Operations & Capabilities Lead
Core
Own the end-to-end learning strategy, roadmap, and tech stack for CX Colombia, ensuring seamless product launches and operational efficiency through rapid team enablement.
Role type
Senior IC operations & capabilities lead (training strategy)
Builds
CX Academy & Capabilities strategy, proprietary AI tools for content generation and practice simulation
Domain
Financial services / Customer Experience operations
Deliverable
production ML models | product features
Required skills
Team leadership, systemic problem diagnosis, process redesign, influence without authority, AI workflow integration, operations strategy, cross-market standardization
Preferred skills
BPO client-side experience, learning design/system redesign
Technologies
Proprietary AI tools for content generation, gap detection, practice simulation
Responsibilities
Own the end-to-end learning strategy, roadmap, and tech stack for CX Colombia; Govern the use of Nu's proprietary AI tools for content generation, gap detection, and practice simulation; Lead a team of CX Academy specialists through influence; Represent Colombia in Nu's global Training and Content workstreams; Audit and align BPO training teams' execution to Nu's standard; Drive direct accountability for tNPS, Quality, and Operational Efficiency through the enablement system
Seniority
Senior, hands-on IC
