CX Process

Overview Join to apply for the CX Process & Quality Manager role at Wellhub . Your Wellbeing Matters. Join a Company That Cares. GET TO KNOW US Wellhub (formerly Gympass*) is a corporate wellness platform that connects employees to 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. THE OPPORTUNITY We are hiring a CX Process & Quality Manager to our CX Enablement team in São Paulo . Our mission is to continually elevate the overall customer experience by improving operations with a customer-centric mindset. As part of the CX Processes and Quality team, you will be responsible for leading a team of experts seeking process optimization and documentation that empower our CX agents to provide seamless and effective support to our customers. You will also work closely with cross-functional teams to champion the customer's needs and ensure our processes are optimized and ready for new products and features. Ultimately, you and your team will work to directly improve the productivity and quality of our customer service while also protecting the customer journey in our new business operations. Your Impact This position will focus on monitoring the quality and optimizing the processes of our global CX operations for our New Business teams. Key responsibilities include: Team Leadership: Guide and develop a team of experts in process and quality, ensuring they have deep knowledge of the business and its rules. Strategic Voice of Customer (VoC): monitor and analyse customer feedback to identify opportunities, trends and pain points to optimize customer journeys. Cross-Functional Liaison: act as the primary link between CX and other departments to ensure customer needs are met, especially in the New Ventures business area during product and business launches. Strategic Process Improvement: responsible for CX processes and knowledge base maintenance, and continuously proposing changes to optimize operations globally. CX Operations Quality Monitoring: design and manage a quality assurance program to ensure continuous quality monitoring of our customer-facing operations. 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 support work-life balance. Who You Are Experience leading process improvement initiatives, with methodology knowledge (e.g. Lean Six Sigma). Prior experience in CX roles and voice of customer surveys. Experience with Excel and/or Google Sheets. Familiarity with data analysis tools is beneficial. Proven track record of people and stakeholder management. Fluent in Portuguese and English. Experience in a global position is a plus. Knowledge of Artificial Intelligence to optimize CX processes is highly valued. Able to structure complex problems and translate them into actionable plans, anticipating problems and implementing solutions. Team player, able to influence people from different levels, including senior leaders. Excellent communication skills; able to explain complex changes clearly to diverse audiences. Thrives in a fast-paced environment, comfortable with ambiguity and able to find direction within it. 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%. For this specific role, proficiency in English and leadership experience are mandatory requirements. What We Offer We’re a wellness company committed to the health and wellbeing of our employees. Our flexible program allows you to customize your benefits according to your needs. Our Benefits Include WELLNESS: Health, dental, and life insurance. FLEXIBLE WORK: Flexible hybrid or full remote options with an office for collaboration. Home office stipend and monthly flexible work allowance. FLEXIBLE SCHEDULE: Ability to adjust working hours based on personal schedule, time zone, and business needs. WELLHUB: Access onsite gyms and fitness studios, digital fitness programs, and online wellness resources. Gold plan included at no cost; other premium plans discounted. PAID TIME OFF: Vacations after 6 months and 3 days off per year plus 1 day per year of tenure (up to 5 additional days) and an extra day for your birthday. PAID PARENTAL LEAVE: 100% paid parental leave for new parents and extended maternity leave. CAREER GROWTH: Opportunities for personal and career growth; investment in employee development. CULTURE: Supportive, global, high-growth tech environment with value-based culture of trust, flexibility, and integrity. Follow us on Instagram @lifeatwellhub and LinkedIn for a glimpse of life at Wellhub. 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 without regard to race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis protected by law. Questions on how we treat your personal data? See our Aviso de Privacidade para Candidatos. Job Details Seniority level: Mid-Senior level Employment type: Full-time Job function: Quality Assurance Industries: Wellness and Fitness Services #J-18808-Ljbffr