Clients Experience, VP

Summary

Join Wellhub, a corporate wellness platform, as their Client Experience VP in Brazil. Reporting to the Global Leader of Ecosystem Operations and Support, you will lead a global team of over 80 professionals. This role is crucial for maintaining operational excellence and client satisfaction. You will oversee four core teams: Client Quality Hub, Client Experience team, Deal Desk, and Client Retention Growth team. The position requires 10+ years of experience, including 7+ in B2B/SaaS operations, and strong leadership skills. 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

• Lead the Global Client Experience function, ensuring exceptional client experiences
• Lead a globally distributed team of over 80 professionals
• Maintain and evolve operational excellence
• Work with internal stakeholders to ensure client satisfaction
• Directly lead four core teams: Client Quality Hub, Client Experience (CX) team, Deal Desk, and Client Retention Growth team
• Own and evolve the global client experience strategy
• Foster a culture of excellence and accountability
• Ensure seamless operations across teams
• Leverage data and insights to improve processes
• Set ambitious goals and empower local teams
• Partner with Commercial and Product teams
• Build and maintain alignment across teams and geographies
• Inspire and develop a high-performing team
• 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
• Flexible hybrid and full remote work options
• Home office stipend and a monthly flexible work allowance
• Flexible schedule to adjust working hours
• Access to onsite gyms and fitness studios, digital fitness programs, and online wellness resources
• Gold plan access at no cost, and other premium plans 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
• 100% paid parental leave to all new parents and extended maternity leave
• Outstanding opportunities for personal and career growth