Operations Account Manager

About the role

We are hiring a Operations Account 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.

Responsibilities

• 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.

Requirements

• 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.
• WHAT WE OFFER YOU
• With thoughtful benefits, emotional wellbeing resources, and a culture that empowers you to take ownership of your role and your wellbeing, we create an environment where you can thrive in all dimensions of your life.
• Our flexible benefits program allows you to customize some of the benefits, according to your needs!
• Our benefits include:
• WELLHUB: Free Gold+ membership with access to onsite gyms and studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental wellbeing support, and more! Add up to three family members to your plan, ensuring access to wellness for those who matter most to you.
• WELLZ: A complete emotional wellbeing program with a unique approach. It offers personalized journeys that combine individual therapy sessions (52 per year) and on-demand content.
• HEALTHCARE: Health, dental, and life insurance.
• FLEXIBLE WORK: As a Flexible First company, we offer hybrid and remote options to give you the freedom to work in a way that

Benefits

Additional Information

Your wellbeing, our mission. Join a company shaping a healthier world. GET TO KNOW US 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. Join us in redefining the future of wellbeing!

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