Commercial Operations Analyst – B2B, Software
Benner
Head of Clients Operations
Gympass
full-time
Posted on:
Location Type: Hybrid
Location: São Paulo • 🇧🇷 Brazil
Visit company websiteJob Level
Lead
About the role
- Lead North America operations, ensuring high performance in support and operational quality.
- Proactively identify, prevent, and resolve complex operational issues, anticipating risks for strategic clients.
- Act as the main stakeholder between internal teams (Customer Success, Product) and clients, ensuring alignment of priorities.
- Transform clients interactions and incidents into opportunities for improvement, eliminating root causes of defects.
- Promote clients insights across the organization, contributing to continuous product and process improvement.
- Balance individual clients requests with the strategic vision and business goals of Wellhub.
- Ensure strong organization, performance monitoring, and consistent delivery of operational results.
- Build and maintain trust-based relationships with strategic clients and internal stakeholders.
- Lead the support team, developing talent and ensuring a seamless and efficient clients journey.
- 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 wellness.
Requirements
- Fluent English (mandatory) – responsible for managing operations in the US and Canada.
- Previous experience in operations, customer support, or customer quality, preferably in B2B or technology environments.
- Strong analytical skills to identify patterns, root causes, and propose structured solutions.
- Proven ability in stakeholder management, building trust with executives, clients, and cross-functional teams.
- Leadership experience with team management and operational performance oversight.
- Ability to thrive in a fast-paced environment with multiple priorities, focusing on high-impact results.
- Excellent communication, organizational skills, and negotiation abilities.
- International experience or working in global operations is a strong plus.
Benefits
- WELLHUB: Free Gold+ membership with access to onsite gyms and studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental wellbeing support, and more! Add up to three family members to your plan, ensuring access to wellness for those who matter most to you.
- WELLZ: A complete emotional wellbeing program with a unique approach. It offers personalized journeys that combine individual therapy sessions (52 per year) and on-demand content.
- HEALTHCARE: Health, dental, and life insurance.
- FLEXIBLE WORK: As a Flexible First company, we offer hybrid and remote options to give you the freedom to work in a way that suits you. The model for this specific role can be discussed with your recruiter and hiring manager. When you join, use our home office reimbursement to set up your home office.
- PAID TIME OFF: It’s important to take time away from work to recharge. Employees receive vacations after 6 months and additional 3 days off per year + 1 day off for each year of tenure (up to 5 additional days) + an extra holiday for your birthday!
- PAID PARENTAL LEAVE: Welcoming a new child is one of the most special moments in your life. Take the time to be present and enjoy your growing family. We offer 100% paid parental leave to all new parents. Parents giving birth are eligible for an extended leave and a ramp-back period to return part-time while they get settled.
- CAREER GROWTH: Access world-class platforms, participate in interactive sessions, build your personalized development roadmap, and explore internal opportunities. We focus on continuous learning and feedback to support your journey toward personal and professional success.
- CULTURE: You’ll join a team of passionate people who come together to break boundaries, support each other, and create a meaningful impact in workplace wellness. We win together, building trust through open communication and a culture where every perspective matters.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
operations managementcustomer supportcustomer qualityanalytical skillsstakeholder managementteam managementoperational performance oversightnegotiation skillsB2B experiencetechnology environments
Soft skills
leadershipcommunicationorganizational skillstrust-buildingproblem-solvingadaptabilityrelationship managementstrategic thinkingwellbeing advocacyteam development
