Hybrid Operations Manager – Client Quality Hub

at Gympass

• Job title: Operations Manager – Client Quality Hub
• Job type: Full Time
• Experience level: Junior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Sao Paulo, Brazil

About the role

• Operations Manager for Client Quality Hub focused on client experience across LATAM. Leading a team transforming client interactions into operational intelligence.

Responsibilities

• Lead, develop, and mentor the LATAM Client Quality Hub team, ensuring high performance, engagement, and alignment with the company’s culture and management standards.
• Translate operational metrics into high-impact action plans that directly influence NPS (Net Promoter Score), CSAT, and client retention across the region.
• Manage team capacity and workload to ensure the hub meets its SLAs while maintaining quality standards during peak periods.
• Develop and implement robust frameworks for monitoring incidents and risks, proactively identifying bottlenecks before they impact the client.
• Oversee the creation of advanced dashboards and analytical reports to provide leadership with clear visibility into operational health and trends.
• Drive the continuous refinement of end-to-end workflows, ensuring that 'lessons learned' from client issues are codified into structural process improvements.
• Act as a strategic bridge between Customer Success, Product, and CX teams to implement operational fixes and influence the product roadmap based on the 'Voice of the Customer' (VoC).
• Serve as the senior point of escalation for critical cases, ensuring rapid resolution and transparent communication with executive stakeholders.
• 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 wellness.

Requirements

• Previous experience managing teams within Operations, Customer Support, or Service Quality environments is essential.
• Advanced or Fluent Spanish and English is mandatory for daily interaction with LATAM and global stakeholders.
• Ability to navigate between deep technical details (root cause analysis) and the 'big picture' (business and financial impact).
• Proven track record of managing multiple high-priority projects in a fast-paced, hyper-growth environment.
• Strong ability to influence peers and senior leadership through data-driven arguments and collaborative problem-solving.

Benefits

• Free Gold+ membership with access to onsite gyms and studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental wellbeing support, and more! Add up to three family members to your plan, ensuring access to wellness for those who matter most to you.
• A complete emotional wellbeing program with a unique approach. It offers personalized journeys that combine individual therapy sessions (52 per year) and on-demand content.
• Health, dental, and life insurance.
• As a Flexible First company, we offer hybrid and remote options to give you the freedom to work in a way that suits you. The model for this specific role can be discussed with your recruiter and hiring manager. When you join, use our home office reimbursement to set up your home office.
• Flexibility for us isn’t just about where we work—it also means being able to shape how and when we get things done. Together with their leaders, employees define schedules that align with their time zones, team needs, and personal routines.
• It’s important to take time away from work to recharge. Employees receive vacations after 6 months and additional 3 days off per year + 1 day off for each year of tenure (up to 5 additional days) + an extra holiday for your birthday!
• Welcoming a new child is one of the most special moments in your life. Take the time to be present and enjoy your growing family. We offer 100% paid parental leave to all new parents. Parents giving birth are eligible for an extended leave and a ramp-back period to return part-time while they get settled.
• Access world-class platforms, participate in interactive sessions, build your personalized development roadmap, and explore internal opportunities. We focus on continuous learning and feedback to support your journey toward personal and professional success.
• You’ll join a team of passionate people who come together to break boundaries, support each other, and create a meaningful impact in workplace wellness. We win together, building trust through open communication and a culture where every perspective matters.