Senior Product Operations, CX Training & Knowledge Strategy Leader

About Nubank

Nu was born in 2013 with the mission to fight complexity to empower people in their daily lives by reinventing financial are one of the worlds largest digital financial services platforms serving 85 million customers across Brazil Mexico and Colombia. As one of the leading technology companies in the world Nu leverages proprietary technologies and innovative business practices to create new financial solutions and experiences for individuals and SMEs that are simple intuitive convenient low-cost empowering and human. Guided by its mission Nu is fostering access to financial services across Latin America.

Our Product Operations Team

At Nubank many things are done from scratch. We understood that to offer the most transparent fair and intuitive financial products and services we had to recreate them from our early days completely. We needed professionals who could navigate from business strategy to project management for this endeavor from risk assessment to cross-team alignment. Thats how and why our Product Operations team was born. A quarter Product Manager a quarter Business Analyst a quarter Management Advisor and a quarter Something else Product Ops are the ultimate owners of Nubanks operations ensuring that projects and processes run efficiently.
You can read more about it in our blog and get some insights into how we work.

• Influence-Based Leadership: You will be the mentor and strategic architect of the process. Your success wont depend on formal hierarchy but on your ability to prioritize the work of a team of 4 specialists and align all CX stakeholders under a superior quality standard.
• CX Academy Strategy & Roadmap: Design and evolve the learning roadmap (onboarding technical specialization and soft skills). This includes critical decision-making regarding the tech stack: you define which tools platforms and methodologies we use to scale.
• Content & Knowledge Architecture: Ensure the knowledge base and pedagogical materials are agile accurate and easy to consume. Content must be dynamic never static.
• Strategic BPO Management: Ensure our external partners are a true extension of our quality. You will audit and guide their training processes to eliminate any gaps between our expectations and the customers experience.
• Metrics That Matter: Directly link training to business impact. Your compass will be tNPS (Transactional NPS) Quality and Operational Efficiency.
• Owning a roadmap from end to end evaluating priorities and assessing ambiguous tradeoffs in a fast-paced environment

• 4 years of experience in similar roles
• Fluent or native Spanish and English
• Expertise in Training Processes (Desired but not required): We need a benchmark leader in educational processessomeone who always knows whats next and how to move the needle autonomously. You havent just managed training; youve transformed how people learn in large-scale operations.
• Proven People Management Experience: Although this role focuses on senior strategy and execution previous experience leading direct reports is indispensable. We need your leadership maturity to guide provide feedback and empower the 4 specialists who will report to you functionally.
• Complex Problem Solving: Beyond years of experience (ideally 5) we want to see your ability to diagnose knowledge gaps and propose creative solutions that others missed.
• Education: We value your degree but we are more impressed by your track record and how you stay at the forefront of corporate education.
• Tech AI & Innovation Savvy (Ideally): You master the LMS ecosystem and authoring tools. Most importantly we expect you to transform our processes with AI. You must understand how AI training tools assisted content and automation will make us 10x faster and more efficient.
• Overall business acumen. Understanding the unit economics of different financial services products is a plus.
• Capacity to navigate in ambiguous situations managing challenging stakeholders in a fast-paced environment.
• Outstanding communication skills; ability to communicate concisely and effectively across all levels of the organization

Diversity and Inclusion at Nu

We want to build products and experiences for everyone who wants to take back control over their finances thats why we build strong and diverse teams that rise up to the challenge. We are a team of the most creative people in technology and we hire under equal opportunity irrespective of gender ethnicity religion sexual orientation or background. We are proud to say that 30% of our team recognize themselves as part of the LGBTQ community and 40% of our team identify as women in all positions and seniority levels. We are a very process-light organization that values human interactions and that is a very important part of our culture. At Nu everyone has the opportunity to speak up and participate grow and share ideas.

Core Benefits

• Equity at Nubank
• Extended maternity and paternity leaves
• Health and life insurance
• NuCare - Our mental health and wellness assistance program
• Nucleo - Our learning platform of courses
• NuLanguage - Our language learning program
• Vacations of 15 workdays
• Gym partnership

Role Location

Bogota Colombia.