Operations Performance Manager (HR-tech)

TL;DR

Operations Performance Manager (Business Transformation): Improving client operational routines and ensuring process scalability with an accent on operational metrics and efficiency. Focus on translating metrics into high-impact action plans to influence NPS and CSAT and optimizing end-to-end workflows based on the Voice of the Customer.

Location: Hybrid in São Paulo, Brazil

Company

hirify.global is a global workplace wellness platform connecting employees worldwide to fitness, mindfulness, therapy, and nutrition services through a single subscription.

What you will do

• Translate operational metrics into action plans that directly influence NPS, CSAT, and client retention.
• Manage team capacity and workload to ensure hub SLAs are met without compromising quality.
• Develop and implement frameworks for monitoring incidents and risks to proactively identify bottlenecks.
• Oversee the creation of advanced dashboards and analytical reports for leadership visibility.
• Refine end-to-end workflows by codifying lessons learned from client issues into structural improvements.
• Act as a senior point of escalation for critical cases and bridge the gap between Customer Success, Product, and CX teams.

Requirements

• Bachelor's degree.
• Previous experience in Operations, Customer Support, or Service Quality environments.
• English: Mandatory for daily interaction with global stakeholders.
• Location: Must be based in São Paulo, Brazil (Hybrid).
• Proven track record of managing high-priority projects in fast-paced, hyper-growth environments.
• Proficiency with AI tools, Google Suite, and Microsoft Office.

Culture & Benefits

• Free Gold+ hirify.global membership for the employee and up to three family members.
• Comprehensive emotional wellbeing program (Wellz) with 52 therapy sessions per year.
• Health, dental, and life insurance.
• Flexible work model with home office reimbursement.
• Paid time off including birthday holidays and additional days based on tenure.
• 100% paid parental leave with an extended leave and ramp-back period for birth parents.