Head of Client Operations

📋 Description

• Oversee operations in Brazil, ensuring exceptional performance in support and operational excellence.

• Identify, prevent, and resolve intricate operational challenges proactively, 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, aiding in ongoing product and process enhancements.

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

• Guarantee robust organization, performance monitoring, and consistent delivery of operational outcomes.

• Cultivate and maintain trust-based relationships with key clients and internal stakeholders.

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

• Embody the mission: inspire and empower others by genuinely prioritizing your wellbeing and that of your colleagues. Place wellbeing at the forefront of work and foster a supportive atmosphere where everyone feels encouraged to care for themselves, take time off, and achieve work-life balance.

⛳️ Requirements

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

• Proficiency in advanced English is essential for daily communication with global stakeholders.

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

• Strong analytical skills to detect patterns, identify root causes, and propose structured solutions.

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

• Leadership experience in team management and oversight of operational performance.

• Ability to excel in a dynamic environment with multiple priorities, concentrating on high-impact results.

• Outstanding communication, organizational skills, and negotiation capabilities.

• Experience in global operations is a significant advantage.

🏝️ Benefits

• WELLHUB: Complimentary Gold+ membership granting access to onsite gyms and studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental wellbeing support, and more! You can include up to three family members in your plan, ensuring access to wellness for your loved ones.

• WELLZ: A comprehensive emotional wellbeing program featuring a unique approach. It provides personalized journeys that combine individual therapy sessions (52 annually) and on-demand content.

• HEALTHCARE: Health, dental, and life insurance coverage.

• FLEXIBLE WORK: As a Flexible First organization, we provide hybrid and remote options to allow you the freedom to work in a manner that suits you. The specifics for this role can be discussed with your recruiter and hiring manager. Once you join, utilize our home office reimbursement to establish your workspace.

• FLEXIBLE SCHEDULE: Flexibility encompasses not only where we work but also how and when we accomplish our tasks. Collaborating with their leaders, employees can define schedules that align with their time zones, team requirements, and personal routines.

• PAID TIME OFF: Taking time away from work to recharge is vital. Employees are entitled to vacations after 6 months, plus an additional 3 days off per year, 1 extra day for each year of service (up to 5 additional days), and an extra holiday for their birthday!

• PAID PARENTAL LEAVE: Welcoming a new child is a momentous occasion. Take the time to be present and enjoy your expanding family. We provide 100% paid parental leave for all new parents. Parents who give birth are eligible for extended leave and a ramp-back period to return part-time while adjusting.

• CAREER GROWTH: Gain access to world-class platforms, engage in interactive sessions, build your personalized development roadmap, and explore internal opportunities. We emphasize continuous learning and feedback to support your journey toward personal and professional success.

• CULTURE: Join a team of dedicated individuals who unite to break boundaries, support each other, and create a significant impact in workplace wellness. We achieve success together, fostering trust through open communication and a culture where every perspective is valued.