and contributed to positioning of premium support offerings.

SLA Management Stakeholder Management KPI Tracking

Critical Incident Manager

Sensedia

May 2023 - Apr 2024 (11 months)

Created and implemented Sensedia’s crisis and critical incident management process, establishing governance and operational standards. Led end-to-end incident response (war room leadership, role definition, coordination), delivered executive communications in Spanish and English, and produced post-mortems to drive continuous improvement.

Critical Incident Management War Room Leadership Role Continuous Improvement Incident Response

Project and Operations Lead

Zenvia

Jun 2020 - Apr 2023 (2 years 10 months)

Participated in building Zenvia’s first chatbot for external clients and led N1, N2, after-hours, and LATAM support teams in a multilingual environment. Implemented KCS for standardization and efficiency, managed KPIs/OKRs, and supported customer experience delivery using WhatsApp, VoIP, SMS, chatbots, and APIs.

Chatbot Support Operations Multilingual Support KPIs Process Standardization APIs Continuous Improvement

Support Operations Lead

HCLTech

Sep 2015 - Dec 2019 (4 years 3 months)

Ensured Service Desk analysts were trained and qualified to deliver high-quality technical support in a global corporate environment. Provided escalation support for complex incidents, created agent performance reports, and coached teams to keep technical skills current while supporting international clients in English and Spanish.

Service Desk Operations Technical Coaching Incident Escalation performance reporting Quality Assurance Process Improvement