Operations Account Manager

Operations Account Manager role in São Paulo, Brazil, within Wellhub's Business Transformations - Operations team. Responsible for translating operational metrics into action plans that influence NPS, CSAT, and client retention; managing team capacity to meet SLAs; developing and implementing frameworks for monitoring incidents and risks; overseeing dashboards and analytical reports for leadership visibility; refining end-to-end workflows and codifying lessons learned into process improvements; acting as a strategic bridge between Customer Success, Product, and CX to influence the product roadmap based on the Voice of the Customer; serving as senior escalation point for critical cases with transparent executive communication; requires collaboration with global stakeholders, strong data-driven problem-solving, and knowledge of AI tools, Google Suite, and Microsoft Office; a customer-focused, proactive mindset and ability to navigate technical details with the broader business impact. The company emphasizes flexible work arrangements (hybrid/remote) and wellbeing-focused culture, with a Bachelor's degree and prior experience in operations-related roles as essential requirements.