Customer Experience Manager : Partners US (Miami - Hybrid)

Customer Experience Manager : Partners

Your wellbeing matters. Join a company that cares.

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. 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.

The Opportunity

We are hiring a Customer Experience Manager : Partners to our Customer Experience Operations. 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 and overseeing a team.

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 in response to KPI deviations.

Strong problem-solving skills and strategic thinking.

Ability to work in a highly dynamic environment and meet deadlines.

If you are a motivated, results-oriented leader ready to lead a high-performance customer service operations team, we look forward to receiving your application. Together, we will make every company a wellness company.

We recognize that individuals approach job applications differently. We strongly encourage all aspiring applicants to go for it, even if they don't match the job description 100%. We welcome your application and will be delighted to explore if you could be a great fit for our team. For this specific role, please note that prior experience in management, analytics skills, and experience in working with Zendesk or a similar tool are mandatory requirements.

What We Offer You

We want Wellhubbers to live healthier and happier lives, both in and out of work. That's why we have a comprehensive Total Rewards approach that encompasses benefits, compensation, and personal growth opportunities within a high-performance, inclusive, and supportive environment. The annual base salary range for this role is $59,754- $74,693. Actual base salary will be dependent on relevant experience, skills, qualifications and / or other job-related factors. In addition to base salary, this role may also be eligible to participate in either our annual bonus plan or a sales incentive plan, and our performance-based stock option program.

Wellness : health, dental, vision, and life insurance

Flexible Work : At Wellhub, flexibility fosters a happier, healthier, and more productive work environment for everyone. As a Flexible First company, we offer two work model options : flexible hybrid and full remote, and make the office a place for collaboration, community, and team building. The model for this role can be discussed with your recruiter and hiring manager. We offer all employees a home office stipend and a monthly flexible work allowance to help cover the costs of working from home.

Flexible Schedule : Wellhubbers and their leaders can make the best decisions for their scope. This includes flexibility to adjust their working hours based on their personal schedule, time zone, and business needs.

Wellhub : We believe in our mission and encourage our employees and their families to take care of their wellbeing too. Access onsite gyms and fitness studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental health support, and more. You will receive the Gold plan at no cost, and other premium plans will be significantly discounted.

Paid Time Off : It's important to take time away from work to recharge. Employees receive a minimum of 25 days PTO per year with an additional day for each year of tenure (up to 5) in addition to annual holidays (including an extra holiday on your birthday!)

Paid Parental Leave : Welcoming a new child is one of the most special moments in your life and we want our employees to take the time to be present and enjoy their growing family. We offer 100% paid parental leave to all new parents and extended maternity leave.

Career Growth : Outstanding opportunities for personal and career growth. That means we maintain a growth mindset in everything we do and invest deeply in employee development.

Culture : An exciting and supportive atmosphere with ambitious people from around the world! You'll partner with global colleagues and share in the success of a high-growth technology company disrupting the health and wellness space. Our value-based culture of trust, flexibility, and integrity makes this possible every day.

Diversity, Equity, and Belonging at Wellhub

We aim to create a collaborative, supportive, and inclusive space where everyone knows they belong.

Wellhub is committed to creating a diverse work environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, gender identity or expression, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. Questions on how we treat your personal data? See our Job Applicant Privacy Notice.