Process Improvement Sr. Manager - CX

Gympass

São Paulo, Brasil

há 18 horas

GET TO KNOW US

We simplify wellness so you can find everything in one place. Gympass is a corporate wellness platform that connects you to thousands of fitness & wellness partners, all with one simple monthly membership.

Founded in 2012 and headquartered in NYC, we have a growing global team in 11 offices around the world. At Gympass, you not only have the opportunity to build a career in a fast-paced global environment - but you'll make wellbeing universal, so everyone can be happy and healthy.

WHAT MAKES A GYMPASSER?

We are passionate about our mission! Whatever your job title is, here you can make a global impact and change people’s lives.

At Gympass, we collaborate, set high achievable goal expectations, and focus on the end result. It's a challenging, evolving environment that allows you to learn and grow.

You will face a disruptive and emerging business model that will push you in several areas, with no boundaries for creation and collaboration.

THE OPPORTUNITY

We are hiring a Process Improvement Sr. Manager to our Customer Experience team in São Paulo!

The Process Improvement department goal is developing a continuous improvement vision and strategy across the company to help leverage CX operations productivity and quality.

The Customer Experience team is the front line when it comes to communication and interaction with customers (users, gyms and companies).

As a member Process Improvement team you must to deep dive in the operation to help create or adapt process in order to ensure the best performance

YOUR IMPACT

Lead a team of process specialists in order to guarantee their performance and deliverables;

Spread a culture of continuous improvement, engaging different stakeholders to become change agents seeking for business excellence;

Continuous analyze CX performance, identify gaps / issues, structure data-driven and process findings to create action plans;

Summarize problems and engage multiple stakeholders seeking a solution;

Collaborating closely with key CX stakeholders (e.g. CX Operations, Quality & Training, Product, Finance, etc) to drive improvements that benefits customer experience;

Conduct on-site workshops and Assessment (during process deployment planning phase);

Prioritize and lead multiple cross-functional projects oriented to improve customer experience;

Recognize and address organizational barriers to ensure the future success of new initiatives;

Communicate changes in process & support training team to deploy across the company;

Develop comprehensive reports and presentations for a variety of audiences.

WHO YOU ARE

5+ years of experience in productivity and processes initiatives;

Experience managing multiple projects (simultaneously);

Analytical and customer-centric mindset to define and oversee data, processes and systems to identify opportunities for improvement;

Strong interpersonal and communication skills with demonstrated ability to engage with various stakeholders and be impactful in difficult situations;

Experience translating raw data into relevant actionable improvements;

Ability to organize, analyze and summarize data in presentations / reports oriented to cross-functional team and stakeholders;

Proficiency in English language, both verbal and written;

Collaborative, good communication, and presentation skills;

Strong sense of ownership and accountability;

Ability to work in a dynamic, fast-paced and goal driven environment;

Previous experience with Zendesk;

Preferred Qualifications : Black Belt in Lean Six Sigma Project management skills;

Experience with data query (SQL, R, or Python), data visualization (Tableau / Power BI) and data analytics tools (Minitab).

WHAT WE OFFER YOU

We're a wellness company that is committed to the health and well-being of our employees. Our flexible program allows you to customize your benefits, according to your needs! Our benefits include :

WELLNESS : Health, dental, and life insurance.

FLEXIBLE WORK : Choose when and where 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.

GYMPASS DISCOUNT : We believe in our mission and encourage our employees and their families to find their passion too. Access onsite gyms and fitness studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental health support, and more.

PAID TIME OFF : We know how important it is that our employees take time away from work to recharge.

BR : Vacations after 6 months and 3 days off per year + extra day off on the month of your birthday + 1 day off for each anniversary of the year worked.

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.

BR : 100% paid parental leave of 6 weeks to all new parents, of both biological and adopted children, regardless of gender and parent's relationship with the co-parent, Also extended maternity leave under local legislation

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!

FLEXIBLE WORK : We give our employees some flexibility to adjust their working hours, letting them adjust their starting time within a range of 3 hours.

Culture : An exciting and supportive atmosphere with ambitious people from around the world!

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