Director of Client Operations

About the role

Wellhub is seeking a leader to oversee regional operations and enhance our client support framework in Brazil. You will bridge the gap between our product teams and client needs, ensuring that operational excellence drives our global wellness mission.

Key facts

What you'll do

• Manage regional operations to maintain high performance in support quality.
• Proactively identify and mitigate operational risks for strategic clients.
• Serve as the primary liaison between internal departments and clients to align priorities.
• Analyze client incidents to resolve root causes and improve overall product processes.
• Translate client feedback into actionable insights for organizational growth.
• Supervise the support team while fostering talent development and efficient workflows.
• Maintain strong relationships with stakeholders to ensure consistent delivery of results.

Requirements

• Residency in São Paulo.
• Availability to work from the office two days per week.
• Advanced English proficiency for global stakeholder communication.
• Prior experience in operations, customer support, or customer quality within B2B or technology sectors.
• Proven background in team leadership and performance management.
• Strong analytical capabilities to identify patterns and implement structured solutions.
• Demonstrated success in stakeholder management and cross-functional collaboration.
• Excellent negotiation, organizational, and communication skills.

Nice to have

• Experience working within global operations.

Skills & tools

• B2B client operations management
• Cross-functional stakeholder coordination
• Operational performance oversight
• Root cause analysis
• Team leadership and development

Practical notes

• Benefits include a free Gold+ Wellhub membership for you and three family members, the WellZ emotional wellbeing program with 52 therapy sessions per year, and comprehensive health, dental, and life insurance.
• We offer flexible work schedules, home office reimbursement, and paid time off including vacation, birthday leave, and tenure-based days.
• We provide 100% paid parental leave with an extended option and a ramp-back period for birth parents.
• We are a Syndio Fair Pay Certified company.
• We encourage applicants to apply even if they do not meet every listed requirement, though B2B client operations and stakeholder management experience are mandatory.