Your wellbeing matters. Join a company that cares.

GET TO KNOW US

Wellhub (formerly Gympass*) is a corporate wellness platform that connects employees to the best partners for fitness, mindfulness, therapy, nutrition, and sleep, all included in one subscription designed to cost less than each individual partner. Founded in 2012 and headquartered in NYC, we have a growing global team in 11 countries. At Wellhub, you have the opportunity to build a career in a high-growth tech company that places wellbeing at the foundation of its culture, and contribute to making every company a wellness company. 

*Big news: Gympass is now Wellhub! 
We are thrilled to announce our rebranding as Wellhub, marking a significant milestone in our journey. This transformation reflects our evolution from a “pass for gyms” to a comprehensive employee wellbeing solution. With our refreshed identity, we are poised to embark on an exciting new chapter of growth and expansion. We are elevating our offerings, including a completely new app experience and an expanded network of wellbeing partners. Learn more about it here. 

THE OPPORTUNITY

We are hiring a Customer Experience Manager: Partners to our Customer Experience Operations team in Texas! 

We are seeking a highly qualified and motivated Customer Experience (CX) Operations Manager, with a focus on Well-being Partners, to lead our operations and ensure excellence in customer service. This role encompasses the support and care of all US based partners of our platform, as well as supporting some of the partner related queries coming from the employees of the companies that are our clients.

YOUR IMPACT

• Strategic Leadership: Develop and implement operational strategies that enhance efficiency, quality, and partner satisfaction. This role requires a hands-on manager capable of translating strategy into actions and theoretical methodology into practice.
• Team Management: Supervise and lead a team of four agents that can potentially grow alongside our operations, providing guidance, training and ongoing development.
• Performance Management: Monitor and evaluate team performance, establish clear goals, success metrics, and implement corrective actions when necessary.
• Continuous Improvement: Identify process optimization opportunities and implement improvements to enhance operational efficiency and partner experience. Also, act as the voice of partners within the company, flagging cross-organization friction points.
• Partnerships Relationship: Establish and maintain strong relationships with the US Partnerships team, meeting their needs and ensuring effective problem resolution.
• Data Analysis: Utilize data and metrics to make informed decisions and develop strategies based on robust analysis. Proficiency in creating queries and self-service analysis for critical operational insights is required.
• Productivity Efficiency Control: Manage and control the team's productivity, ensuring efficient resource utilization. 
• 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.

WHO YOU ARE

• Bachelor's degree in Business Administration, Management, or a related field; Postgraduate degrees, MBAs, and technical courses are an advantage.
• Proficiency in English is mandatory. Spanish is a plus.
• Proven experience of at least 3 years in managing customer service operations.
• Excellent leadership and team management skills.
• Strong analytical skills and the ability to make data-driven decisions, including proficiency in analysis tools such as Zendesk Explorer and Tableau.
• Deep knowledge of customer service metrics and support tools, such as Zendesk, Salesforce, CRM, and Metabase.
• Ability to develop and implement effective operational strategies with a sense of urgency and critical thinking, being hands-on and proactive in ensuring quick and effective actions