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Company Overview

Empresa confidencial is a high-growth scale-up revolutionising how businesses and travellers connect to the internet abroad. Since 2018, we’ve empowered travellers in over 200 destinations worldwide with secure and reliable eSIM solutions. With a team of 500+ professionals across multiple countries, we are scaling globally to support travellers with seamless, unlimited data connectivity.

We’re not just connecting people—we’re enabling freedom and peace of mind, ensuring our users stay connected from the second they land, wherever their journey takes them.

The Role

You will be the high-velocity engine for the CX area, responsible for orchestrating strategic company-wide projects and leading the response to critical service incidents. You are a leader who thrives under pressure, capable of managing complex timelines and scaling operational delivery models—including the design and implementation of third-party partner ecosystems (BPO)—to ensure world-class service at scale.

Key Responsibilities

Orchestrate Strategic Deliveries:



Lead the E2E execution of CX’s most ambitious projects, coordinating across Product, Tech, and Carriers to ensure high-quality, on-time delivery.
Scale Operational Ecosystems: Act as the primary architect for new service delivery models, managing the technical and operational implementation of BPO partners from the ground up to support our integral growth.
Lead "Tier 1" Incident Command: Take full ownership of high-impact service disruptions, driving the resolution strategy and providing real-time, structured reporting to Empresa confidencial’s senior leadership.
Elevate Incident Governance: Mentor the internal Incident Lead to professionalize day-to-day issue management, establishing the standards for efficiency and executive visibility.
Cross-Functional Coordination: Serve as the central point of contact between CX, Tech, and external partners to ensure dependencies are managed and timelines are respected across the business.
Drive Continuous Resil

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📌 CX Project (Medellín)
🏢 Importante grupo
📍 Medellín