CX Sr. Operations Manager

Apply now for a career that puts wellbeing first!GET TO KNOW USWellhub (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 OPPORTUNITYWe are hiring a CX Sr. Operations Manager to our Customer Experience team in Miami, Florida!The CX Senior Operations Manager is responsible for establishing CX policies, systems, and team structures necessary to maintain the highest level of customer satisfaction and operational efficiency. This role will manage various critical aspects of an operation: SLAs, client requirements, team management, productivity management, operations issues, and risk management. You will lead the US CX support team (BPOs and internal as needed). You will provide key strategic insights and analytics to drive business decisions to meet dynamic business requirements. This position will also provide expertise and recommendations related to staffing, resource planning, and scheduling to ensure optimal call center operations performance is achieved.YOUR IMPACT• Determines call center operational strategies at Wellhub by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.• Interact, collaborate, and influence other Wellhub tribes, to ensure that customer needs are addressed and to implement long-term strategic initiatives.• Deliver and establish world-class customer self-service capabilities as we grow in the number of Clients, geographies, and new products.• Lead the In-/Outbound, BPO Call Centers• Manage US Operations daily intraday activities with the WFM support team: manage timely, high-quality, and cost-effective service delivery to the client as per the SLAs• Provide value to the customers by effective utilization of the CX team• Lead a team with a minimum of 30-100 call center agents and team leads• Delivering quality service and consistently meeting key SLAs, closely monitoring the service delivery operations to ensure compliance with key metrics and SLAs.• Performance Management and Planning - Evaluating the performance of team members according to the set process workflow management & adherence to quality & compliance requirements• Interacting with and managing customers & key stakeholders on a day-to-day basis• Undertaking regular process improvement measures based on customer feedback and data analytics• Conducting annual appraisal for the process, involving assessing team members’ performance and contribution to the process.• Meet all financial targets (Revenue and Project margin)• Working out opportunities for business growth by ensuring a smooth transition of new process• Directs activities to research best practices, establish metrics, and collect and analyze customer data and feedback.• Perform annual vendor(s) assessment to ensure they are meeting Wellhub requirements• Coordinate with different departmental teams to produce better business outcomes• Collect and Analyze call center statistics and adjust processes to meet or exceed goals• Run daily/weekly meetings with the team to establish consistency and maintain performance• Apply past experience to lead projects as needed• 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• Must have experience supporting US customers.• 5+ years of management experience with contact centers of various size teams and ensuring sustainable performance.• 5+ years BPO management experience (required)• Bachelor's degree preferred or equivalent work experience• A deep knowledge of current & emerging web technologies and how they should be used to enhance contact center customer experience• Must have a working knowledge of MS Suite or Google• Advanced Excel knowledge• Strong analytical, critical thinking, and problem-solving abilities• Project/program management experience is a plus• Experience with resource and budget management• Strong personnel management experience• Self-driven with a goal-oriented attitude (Hands-on Approach)• Good communication and presentation skills• Ability to manage and handle data confidentially• Flexibility and willingness to adapt to company changes and growth• Enthusiasm for helping people have a happy and healthy lifeWe 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 experience with contact centers and BPO management are mandatory requirement. We do not sponsor visas or any applications and do not consider residents of the PST region (west coast states time zone).What We Offer You (us)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.In New York, California, Colorado, Massachusetts, and Washington, the annual base salary range for this role is $68.000 - $85.000. The base salary range for other locations may vary. Actual base salary will be dependent on geographic location, 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.We're a wellness company that is committed to the health and wellbeing of our employees. Our benefits include:WELLNESS: health, dental, vision, and life insuranceFLEXIBLE WORK: Choose when you work. For most, this will be a hybrid office/remote structure but can vary depending on the needs of the role and employee preferences. We offer all employees a home office stipend and a monthly flexible work allowance to help cover the costs of working from home.Our US HQ is in New York City. We are currently set up to hire in California, Colorado, Connecticut, Florida, Georgia, Illinois, Massachusetts, Missouri, North Carolina, New Jersey, New Hampshire, New York, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, Washington, and Wisconsin. We do not sponsor visas or any applications and do not consider residents of the PST region (west coast states time zone).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 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. Find more info on our careers page!And to get a glimpse of Life at Wellhub… Follow us on Instagram @lifeatwellhub and LinkedIn!Diversity, Equity, and Belonging at WellhubWe 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.