S&O Associate - Global PX

Voy; Brasil; On-site; BRL 180,000 - 300,000; Full time

Job summary

Voy is seeking a Strategy & Operations Associate to help implement strategic projects in Brazil, focusing on improving the patient experience. You will own workstreams within high-impact initiatives, model processes, and optimize service channels for scalable operations.

You will work with a multidisciplinary team, leveraging data dashboards (Looker) to size problems, measure outcomes, and iterate on solutions.

Qualifications

• Patient-centric approach to solving problems in healthcare operations.
• Strong analytical skills with the ability to translate data into action.
• Experience mapping and redesigning processes across multiple channels.
• Proficient with data dashboards, especially Looker.
• Able to collaborate with cross-functional teams across markets.

Responsibilities

• Identify operational challenges across teams and help design, implement, and scale processes.
• Map and redesign patient service flows to create clear, scalable operating models.
• Monitor channel performance (SLA, quality, satisfaction) and drive fixes.
• Identify friction in the patient journey and implement operational improvements.
• Own workstreams within projects, coordinating scope, timelines, and delivery.
• Use data to size problems, prioritize actions, and measure results.

Skills

Patient-centric

Analytical mindset

Process mapping

Data analytics (Looker)

Cross-functional collaboration

English & Portuguese fluency

Tools

Looker

Miro

Lucidchart

Draw.io

BPMN

Job description

We are seeking a Strategy & Operations Associate to help implement strategic projects in our operations in Brazil, with a focus on patient experience. In this role, you will own workstreams within high-impact projects: modeling processes, improving our service channels and making the patient journey better over time. You will work closely with the Strategy & Operations Manager and with multi-disciplinary teams, with a global perspective that helps define standards replicable across our markets.
This is an ideal role for professionals with strong problem-solving skills who want to challenge themselves in a fast-paced environment, learn from a hands-on manager and take real ownership of the pieces they lead. If you like going deep into operational problems and solving them by implementing solutions with our teams, this role is for you!

What you'll do

• Solve problems: Work with colleagues from multiple teams to identify operational challenges and help design, implement and scale the processes that solve them
• Model and improve processes: Map, document and redesign processes across our patient service channels, turning complex flows into clear, scalable and standardized operating models
• Drive operational excellence: Monitor channel performance (SLAs, quality, resolution, satisfaction), spot problems early and help drive the fixes through to implementation
• Improve the patient journey: Identify friction and drop-off points along the journey and build operational solutions that improve the experience
• Deliver projects and manage change: Own workstreams within larger projects, working with multi-disciplinary teams on scope, timelines and delivery. Help make sure new processes are actually adopted through communication, training and follow-up
• Build with data: Use data and dashboards (e.g., Looker) to size problems, prioritize and measure results. Run experiments, read the results honestly and iterate
• Bring a global lens: Learn from and share best practices across markets, helping adapt global PX standards to the Brazilian operation

Who you are (ideal profile)

• You are patient-obsessed. You believe solving for the patient is the fastest way to build a great business
• You have experience in a demanding, analytical environment (consulting, startups, scale-ups or entrepreneurial settings), or you're early in your career but have already shown you can own things
• You have led a project or workstream from identifying the problem to implementing the solution, and you are comfortable working with multiple stakeholders
• You have hands-on experience mapping processes with tools such as Miro, Lucidchart, Draw.io or BPMN
• You have strong analytical skills and are comfortable using data analytics tools (e.g., Looker) to drive decisions
• You are hands-on and detail-oriented. You're happy to get into the weeds of an operation, and you follow through
• You bring excellence in any form. Whether academic excellence, entrepreneurial drive, professional achievements or athletic discipline, we value people who push themselves to achieve extraordinary outcomes
• You are competitive and will do everything you can to provide the best experience to our patients
• You are fluent in both English and Portuguese
• Bonus points for familiarity with journey mapping, Lean/Six Sigma or customer support tools (e.g., Zendesk, Intercom). but what matters most is your ability to figure things out and make them happen