The Opportunity
We are hiring an Operations Account Manager for the Business Transformations – Operations team in São Paulo, Brazil.
The Operations and Business Transformation area is responsible for improving clients’ operational routines, making our processes scalable and standardized, and ensuring the efficiency, quality, and correct execution of HR client processes aligned with commercial, customer support, and financial teams, with a focus on supporting strategic initiatives in 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, 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.
* 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 and everyday tools (Google Suite and Microsoft Office).
* Proactive, focused, and customer‑oriented profile, 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 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.
* 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.
* Wellz: A complete emotional wellbeing program with 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. The model for this specific role can be discussed with your recruiter and hiring manager. Home office reimbursement is available.
* Flexible Schedule: Flexibility for us isn’t just about where we work—it also means being able to shape how and when we get things done. Employees define schedules with their leaders.
* Paid Time Off: Employees receive vacations after 6 months and additional 3 days off per year + 1 day off for each year of tenure (up to 5 additional days) + an extra holiday for your birthday.
* Paid Parental Leave: 100% paid parental leave to all new parents. Parents giving birth are eligible for an extended leave and a ramp‑back period to return part‑time.
* Career Growth: Access world‑class platforms, participate in interactive sessions, build your personalized development roadmap, and explore internal opportunities.
* Culture: Passion, collaboration, and meaningful impact in workplace wellness.
Diversity, Equity, and Belonging at Wellhub
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.
Questions on how we treat your personal data? See our Aviso de Privacidad para Candidatos.
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