Customer Experience Manager, Gympass
Partners
$59.8-74.7k
Employee fitness & wellness platform
Open for applications
Employee fitness & wellness platform
1001+ employees
Open for applications
$59.8-74.7k
1001+ employees
Company mission
To ignite and fuel every journey to feel good, through its complete corporate wellbeing platform.
Role
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
- 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
What the job involves
- We are hiring a Customer Experience Manager: Partners to our Customer Experience Operations team in Houston, TX - OR - Miami, FL
- 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
- 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
Our take
Employees are demanding more of their workplaces, and fitness is one of the areas they think employers can do better. Wellhub, formerly Gympass saw this opportunity and offers corporate customers a benefit that will excite their employees - allowing them to try new sports such as yoga, pilates, spinning, and martial arts across a variety of locations.
Wellhub is able to offer top-of-the-line gyms and wellness plans or programs that would be otherwise unavailable to the employees at prices that are far below market rate. They have been able to succeed at this by focusing on strategic gym partnerships, and creating an ecosystem that can satisfy any type of customer.
Backed by several rounds of significant funding, the company doubled down on strategic acquisitions to ease its entrance into new markets and has been steadily expanding its teams and offerings to bring the company closer to global market domination. A recent collaboration with Apple Fitness+, which sees the app added to Wellhub's suite of fitness services, shows that the company is mindful of what modern employees want from their benefits packages.
Steph
Company Specialist at Welcome to the Jungle
Insights
23% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Aug 2023
$85m
SERIES F
Jun 2021
$220m
SERIES E
Total funding: $795m
Company benefits
- Wellness resources - in addition to local healthcare programs, we offer Gympassers and their families membership to our platform
- Earned rewards - cash incentives tied to company and individual success, and the opportunity for top performers to participate in our equity program
- Hybrid work structure
- Home office stipend and monthly flexible work allowance to cover the costs of working from home
- Paid time off - minimum of 25 days of paid leave per year
- Generous parental leave
- Annual holidays (including an extra holiday on your birthday!)
- Unlimited sick/wellness time off
- Robust internal recruitment process for promotional and developmental opportunities
- Both online and in-person training and learning opportunities
Company HQ
South Village, New York, NY
Leadership
Cesar
(CEO)Previously worked as a consultant at McKinsey. Head of Business Development for CVC (travel company in Brazil). Studied for an MBA at Harvard before dropping out to start Gympass
Joao Barbosa
(VP of Partners Brazil & New Business)Started their career as a risk analyst at Santander. Worked as a Senior Analyst then Coordinator of Business Performance at CVC.
Salary benchmarks
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