Operations Account Manager (SaaS)

TL;DR

Operations Account Manager (SaaS): Improving client operational routines and making processes scalable and standardized with an accent on operational metrics, SLA management, and client retention. Focus on translating metrics into action plans, refining end-to-end workflows, and serving as a strategic bridge between Customer Success and Product teams.

Location: Hybrid (São Paulo, Brazil)

Company

A global wellness platform connecting employees worldwide to fitness, mindfulness, therapy, nutrition, and sleep services via a single subscription.

What you will do

• Translate operational metrics (NPS, CSAT) into high-impact action plans to influence client retention.
• Manage team capacity and workloads to ensure SLAs are met while maintaining quality standards.
• Develop frameworks for monitoring incidents and risks to proactively identify operational bottlenecks.
• Create advanced dashboards and analytical reports to provide leadership with visibility into operational health.
• Drive continuous refinement of end-to-end workflows by codifying lessons learned into structural improvements.
• Act as a strategic bridge between Customer Success, Product, and CX teams to influence the product roadmap.

Requirements

• Bachelor's degree.
• Previous experience in Operations, Customer Support, or Service Quality environments.
• English: Mandatory for daily interaction with global stakeholders.
• Ability to navigate between deep technical root cause analysis and high-level business impact.
• Proven track record of managing multiple high-priority projects in fast-paced, hyper-growth environments.
• Proficiency with AI tools, Google Suite, and Microsoft Office.

Culture & Benefits

• Free hirify.global Gold+ membership for employees and up to three family members.
• Personalized emotional wellbeing program (Wellz) including 52 therapy sessions per year.
• Comprehensive health, dental, and life insurance.
• Flexible work arrangements (hybrid/remote) with home office reimbursement.
• Generous paid time off, including birthday leave and tenure-based additional days.
• 100% paid parental leave with extended leave and ramp-back periods for birth parents.