Clients Operations Manager
Gympass
Brazil (São Paulo - Hybrid), Unknown
Full-Time
Competitive
RemoteManager
At Wellhub we're revolutionizing workplace wellness. Our platform connects employees worldwide to the best partners for fitness, mindfulness, therapy, nutrition, and sleepall in one simple subscription. Headquartered in NYC with team members in 11 countries, were on a mission to make every company a wellness company.
We believe work should be fulfilling, inspiring, and balanced. Here, youll 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 Client Operations Manager to our Business Transformations - Operations team in So 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.
And to get a glimpse of life at Wellhub Follow us on Instagram @lifeatwellhuband LinkedIn!
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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