CX Manager – BPO Governance

Role Overview

• Operational Management at Scale: Leading a customer service structure (synchronous and asynchronous) with a volume exceeding 32,000 tickets/month, ensuring service levels (SLAs) and exceptional quality standards.
• BPO Performance Governance: Serving as the primary owner for BPO governance, managing KPIs, quality calibrations, and staffing assumptions, while driving action plans for performance improvement and ensuring the Wellhub culture is embedded in all interactions.
• Operational Efficiency: Structuring management rituals and workflows aimed at optimizing efficiency with a steadfast focus on user experience (UX).
• Operational Intelligence: Executing the CS intelligence cycle: analyzing contact drivers, reviewing root causes, and identifying deflection opportunities, while sharing structured insights with Product and other Operations teams.
• Team Development: Leading and developing the internal team, ensuring that a customer-centric culture permeates the entire structure (both internal and external).
• 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.

Requirements

• Experience in Customer Service Management: Proven track record in managing both internal teams and BPO (Outsourced) operations.
• Hybrid Availability: Ability to work in a hybrid model based in São Paulo 2-3x a week.
• Advanced English: Mandatory advanced/fluent English skills.
• Analytical Skills: Investigative mindset and the autonomy to navigate diverse data sources and transform raw numbers into insights.
• People Management & Development: Extensive experience in leading teams with a genuine passion for coaching and developing talent.
• Autonomy & Collaboration: Ability to work both autonomously and collaborate effectively within a team environment.
• Adaptability: A self-starter who can multitask and adapt to a fast-growing, dynamic organization.

Benefits

• 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.