Operations Account Manager
The Operations Account Manager at Wellhub will join the Business Transformations - Operations team in São Paulo, Brazil. This team is dedicated to enhancing client operational routines by developing scalable and standardized processes. The role focuses on ensuring efficiency, quality, and accurate execution of HR client processes, collaborating closely with commercial, customer support, and financial teams to support strategic initiatives in the Brazilian market.
Key responsibilities include translating operational metrics into actionable plans to improve NPS, CSAT, and client retention. The manager will oversee team capacity and workload to meet SLAs and maintain quality during peak periods. They will develop frameworks for monitoring incidents and risks, create advanced dashboards for operational insights, and drive continuous process improvements based on client feedback. Additionally, the role involves acting as a strategic liaison between Customer Success, Product, and CX teams, and serving as the senior point of escalation for critical cases.
Candidates should possess a bachelor's degree and have experience in Operations, Customer Support, or Service Quality environments. Proficiency in English is mandatory for daily interactions with global stakeholders. The role requires the ability to analyze technical details and understand broader business impacts, manage multiple high-priority projects in a fast-paced environment, and influence peers and senior leadership through data-driven arguments. Knowledge of AI tools and everyday applications like Google Suite and Microsoft Office is essential. A proactive, customer-focused, and problem-solving mindset is highly valued.
Wellhub offers a flexible benefits program tailored to individual needs. Benefits include a free Gold+ membership providing access to onsite gyms, digital fitness programs, and online wellness resources. Employees can add up to three family members to their plan. The company also provides a comprehensive emotional wellbeing program with personalized therapy sessions.
Wellhub fosters a culture that values wellbeing, collaboration, and diverse perspectives. Employees are encouraged to take ownership of their roles and personal wellbeing, creating a supportive environment where work-life balance is prioritized. Joining Wellhub means contributing to a mission that aims to make every company a wellness company, impacting millions globally.