S&O Associate - Global PX

Voy is a healthcare platform led by clinicians. We support people managing long-term health conditions with treatment plans backed by real evidence.

Founded in 2018, we started as MANUAL, focusing on hair loss, weight loss and men’s health. As we grew, we realised we could help more people. In 2025, we became Voy and expanded into more areas of health, including female hair loss, testosterone, menopause, dermatology and diagnostics with Do Health.

Today, Voy has around 750,000 active customers and has treated more than 2 million people since we began. We work across the UK, Germany, Brazil and India to make a new future of healthcare a reality. We’re approaching $1bn in ARR and have grown more than 100% year on year, every year since inception. At Voy, we let the evidence do the talking. In a published study of over 100,000 people, those who reached 12 months in the Voy programme and stayed engaged lost up to 24% of their body weight.

Our vision is simple: to make 100 years of healthy living within reach for everybody. Our mission is to bring quality care to everyone, at scale.
We are seeking a Strategy & Operations Associate to help implement strategic projects in our operations in Brazil, with a focus on patient experience. In this role, you will own workstreams within high-impact projects: modeling processes, improving our service channels and making the patient journey better over time. You will work closely with the Strategy & Operations Manager and with multi-disciplinary teams, with a global perspective that helps define standards replicable across our markets.
This is an ideal role for professionals with strong problem-solving skills who want to challenge themselves in a fast-paced environment, learn from a hands-on manager and take real ownership of the pieces they lead. If you like going deep into operational problems and solving them by implementing solutions with our teams, this role is for you!

What you'll do

- Solve problems: Work with colleagues from multiple teams to identify operational challenges and help design, implement and scale the processes that solve them

- Model and improve processes: Map, document and redesign processes across our patient service channels, turning complex flows into clear, scalable and standardized operating models

- Drive operational excellence: Monitor channel performance (SLAs, quality, resolution, satisfaction), spot problems early and help drive the fixes through to implementation

- Improve the patient journey: Identify friction and drop-off points along the journey and build operational solutions that improve the experience

- Deliver projects and manage change: Own workstreams within larger projects, working with multi-disciplinary teams on scope, timelines and delivery. Help make sure new processes are actually adopted through communication, training and follow-up

- Build with data: Use data and dashboards (e.g., Looker) to size problems, prioritize and measure results. Run experiments, read the results honestly and iterate

- Bring a global lens: Learn from and share best practices across markets, helping adapt global PX standards to the Brazilian operation

Who you are (ideal profile)

- You are patient-obsessed. You believe solving for the patient is the fastest way to build a great business

- You have experience in a demanding, analytical environment (consulting, startups, scale-ups or entrepreneurial settings), or you're early in your career but have already shown you can own things

- You have led a project or workstream from identifying the problem to implementing the solution, and you are comfortable working with multiple stakeholders

- You have hands-on experience mapping processes with tools such as Miro, Lucidchart, Draw.io (http://Draw.io) or BPMN

- You have strong analytical skills and are comfortable using data analytics tools (e.g., Looker) to drive decisions

- You are hands-on and detail-oriented. You're happy to get into the weeds of an operation, and you follow through

- You bring excellence in any form. Whether academic excellence, entrepreneurial drive, professional achievements or athletic discipline, we value people who push themselves to achieve extraordinary outcomes

- You are competitive and will do everything you can to provide the best experience to our patients

- You are fluent in both English and Portuguese

- Bonus points for familiarity with journey mapping, Lean/Six Sigma or customer support tools (e.g., Zendesk, Intercom). but what matters most is your ability to figure things out and make them happen