Director of Client Operations

📋 Description

• Oversee Brasil operations, ensuring exceptional performance in support and operational quality.

• Actively identify, prevent, and resolve intricate operational challenges, anticipating risks for strategic clients.

• Serve as the primary liaison between internal teams (Customer Success, Product) and clients, ensuring alignment of priorities.

• Convert client interactions and incidents into opportunities for enhancement, addressing the root causes of defects.

• Advocate for client insights throughout the organization, contributing to ongoing product and process enhancements.

• Balance individual client requests with the strategic vision and business objectives of Wellhub.

• Ensure robust organization, performance tracking, and consistent delivery of operational outcomes.

• Foster and maintain trust-based relationships with strategic clients and internal stakeholders.

• Lead the support team, nurturing talent and ensuring a seamless and efficient client journey.

• Embody the mission: inspire and empower others by genuinely caring for your wellbeing and that of your colleagues. Prioritize wellbeing in the workplace, creating a supportive environment where everyone feels comfortable taking care of themselves, taking time off, and achieving work-life balance.

⛳️ Requirements

• Willingness to work from the office upon request for candidates based in São Paulo.

• Proficient English language skills are essential for daily communication with global stakeholders.

• Previous experience in operations, customer support, or customer quality, ideally in B2B or technology settings.

• Strong analytical abilities to identify patterns, root causes, and propose organized solutions.

• Demonstrated success in stakeholder management, fostering trust with executives, clients, and cross-functional teams.

• Leadership experience, including team management and oversight of operational performance.

• Capacity to excel in a fast-paced environment with competing priorities, focusing on high-impact results.

• Exceptional communication, organizational skills, and negotiation capabilities.

• Experience in global operations is highly advantageous.

🏝️ Benefits

• Complimentary Gold+ membership providing access to onsite gyms and studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental wellbeing support, and more! You can add up to three family members to your plan, ensuring wellness access for those who matter most.

• A comprehensive emotional wellbeing program featuring a unique approach that includes personalized journeys combining individual therapy sessions (52 per year) and on-demand content.

• Health, dental, and life insurance coverage.

• As a Flexible First company, we provide hybrid and remote options, allowing you to work in a way that suits you. The specifics for this role can be discussed with your recruiter and hiring manager. Upon joining, you may utilize our home office reimbursement to establish your home office setup.

• Flexibility encompasses more than just where we work—it also involves the ability to shape how and when we accomplish our tasks. Employees collaborate with their leaders to define schedules that align with their time zones, team requirements, and personal routines.

• It is essential to take time off to recharge. Employees enjoy vacation time after 6 months, an additional 3 days off per year, plus 1 additional day off for each year of service (up to 5 extra days), along with a bonus holiday for your birthday!

• Welcoming a new child is a significant life event. Take the necessary time to be present and enjoy your expanding family. We provide 100% paid parental leave for all new parents. Birth-giving parents are eligible for extended leave and a gradual return to work on a part-time basis as they transition back.

• Gain access to world-class platforms, engage in interactive sessions, craft your personalized development roadmap, and explore internal opportunities. We emphasize continuous learning and feedback to support your personal and professional growth journey.

• Join a team of passionate individuals who collaborate to break boundaries, support one another, and create a meaningful impact in workplace wellness. We achieve success together, building trust through open communication and fostering a culture where every perspective is valued.