Vice President, Client Experience

Summary

Join Wellhub, a corporate wellness platform, as their Client Experience VP in Brazil. Leading a global team of 80+, you'll own the global client experience strategy, fostering excellence and accountability. You will ensure seamless operations across multiple teams, leverage data for improvements, and partner with commercial and product teams. The role requires 10+ years of experience, including 7+ in B2B/SaaS operations, and proven leadership skills in global organizations. Wellhub offers a comprehensive benefits package including flexible work options, paid time off, parental leave, and wellness programs.

Requirements

• 10+ years of experience, including 7+ in operations (B2B/SaaS)
• High level of precision, organization, and ability to manage complexity with clarity
• Proven track record of managing managers, preferably in global organizations with large and diverse teams
• Proven ability to lead with empathy and integrity, fostering an inclusive team culture that embraces diversity in all its forms—background, identity, perspective, and working style
• Outstanding communication skills; able to influence and align stakeholders with empathy and clarity
• Fluent English required
• Experience working closely with senior stakeholders, including executive leadership across functions
• Passion for operational excellence and a strong sense of ownership/accountability
• Approachable and supportive when the team brings challenges or seeks guidance—able to listen actively and act as a reliable partner in problem-solving
• Proven ability to drive and navigate organizational change
• Passion for fostering a culture of continuous feedback, both giving and receiving

Responsibilities

• Own and evolve the global client experience strategy, blending proactive and reactive support models to drive client satisfaction and loyalty
• Foster a culture of excellence and accountability across the organization, ensuring a “get things done” mindset in service of the client
• Ensure seamless operations across our Client Quality Hub and specialized support cells, balancing efficiency, care, and quality at every step of the client journey
• Leverage data and insights to anticipate issues, improve processes, and unlock opportunities to serve our clients better
• Set ambitious goals and empower local teams to deliver against them
• Partner with our Commercial and Product teams to bring the client's voice into strategic decision-making
• Build and maintain alignment across multiple teams and geographies, promoting consistency while respecting local needs
• Inspire and develop a high-performing team, mentoring current leaders and preparing the organization for future scale and complexity
• 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

Preferred Qualifications

Strong cross-functional profiles are also welcome, especially with commercial or product roles

Benefits

• Health, dental, and life insurance
• 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
• 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
• 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
• 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
• 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
• Outstanding opportunities for personal and career growth. That means we maintain a growth mindset in everything we do and invest deeply in employee development
• 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