Operations Performance Manager
The Operations Performance Manager at Wellhub plays a pivotal role within the Business Transformations - Operations team, focusing on enhancing client operational routines to ensure scalability and standardization. This position is based in São Paulo, Brazil, and is integral to Wellhub's mission of revolutionizing workplace wellness by connecting employees worldwide to top-tier fitness, mindfulness, therapy, nutrition, and sleep partners.
Key responsibilities include translating operational metrics into actionable plans that positively impact Net Promoter Score (NPS), Customer Satisfaction (CSAT), and client retention. The role involves managing team capacity to meet service level agreements (SLAs) during peak periods, developing frameworks for incident and risk monitoring, and creating advanced dashboards to provide leadership with insights into operational health. Additionally, the manager will drive continuous improvement of workflows, act as a strategic liaison between Customer Success, Product, and Customer Experience teams, and serve as the senior point of escalation for critical cases.
Candidates should possess a bachelor's degree and have prior experience in Operations, Customer Support, or Service Quality environments. Proficiency in English is mandatory due to daily interactions with global stakeholders. The role requires the ability to analyze both technical details and broader business impacts, manage multiple high-priority projects in a fast-paced environment, and influence peers and senior leadership through data-driven decision-making. Familiarity with AI tools and everyday applications like Google Suite and Microsoft Office is also essential.
Wellhub offers a comprehensive benefits package, including a free Gold+ membership with access to onsite gyms, digital fitness programs, and online wellness resources. Employees can add up to three family members to their plan. The company provides a complete emotional wellbeing program, health, dental, and life insurance, flexible work options, paid time off, and paid parental leave. Career growth opportunities are supported through access to world-class platforms and interactive sessions.
Joining Wellhub means becoming part of a team that values wellbeing, collaboration, and diverse perspectives. The company fosters a culture where passion and creativity drive meaningful impact in workplace wellness, offering a supportive environment for personal and professional growth.