Head of Clients Operations – North America

Head of Clients Operations – North America Join to apply for the Head of Clients Operations – North America role at Wellhub Opportunity We are hiring a Head of Client Operations to our Clients Operations team in Brazil . This will be a Hybrid position in São Paulo. The Head of Clients Operations – North America will be responsible for leading operations in the region (United States and Canada), ensuring excellence in client support and operational journey. This role is part of the Client Operations team focused on solving complex operational issues, anticipating risks, and generating strategic insights to improve product and client experience. The position serves as a bridge between Clients, Customer Success and Product, fostering trust, removing frictions, prioritizing high‑impact initiatives, and translating the clients’ voice into actions that accelerate business results. Your Impact Lead North America operations, ensuring high performance in support and operational quality. Proactively identify, prevent, and resolve complex operational issues, anticipating risks for strategic clients. Act as the main stakeholder between internal teams (Customer Success, Product) and clients, ensuring alignment of priorities. Transform clients interactions and incidents into opportunities for improvement, eliminating root causes of defects. Promote clients insights across the organization, contributing to continuous product and process improvement. Balance individual clients requests with the strategic vision and business goals of Wellhub. Ensure strong organization, performance monitoring, and consistent delivery of operational results. Build and maintain trust‑based relationships with strategic clients and internal stakeholders. Lead the support team, developing talent and ensuring a seamless and efficient clients journey. 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 Fluent English (mandatory) – responsible for managing operations in the US and Canada. Previous experience in operations, customer support, or customer quality, preferably in B2B or technology environments. Strong analytical skills to identify patterns, root causes, and propose structured solutions. Proven ability in stakeholder management, building trust with executives, clients, and cross‑functional teams. Leadership experience with team management and operational performance oversight. Ability to thrive in a fast‑paced environment with multiple priorities, focusing on high‑impact results. Excellent communication, organizational skills, and negotiation abilities. International experience or working in global operations is a strong plus. Benefits Free Gold+ membership with access to onsite gyms, studios, digital fitness programs and online wellness resources for meditation, nutrition, mental wellbeing support, and more. Add up to three family members to your plan. WELLZ: A complete emotional wellbeing program with personalized journeys that combine individual therapy sessions (52 per year) and on‑demand content. Health, dental, and life insurance. Flexible work: As a Flexible First company, we offer hybrid and remote options. The model for this specific role can be discussed with your recruiter and hiring manager. Paid time off: Employees receive vacations after 6 months and additional 3 days off per year plus 1 day off for each year of tenure (up to 5 additional days) and an extra holiday for your birthday. Paid parental leave: 100% paid parental leave to all new parents. Career growth: Access world‑class platforms, build your personalized development roadmap, and explore internal opportunities. Culture: You’ll join a team of passionate people who break boundaries, support each other, and create a meaningful impact in workplace wellness. Diversity, Equity, and Belonging Wellhub is committed to creating a diverse work environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, gender identity or expression, sexual orientation, age, non‑disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. Questions on how we treat your personal data? See our Aviso de Privacidade para Candidatos. #J-18808-Ljbffr