CX Manager (BPO Governance)

At Wellhub we're revolutionizing workplace wellness. Our platform connects employees worldwide to the best partners for fitness, mindfulness, therapy, nutrition, and sleep—all in one simple subscription. Headquartered in NYC with team members in Europe, North America and South America, we’re on a mission to make every company a wellness company.

We believe work should be fulfilling, inspiring, and balanced. Here, you’ll find a team that values wellbeing, collaboration, and different perspectives, where passion and creativity push boundaries to create real impact. Your contributions will help shape a healthier, more balanced world for you and millions of people globally. 

We are hiring a CX Manager (BPO Governance) to our Business Transformation team in São Paulo! 

The CX Manager (BPO Governance) will drive operational excellence within the Customer Experience team by helping optimize processes for our Brasil operation, making sure the team achieves the KPIs, enhancing service delivery, and ensuring seamless support across customer touchpoints. This role requires a strategic thinker and hands-on manager with a passion for customer satisfaction, efficiency, and cross-functional collaboration. The ideal candidate is a skilled problem-solver with experience in data-driven decision-making and a track record of delivering outstanding customer experiences at scale.

• Operational Management at Scale: Leading a customer service structure (synchronous and asynchronous) with a volume exceeding 32,000 tickets/month, ensuring service levels (SLAs) and exceptional quality standards.
• BPO Performance Governance: Serving as the primary owner for BPO governance, managing KPIs, quality calibrations, and staffing assumptions, while driving action plans for performance improvement and ensuring the Wellhub culture is embedded in all interactions.
• Operational Efficiency: Structuring management rituals and workflows aimed at optimizing efficiency with a steadfast focus on user experience (UX).
• Operational Intelligence: Executing the CS intelligence cycle: analyzing contact drivers, reviewing root causes, and identifying deflection opportunities, while sharing structured insights with Product and other Operations teams.
• Team Development: Leading and developing the internal team, ensuring that a customer-centric culture permeates the entire structure (both internal and external).
• Live the mission: inspire and empower others by genuinely caring for your own wellbeing and your colleagues. Bring wellbeing to the forefront of work, and create a supportive environment where everyone feels comfortable taking care of themselves, taking time off, and finding work-life wellness.

• Experience in Customer Service Management: Proven track record in managing both internal teams and BPO (Outsourced) operations.
• Hybrid Availability: Ability to work in a hybrid model based in São Paulo 2-3x a week.
• Advanced English: Mandatory advanced/fluent English skills.
• Analytical Skills: Investigative mindset and the autonomy to navigate diverse data sources and transform raw numbers into insights.
• People Management & Development: Extensive experience in leading teams with a genuine passion for coaching and developing talent.
• Autonomy & Collaboration: Ability to work both autonomously and collaborate effectively within a team environment.
• Adaptability: A self-starter who can multitask and adapt to a fast-growing, dynamic organization.

We recognize that individuals approach job applications differently. We strongly encourage all aspiring applicants to go for it, even if they don't match the job description 100%. We welcome your application and will be delighted to explore if you could be a great fit for our team. For this specific role, please note that prior experience in managing both internal teams and BPOs, as well as advanced/fluent English are mandatory requirements.

We aim to create a collaborative, supportive, and inclusive space where everyone knows they belong. 

Wellhub is committed to creating a diverse work environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, gender identity or expression, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law.

Our commitment to inclusion also extends to how we recognize and reward our people. We’re proud to be Syndio Fair Pay Certified, reflecting our ongoing dedication to equitable and fair pay practices across our global team. Read more about it here.

Questions on how we treat your personal data? See our Aviso de Privacidade para Candidatos.