Product Operations Associate Manager

About Nubank

Nubank is one of the world's largest digital financial services platforms, with around 54 million customers in Brazil, Mexico and Colombia. As one of the world's leading technology companies, Nubank leverages its technology and innovation to create new financial solutions for individuals and SMEs that are simple, intuitive, convenient, low-cost and human. Guided by its mission to fight complexity and empower people, Nubank is advancing access to financial services in Latin America, connecting profit and purpose to create value and positively impact the communities in which it operates. For more information, visit www.nu.com.co

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. That's 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 Nubank's 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.

As a Product Operations Associate Manager - BPO, you're expected to:

• Be in charge of conceptualizing and managing projects
• Manage customer service OKRs to ensure excellent and efficient customer excellence standards
• Gather data, build dashboards and monitor metrics and OKRs, facilitate communication within Nubank's teams, and manage external vendors
• Lead the BPO Management team on the planning and execution of the headcount of each site 
• Lead the BPO Footprint to de-risk our operations and have a performance based approach
• nage our Vendors to have close partnerships that help us improve our operations
• Lead the efforts to create action plans to improve the engagement of our Xpeers and Xtronauts
• Manage our Vendors to have close partnerships that help us improve our operations
• Create and continuous improvement the governance between the BPOs and the internal stakeholders
  
  

We're looking for an experienced Product Operations Associate Manager  who has:

• 7+ years of experience in similar roles and 
• Solid analytical background from data-driven, tech-forward companies who operate at scale, or management consulting firms
• Experience leading strategic projects, preferably related to outsourcing vendors
• Experience leading BPO vendors and external operations of +200 agents and multiple sites
• Fluent or native Spanish and English
• Demonstrable track-record of stakeholder management and end-to-end project leadership
• Experience building partnerships from inception to delivery
• Experience managing by influence and collaborating with multidisciplinary teams

Core Benefits:

• Equity at Nubank
• Health insurance
• Vacations of 15 workdays
• 2 Family days per year
• NuLanguage - Language learning program
• Parental leaves

Diversity & Inclusion at Nubank

We want to have a product for everyone, and we build strong and diverse teams that rise 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 Nubanker recognize themselves as part of the LGBTQ+ community, and 40% of our team comprises women in all positions and seniority levels. We are a very process-light organization that values human interactions, and that is an essential part of our culture. At Nubank, everyone has the opportunity to speak up and participate, grow, and share ideas.

The position is based in Bogotá, Colombia. 

Nubank continues to hire for all open roles, all interviewing and onboarding is done virtually. Everyone new to the team and our current staff will be working from home for 7-8 weeks and 1 at the office (Bogotá).