Wellhub
OperationsPerformanceManager
Neural analysis suggests this role is
optimal for Mid candidates.
“Operations Performance Manager at Wellhub. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement, business transformation projects, client operations, advanced English. 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 sta”
What You'll Achieve.
high-impact action plans that directly influence NPS, CSAT, and client retention across the region; ensure the hub meets its SLAs while maintaining quality standards during peak periods; proactively identifying bottlenecks before they impact the client; provide leadership with clear visibility into operational health and trends; codified into structural process improvements; implement operational fixes and influence the product roadmap; ensuring rapid resolution and transparent communication with executive stakeholders
Industry & Context.
Ability to navigate between deep technical details (root cause analysis) and the "big picture" (business and financial impact); Problem solver
What They're Looking For.
Must Have
Previous experience working in Operations, Customer Support, or Service Quality environments is essential., English knowledge is mandatory for daily interaction with global stakeholders., prior experience in business transformation projects/client operations and advanced English are mandatory requirements.
Nice to Have
Kubernetes a plus.
What You'll Do.
Translate operational metrics into high-impact action plans that directly influence NPS
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
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.
How You'll Work.
Team & Collaboration
partnership with other internal teams; aligned with the commercial, customer support, and financial teams; strategic bridge between Customer Success, Product, and CX teams; influence peers and senior leadership; collaborative problem-solving; support each other; building trust through open communication
Communication Scope
transparent communication with executive stakeholders; open communication
Process & Methodology
managing multiple high-priority projects
Full Job Description
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! THE OPPORTUNITY We are hiring a Operations Performance 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. 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 trend
Applying for this Operations Performance Manager role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on Greenhouse
- Create a Greenhouse profile before applying — it saves time across multiple applications.
- Upload your resume as a PDF; the parser handles it better than Word.
- Answer all knockout questions carefully — wrong answers auto-reject before a human sees you.
- Enable email notifications to track application status in real time.
ANONYMOUS · UNFILTERED
What do employees actually say about Wellhub?
Real rants from real employees. Read before you apply.