Operations Performance Manager

Get to Know Wellhub

Wellhub is redefining workplace wellness by connecting employees globally to a comprehensive subscription service offering fitness, mindfulness, therapy, nutrition, and sleep solutions. Headquartered in NYC with a global presence, our mission is to empower every company to become a wellness company. We foster a culture that values wellbeing, collaboration, and diverse perspectives, driving innovation and creating a healthier, more balanced world.

The Opportunity

Join Wellhub's Business Transformations - Operations team in São Paulo, Brazil, as an Operations Performance Manager. This role is crucial for enhancing our clients' operational routines, ensuring scalable and standardized processes, and serving as a benchmark for quality and efficiency. You will work in close partnership with commercial, customer support, and financial teams to ensure the effectiveness, quality, and correct execution of HR client processes, supporting strategic initiatives within the Brazilian market.

Your Impact

• 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.

Who You Are

• Bachelor's degree.
• Essential previous experience in Operations, Customer Support, or Service Quality environments.
• Mandatory English knowledge 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 and everyday productivity tools (Google Suite and Microsoft Office).
• A proactive, focused, and customer-oriented profile with strong problem-solving skills.
• Prior experience in business transformation projects/client operations and advanced English are mandatory requirements for this specific role.

What We Offer You

• Wellhub Membership: Free Gold+ membership with access to gyms, digital fitness, and wellness resources, including options for family members.
• Wellz Program: Comprehensive emotional wellbeing program with individual therapy sessions and on-demand content.
• Healthcare: Health, dental, and life insurance.
• Flexible Work: Hybrid and remote options available, with home office reimbursement.
• Flexible Schedule: Ability to shape work hours to align with time zones, team needs, and personal routines.
• Paid Time Off: Vacations after 6 months, additional days off per year, and a birthday holiday.
• Paid Parental Leave: 100% paid leave for all new parents, with extended leave and ramp-back for birth mothers.
• Career Growth: Access to development platforms, personalized roadmaps, and internal opportunities.
• Culture: A passionate, supportive, and collaborative environment focused on making a meaningful impact in workplace wellness.

Diversity, Equity, and Belonging at Wellhub: We are committed to creating a diverse, supportive, and inclusive space where everyone belongs. Wellhub is an equal opportunity employer.