Operations & Capabilities Lead

About Nu

Nu serves more than 140 million customers, guided by a mission to fight complexity and empower people. The company has been leading an industry transformation through innovative products and human-centered services.

Proprietary technology and data at scale power Nu’s digital platform, built to promote financial access, advancement, and transparency. Its business model thrives on customer love and lower costs, feeding a flywheel of growth and profitability.

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About the Role

At the core of this position is ensuring a large-scale customer operation can adapt and expand its knowledge rapidly. Seamless product launches rely on thousands of team members delivering accurate support from day one; any delay in enablement directly jeopardizes both customer satisfaction and operational productivity.

You'll own CX Academy & Capabilities: the full strategy for how Colombia's entire Customer Experience operation is trained, enabled, and kept current - including governance of the proprietary AI tools that generate content, detect gaps, and simulate practice at scale.

This is one of the highest-surface-area roles in CX Colombia, with direct accountability for tNPS, Quality, and Operational Efficiency, and a seat representing Colombia in Nu's global Training and Content workstreams.

You'll be responsible for

• Own the end-to-end learning strategy, roadmap, and tech stack for CX Colombia, deciding which tools, platforms, and methodologies power enablement at scale.

• Govern the use of Nu's proprietary AI tools for content generation, gap detection, and practice simulation, ensuring quality scales alongside speed.

• Lead a team of CX Academy specialists through influence, setting the standard for training and content across the operation.

• Represent Colombia in Nu's global Training and Content workstreams, shaping cross-market standardization decisions.

• Audit and align BPO training teams' execution to Nu's standard, engaging directly on the operations floor when needed.

• Drive direct accountability for tNPS, Quality, and Operational Efficiency through the enablement system you build.

• Partner with squads and stakeholders to diagnose enablement gaps and redesign the processes behind them.

We are looking for a person who has

Required

• Real experience leading teams - giving difficult feedback, developing underperformers, and holding the standard without oversight.

• A track record of diagnosing systemic problems and redesigning processes end-to-end, rather than patching symptoms.

• Demonstrated ability to learn unfamiliar operations quickly, understanding new processes, tools, and stakeholders within weeks rather than quarters.

• Experience leading through influence - mobilizing teams outside your direct line and shifting senior stakeholders' views with data, not escalation.

• Comfort using AI as a core part of your daily workflow, paired with sound judgment about where AI should and shouldn't be trusted.

• Ideally 5+ years of experience across business operations, strategy & ops, consulting, transformation, product ops, or training.

• English proficiency at B2 or above; approximately 30% of your time will be spent working in English.

Nice to have

• Experience working with BPOs or outsourced service operations from the client side.

• A background in training or learning design, particularly in system redesign rather than catalog management.

Location for this opportunity

Bogotá, Colombia

Our Benefits

• Chance of earning equity at Nu

• 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

• Work-from-home Allowance

• Parental Consultancy

• Relocation Assistance Package, if applicable

Work Model for this Role

Our hybrid work model brings us to the office at least twice a week, on strategic days designed to maximize team connection and collaboration. For more details, visit building.nubank.com/nu-hybrid-work-model

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Our recruitment process may involve the use of artificial intelligence - enabled tools, such as automated interview transcription and analysis, to support the evaluation process. Artificial intelligence is not used to make final hiring decisions; all decisions are made by human reviewers.

To maintain a consistent and fair process for every candidate, Nu does not provide individualized technical feedback. See how our policy works here