Director of Client Operations

About the role

Wellhub is looking for a Director of Client Operations to lead its Business Transformation team in São Paulo. In this senior role you will oversee regional client support, drive operational excellence, and act as the primary bridge between strategic clients, Customer Success, and Product teams.

Key responsibilities

• Lead Brazil‑based client operations, ensuring high performance and quality of support.
• Identify, prevent, and resolve complex operational issues, anticipating risks for strategic accounts.
• Serve as the main stakeholder between internal teams and clients, aligning priorities and translating client feedback into actionable initiatives.
• Convert client interactions and incidents into continuous‑improvement opportunities, eliminating root‑cause defects.
• Promote client insights across the organization to enhance product and process development.
• Maintain strong, trust‑based relationships with strategic clients and internal stakeholders.
• Lead and develop the support team, ensuring a seamless client journey.

Required profile

• Advanced English proficiency for daily interaction with global stakeholders.
• Proven experience in operations, customer support, or related functions, preferably at a senior level.
• Ability to work onsite in São Paulo and collaborate with cross‑functional teams.
• Strong analytical mindset with a focus on risk mitigation and continuous improvement.

Required skills