Operations Manager – Client Quality Hub (LATAM)

 

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 Europe, North America and South America, 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 Manager – Client Quality Hub (LATAM) to our Clients Operations team in Brazil! 

As the Operations Manager for the Client Quality Hub (LATAM), you will be the guardian of the client experience across Argentina, Mexico, and Chile. Your role is both strategic and consultative: you will lead a team dedicated to transforming complex client interactions into operational intelligence. Beyond monitoring processes, you will design solutions that reduce friction throughout the client lifecycle, ensuring that LATAM operations are synonymous with excellence, agility, and scalability.

 

YOUR IMPACT

• Lead, develop, and mentor the LATAM Client Quality Hub team, ensuring high performance, engagement, and alignment with the company’s culture and management standards.
• Translate operational metrics into high-impact action plans that directly influence NPS (Net Promoter Score), 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.
• Quality Assurance Framework: 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.
• Cross-functional Partnership: 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).
• Escalation & Crisis Management: 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

• Previous experience managing teams within Operations, Customer Support, or Service Quality environments is essential.
• Advanced or Fluent Spanish and English is mandatory for daily interaction with LATAM and 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.

We recognize that individuals approach job applications differently. We strongly encourage all aspiring applicants to go for it, even if they don't match the job description 100%. We welcome your application and will be delighted to explore if you could be a great fit for our team. For this specific role, please note that prior experience managing teams is mandatory requirement.&l