Head of Client Operations

About the role

Wellhub is seeking a leader to manage regional operations within our Business Transformation team in São Paulo. This role acts as a bridge between our clients, product development, and customer success teams to resolve operational challenges and improve the overall client experience.

Key facts

What you'll do

• Direct regional operations to ensure high-quality support and performance.
• Identify and mitigate operational risks for strategic accounts.
• Coordinate between internal departments and clients to align priorities.
• Convert client feedback and incident data into actionable product and process improvements.
• Manage and develop the support team to ensure an efficient client journey.
• Monitor operational metrics and maintain trust with key stakeholders.
• Promote a culture of wellbeing and balance within the internal team.

Requirements

• Must reside in São Paulo.
• Availability to work from the office twice per week.
• Advanced English proficiency for global communication.
• Prior experience in operations, customer support, or customer quality, specifically within B2B or technology sectors.
• Proven leadership experience in team management and performance oversight.
• Strong analytical ability to identify root causes and implement structured solutions.
• Demonstrated skill in stakeholder management and executive-level communication.

Nice to have

• Experience working in global operations.

Skills & tools

• Operational strategy and performance management
• B2B client relations
• Cross-functional stakeholder management
• Data analysis and root cause identification

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.
• Flexible work arrangements include home office reimbursement, flexible schedules, and paid parental leave.
• Time off policies include vacation after six months, additional annual leave based on tenure, and a birthday holiday.
• We are a Syndio Fair Pay Certified employer.
• We encourage applications even if you do not meet every listed requirement, though B2B client operations and stakeholder management experience are mandatory.