CX Process & Quality Manager

Gympass; São Paulo; Híbrido; BRL 120.000 - 160.000; Tempo integral

Resumo da oferta

A corporate wellness platform in São Paulo is seeking a CX Process & Quality Manager. This role focuses on enhancing the customer experience by optimizing processes and leading a team responsible for quality assurance in customer service. The ideal candidate will possess strong leadership skills, fluent Portuguese and English, and proven experience in customer experience roles. The company offers flexible work options and a variety of wellness benefits.

Serviços

Health, dental, and life insurance

Flexible hybrid or remote work options

Paid parental leave

Career growth opportunities

Onsite gyms access

Qualificações

• Proven track record of people and stakeholder management.
• Experience in a global position is a plus.
• Strong leadership skills with the ability to prioritize tasks.

Responsabilidades

• Monitor quality and optimize processes of CX operations.
• Provide guidance and development to a team of experts.
• Act as the primary link between CX and other departments.

Conhecimentos

Fluent in Portuguese

Fluent in English

Stakeholder management

Process improvement

Leadership

Ferramentas

Excel

Google Sheets

SQL

Tableau

Zendesk

Descrição da oferta de emprego

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 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 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 business 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 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 create a supportive environment where everyone feels comfortable taking care of themselves, taking time off, and finding work-life balance.

WHO YOU ARE

• Fluent in Portuguese and English.
• Proven track record of people and stakeholder management.
• Prior experience in CX roles and voice of customer surveys are highly valued.
• Experience in a global position is a plus.
• Prior experience leading process improvement initiatives, with methodology knowledge (e.g. Lean Six Sigma).
• Knowledge of Voice of Customer surveys and methodology (e.g. CSAT, NPS, etc).
• Experience with Excel and/or Google Sheets. Familiarity with data analysis tools is beneficial (e.g., SQL, R, Python, Tableau/Power BI, Minitab).
• Knowledge of Artificial Intelligence to optimize CX processes is highly valued.
• Familiarity with Zendesk or similar CX ticketing platforms is a plus.
• Strong leadership skills and the ability to effectively prioritize tasks.
• Ownership and Accountability for your work and the team\'s outcomes.
• 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. Can explain complex changes clearly to diverse audiences.
• Thrives in a fast-paced environment, being 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%. 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 proficiency in English and leadership experience are mandatory requirements.

WHAT WE OFFER YOU

We\'re a wellness company that is 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: At Wellhub, flexibility fosters a happier, healthier, and more productive work environment for everyone. As a Flexible First company, we offer two work model options: flexible hybrid and full remote, and make the office a place for collaboration, community, and team building. The model for this role can be discussed with your recruiter and hiring manager. We offer all employees a home office stipend and a monthly flexible work allowance to help cover the costs of working from home.
• FLEXIBLE SCHEDULE: Wellhubbers and their leaders can make the best decisions for their scope. This includes flexibility to adjust their working hours based on their personal schedule, time zone, and business needs.
• WELLHUB: We believe in our mission and encourage our employees and their families to take care of their wellbeing too. Access onsite gyms and fitness studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental health support, and more. You will receive the Gold plan at no cost, and other premium plans will be significantly discounted.
• PAID TIME OFF: We know how important it is that our employees take time away from work to recharge. Vacations after 6 months and 3 days off per year + 1 day off for each year of tenure (up to 5 additional days) + extra day off for your birthday.
• PAID PARENTAL LEAVE: Welcoming a new child is one of the most special moments in your life and we want our employees to take the time to be present and enjoy their growing family. We offer 100% paid parental leave to all new parents and extended maternity leave.
• CAREER GROWTH: Outstanding opportunities for personal and career growth. That means we maintain a growth mindset in everything we do and invest deeply in employee development.
• CULTURE: An exciting and supportive atmosphere with ambitious people from around the world. You’ll partner with global colleagues and share in the success of a high-growth technology company disrupting the health and wellness space. Our value-based culture of trust, flexibility, and integrity makes this possible every day. Find more info on our careers page.
• And to get a glimpse of Life at Wellhub… Follow us on Instagram, LinkedIn

Diversity, Equity, and Belonging at Wellhub

We aim to create a collaborative, supportive, and inclusive space where everyone knows they belong.

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.

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