Operations Manager – Client Quality Hub (Latam)

TL;DR

Operations Manager – Client Quality Hub (LATAM): Leading a team to transform complex client interactions into operational intelligence, ensuring excellence, agility, and scalability. Focus on driving continuous refinement of end-to-end workflows and serving as the senior point of escalation for critical cases.

Location: Brazil (São Paulo - Hybrid)

Company

hirify.global is revolutionizing workplace wellness by connecting employees worldwide to partners for fitness, mindfulness, therapy, nutrition, and sleep.

What you will do

• Lead, develop, and mentor the LATAM Client Quality Hub team, ensuring high performance and engagement.
• Translate operational metrics into high-impact action plans that directly influence NPS, 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.
• Act as a strategic bridge between Customer Success, Product, and CX teams to implement operational fixes and influence the product roadmap.
• Serve as the senior point of escalation for critical cases, ensuring rapid resolution and transparent communication with executive stakeholders.

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.

Culture & Benefits

• Free Gold+ membership with access to onsite gyms and studios, digital fitness programs, and online wellness resources.
• Complete emotional wellbeing program with therapy sessions and on-demand content.
• Flexible work options, including hybrid and remote, with a home office reimbursement.
• Paid time off, including vacations, additional days off per year, and a birthday holiday.
• 100% paid parental leave.
• Access to world-class learning platforms and internal opportunities for career growth.