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CX Manager (BPO Governance)

1 hour, 56 minutes ago
Brazil
Full-time
Senior
Operations Manager
Customer and Technical Support
Apply Now
Wellhub

Wellhub

Wellhub: An Upstream OS for data-driven decisions, optimizing production, reducing costs, and minimizing downtime in the Oil & Gas industry.

Gas Utilities
1-10
Founded 2016
View All Jobs 22

Description

  • Lead a customer service operation across synchronous and asynchronous channels handling more than 32,000 tickets per month.
  • Own BPO governance by managing KPIs, quality calibrations, staffing assumptions, and performance improvement action plans.
  • Ensure service levels and quality standards are met across customer touchpoints.
  • Structure management rituals and workflows to improve operational efficiency and user experience.
  • Analyze contact drivers and root causes, identify deflection opportunities, and share operational insights with Product and Operations teams.
  • Develop and lead the internal team while fostering a customer-centric culture across internal and external operations.
  • Promote a supportive work environment that encourages wellbeing, time off, and work-life balance.

Requirements

  • Experience managing both internal customer service teams and BPO (outsourced) operations.
  • Advanced or fluent English is mandatory.
  • Ability to work in a hybrid model in São Paulo 2-3 times per week.
  • Strong analytical skills with the ability to navigate multiple data sources and turn data into insights.
  • Proven people management experience with a passion for coaching and developing talent.
  • Ability to work autonomously and collaborate effectively in a team environment.
  • Self-starter mindset with the ability to multitask and adapt in a fast-growing, dynamic organization.
  • Experience in customer service management at scale is preferred.
  • Investigative and data-driven decision-making mindset is preferred.

Benefits

  • Free Wellhub Gold+ membership with access to gyms, studios, digital fitness programs, and wellness resources.
  • Ability to add up to three family members to the Wellhub plan.
  • Wellz emotional wellbeing program with 52 annual therapy sessions and on-demand content.
  • Health, dental, and life insurance.
  • Flexible First work model with hybrid and remote options.
  • Home office reimbursement to help set up your workspace.
  • Paid time off, including vacation after 6 months, 3 extra days off per year, birthday off, and additional tenure-based days.
  • 100% paid parental leave, plus extended leave and a ramp-back period for parents giving birth.
  • Career growth support through learning platforms, interactive sessions, internal opportunities, and development roadmaps.

Interested in this position?

Apply directly on the company website

Apply Now

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