CX Performance Manager

Gympass; Brasil; Teletrabalho; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A leading wellness company in Brazil seeks a CX Performance Manager to enhance customer experience through analytical insights. This remote position requires strong analytical skills, stakeholder management, and experience in hypothesis testing. The ideal candidate will lead initiatives across various verticals while ensuring actionable strategies based on data. Join a supportive environment that values wellbeing and continuous growth.

Serviços

Free Gold+ membership to onsite gyms and wellness programs

Complete emotional wellbeing program

Health, dental, and life insurance

Flexible work options

Paid time off, including additional days for tenure

100% paid parental leave

Career growth opportunities

Qualificações

• Strong analytical skills in problem solving techniques and hypothesis testing.
• Solid stakeholder management with the ability to present performance results.
• Advanced knowledge of business intelligence tools required.

Responsabilidades

• Build performance team from scratch to oversee customer experience.
• Monitor overall performance of customer experience operations.
• Conduct studies that support executive decisions.

Conhecimentos

Analytical skills

Stakeholder management

Problem solving

Hypothesis testing

Critical thinking

Business intelligence tools

Advanced English

Formação académica

Bachelor's degree in STEM

Descrição da oferta de emprego

THE OPPORTUNITY

We are hiring a CX Performance Manager in our CX Global area in Brazil! This is a Remote – Brazil position, meaning you can work from anywhere within the country. Please note that this role is only open to candidates in Portugal.

The team's mission is to drive Customer Experience performance improvement by leveraging analytical insights and hypothesis testing to identify key opportunities. The position has shifted from primarily focusing on problem identification to requiring this person to create action plans and roadmaps to follow through on resolutions. This change adds a layer of communication and senior leadership because the professional will need to convince other areas to invest in resolving the problems, requiring negotiation skills with major stakeholders. The role covers all four Wellhub verticals (user, client, partner, risk) both regionally and globally.

YOUR IMPACT

• Reporting directly to the CX Insights leader, build Performance team from scratch overviewing customer experience performance globally
• Act as the point of contact for customer experience performance requests
• Identify areas of operational improvement on all four Wellhub verticals (user, client, partner, risk) both regionally and globally
• Apply strong quantitative skills to formulate, test, and validate data-backed hypotheses, ensuring all conclusions are data-supported and translate into clear, actionable strategies.
• Proactively set action plans to untap new customer experience opportunities; preparing and leading initiatives and its roadmap
• Manage a broad base of cross-functional stakeholders, both internally and externally, across multiple departments at a global scale
• Monitor the overall performance of customer experience operations among all business units and countries, reacting to gaps observed via proposing short and long term corrective actions
• Conduct studies and drive conclusions that will support executives to take operations’ performance decisions
• 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

• Bachelor's degree in STEM field (Science, Technology, Engineering, or Mathematics)
• Strong analytical skills, with solid experience on problem solving techniques and hypothesis testing
• Proved critical thinking with the ability to analyse complex sets of data and derive clear, actionable recommendations
• Solid stakeholder management, with ability to build and present performance results to executives in a clear and executive way
• Advanced knowledge of business intelligence tools to work in partnership with the technical team members on conducting robust business analysis that involve exploring data, discussing alternatives and lining up proposals
• Experience in management or strategic consulting is desirable
• Advanced English skills (mandatory)

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%. We welcome your application and will be delighted to explore if you could be a great fit for our team. For this specific role, please note that prior experience in project and stakeholder management are mandatory requirements.

WHAT WE OFFER YOU

With thoughtful benefits, emotional wellbeing resources, and a culture that empowers you to take ownership of your role and your wellbeing, we create an environment where you can thrive in all dimensions of your life.

Our flexible benefits program allows you to customize some of the benefits, according to your needs!

Our benefits include:

WELLHUB: Free Gold+ membership with access to onsite gyms and 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, ensuring access to wellness for those who matter most to you.

WELLZ: A complete emotional wellbeing program with a unique approach. It offers personalized journeys that combine individual therapy sessions (52 per year) and on-demand content.

HEALTHCARE: Health, dental, and life insurance.

FLEXIBLE WORK: As a Flexible First company, we offer hybrid and remote options to give you the freedom to work in a way that suits you. The model for this specific role can be discussed with your recruiter and hiring manager. When you join, use our home office reimbursement to set up your home office.

FLEXIBLE SCHEDULE: Flexibility for us isn’t just about where we work—it also means being able to shape how and when we get things done. Together with their leaders, employees define schedules that align with their time zones, team needs, and personal routines.

PAID TIME OFF: It’s important to take time away from work to recharge.Employees receive vacations after 6 months and additional 3 days off per year + 1 day off for each year of tenure (up to 5 additional days) + an extra holiday for your birthday!

PAID PARENTAL LEAVE:Welcoming a new child is one of the most special moments in your life. Take the time to be present and enjoy your growing family. We offer 100% paid parental leave to all new parents. Parents giving birth are eligible for an extended leave and a ramp-back period to return part-time while they get settled.

CAREER GROWTH: Access world-class platforms, participate in interactive sessions, build your personalized development roadmap, and explore internal opportunities. We focus on continuous learning and feedback to support your journey toward personal and professional success.

CULTURE: You’ll join a team of passionate people who come together to break boundaries, support each other, and create a meaningful impact in workplace wellness. We win together, building trust through open communication and a culture where every perspective matters. Learn more about our shared culture and values here.

And to get a glimpse of life at Wellhub… Follow us on Instagram @lifeatwellhub and LinkedIn !

DIVERSITY, EQUITY, AND BELONGING at Wellhub

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.

Wellhub is a remote-friendly company that values wellbeing, inclusion, and collaboration. We welcome applications from candidates in Portugal when applicable.