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About The Role
We’re looking for a Director, Live Operations Bogotá to lead and elevate our high-performing Customer Experience (CX) team based in Bogotá, Colombia . This is a full-time, on-site role where you’ll serve as the operational heartbeat of the team, ensuring that we consistently exceed customer, driver, and client expectations and maintain best-in‑class service quality.
This position is adecuado for a seasoned contact center leader with 7–10 years of experience managing customer support operations in Colombia.
You have deep expertise in customer service excellence, a passion for mentoring teams, and thrive in a hands‑on leadership environment. You are equally capable of driving impact as an independent contributor through influence as you are in managing teams. Your focus will be on quality, performance, and culture—balancing operational rigor with human‑centered leadership.
What You’ll Do
- Lead On‑Site Operations: Oversee the day‑to‑day performance and engagement of our Live Operations teammates in Bogotá, with a primary focus on delivering exceptional customer,



driver, and client service experiences.
- Drive Service Excellence: Ensure consistent achievement of KPIs such as NPS, response time, and resolution time. Use data‑driven coaching and QA insights to drive improvements across individuals and the team.
- Mentor & Develop Talent: Recruit, coach, and grow top‑performing team leads and associates. Create clear career paths and invest in developing future leaders.
- Collaborate Cross‑Functionally: Partner with U.S.-based Veho Support, Operations, Commercial, Product, and Engineering teams to identify gaps, surface insights, and continuously improve both internal processes and the customer journey.
- Champion Quality: Bring your experience from leading customer‑centric operations at Colombia’s top call centers to instill industry‑leading service standards at Veho.
- Foster Team Culture & Productivity (~5% of your time): Serve as the point of contact for t

Postúlate en Kit Empleo: kitempleo.com.co/empleo/1ar4lm

📌 Director, Live Operations Bogota (Colombia)
🏢 Veho
📍 Colombia