Cx Partners Senior Manager

**Your wellbeing matters. Join a company that cares.**
**GET TO KNOW US**
Wellhub (formerly Gympass*) is a corporate wellness platform that connects employees to the best partners for fitness, mindfulness, therapy, nutrition, and sleep, all included in one subscription designed to cost less than each individual partner. Founded in 2012 and headquartered in NYC, we have a growing global team in 11 countries. At Wellhub, you have the opportunity to build a career in a high-growth tech company that places wellbeing at the foundation of its culture, and contribute to making every company a wellness company.
- **Big news: Gympass is now Wellhub**
We are thrilled to announce our rebranding as Wellhub, marking a significant milestone in our journey. This transformation reflects our evolution from a "pass for gyms" to a comprehensive employee wellbeing solution. With our refreshed identity, we are poised to embark on an exciting new chapter of growth and expansion. We are elevating our offerings, including a completely new app experience and an expanded network of wellbeing partners. Learn more about it here.
**THE OPPORTUNITY**
We are hiring a CX Partners Senior Manager to our Business Transformation team in São Paulo
The CX Partner Support Senior Manager will be responsible for leading the day-to-day operations and execution of the support strategy for our partners in Brazil. This role is focused on driving operational excellence, implementing process improvements, and fostering a culture of partner-centricity to ensure a high-quality support experience. The Senior Manager will lead, coach, and develop a dedicated support team, collaborate with internal departments to resolve partner issues effectively, and contribute to broader strategies that enhance partner satisfaction and operational efficiency.
**YOUR IMPACT**:
- Implement and manage the partner support strategy, ensuring the team's daily operations align with departmental objectives.
- Lead the continuous improvement of support processes, tools, and workflows to enhance team efficiency and the partner experience.
- Own, monitor, and report on key performance indicators (KPIs) and OKRs for partner support, analyzing trends and delivering actionable insights to drive performance.
- Manage support channels and escalations, ensuring timely and effective resolution of partner inquiries and issues.
- Build, lead, and mentor a high-performing partner support team, fostering a culture of accountability, collaboration, and continuous learning.
- Set clear goals, provide regular feedback, and manage the performance and professional development of team members.
- Empower the team to take ownership of the partner experience, promoting problem-solving and proactive support.
- Act as the primary point of contact for partner support matters, collaborating closely with Sales, Product, CX Enablement, Insights, and Operations teams to ensure a seamless partner journey.
- Serve as the voice of the partner in cross-functional meetings, translating feedback into recommendations for product, process, and policy improvements.
- Develop and maintain strong relationships with internal stakeholders to ensure alignment and advocate for partner needs.
- Identify opportunities to improve the partner support experience through new tools, self-service resources, and proactive communication.
- Support key business initiatives by ensuring the partner support team is prepared for new product launches, platform changes, and network expansion.
- 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 balance.
**WHO YOU ARE**:
- Lives in São Paulo.
- Availability to go to the office at least once a week.
- Previous experience in a support or operations environment and management role leading a team.
- Previous experience managing support operations for B2B, channel partners, or enterprise clients.
- An inspiring team leader with a hands-on approach and a passion for developing people.
- A strong operational mindset with a talent for process optimization, problem-solving, and data-driven decision-making.
- Proven ability to foster a high-performance team culture focused on accountability, quality, and continuous improvement.
- A commitment to innovation and a drive to make a meaningful impact on the partner experience.
- Strong fluency in English is mandatory.
- Experience with Zendesk.
- Experience with the Google ecosystem.
- Excellent communication and interpersonal skills, with the ability to build trust and collaborate effectively with diverse teams and stakeholders.
- Experience with Salesforce is a plus.
- Proficiency in Spanish is a plus.
**WHAT WE OFFER YOU (Latam)**:
We're a wellness company that is committed to the health and wellbeing of our e

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