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.
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.
Key Responsibilities
- 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 general 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.

What We Are Looking For
- 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 sympto

📌 Operations & Capabilities Lead (Colombia)
🏢 Nubank
📍 Colombia