Operations Performance Manager

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 11 countries, 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 Operations Performance Manager to our Business Transformations - Operations team in São Paulo, Brazil! 

The Operations and Business Transformation area is responsible for improving our clients' operational routines, making our processes scalable and standardized. Our mission is to act as the benchmark for quality and efficiency at Wellhub, always in partnership with other internal teams.
The goal is to ensure the efficiency, quality, and correct execution of HR client processes, aligned with the commercial, customer support, and financial teams, with a focus on supporting strategic initiatives in the Brazilian market. 

• Translate operational metrics into high-impact action plans that directly influence NPS, CSAT, and client retention across the region.

• Manage team capacity and workload to ensure the hub meets its SLAs while maintaining quality standards during peak periods.

• Develop and implement robust frameworks for monitoring incidents and risks, proactively identifying bottlenecks before they impact the client.

• Oversee the creation of advanced dashboards and analytical reports to provide leadership with clear visibility into operational health and trends.

• Drive the continuous refinement of end-to-end workflows, ensuring that "lessons learned" from client issues are codified into structural process improvements.

• Act as a strategic bridge between Customer Success, Product, and CX teams to implement operational fixes and influence the product roadmap based on the "Voice of the Customer" (VoC).

• Serve as the senior point of escalation for critical cases, ensuring rapid resolution and transparent communication with executive stakeholders.

• 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.

• Bachelor's degree
• Previous experience working in Operations, Customer Support, or Service Quality environments is essential.
• English knowledge is mandatory for daily interaction with global stakeholders.
• Ability to navigate between deep technical details (root cause analysis) and the "big picture" (business and financial impact).
• Proven track record of managing multiple high-priority projects in a fast-paced, hyper-growth environment.
• Strong ability to influence peers and senior leadership through data-driven arguments and collaborative problem-solving.
• Knowledge of AI tools, everyday tools (Google Suite and Microsoft Office).
• Proactive, focused, and customer-oriented profile (customer focus). Problem solver.

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 business transformation projects/client operations and advanced 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.

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