{"id":1206714,"url":"https://alion.io/job/nubank-operations-capabilities-lead","title":"Operations & Capabilities Lead","company":{"id":13935,"name":"Nubank","domain":"nubank.com.br","url":"https://alion.io/company/nu-bank","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":100,"open_postings":4,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":39,"computed_at":"2026-09-26T05:45:00Z"}},"role":"Operations","role_family":"Operations","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bogotá, Colombia"],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":90000,"max_usd":237000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":684},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-24T22:42:11Z","employer_posted_date":"2026-09-24","last_verified_at":"2026-09-27T00:03:10Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"About Nu\nNu 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.\nProprietary 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.\nVisit ourInstitutional Page\nAbout the Role\nAt 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.\nYou'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.\nThis 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.\nYou'll be responsible for\nOwn the end-to-end learning strategy, roadmap, and tech stack for CX Colombia, deciding which tools, platforms, and methodologies power enablement at scale.\n\nGovern the use of Nu's proprietary AI tools for content generation, gap detection, and practice simulation, ensuring quality scales alongside speed.\n\nLead a team of CX Academy specialists through influence, setting the standard for training and content across the operation.\n\nRepresent Colombia in Nu's global Training and Content workstreams, shaping cross-market standardization decisions.\n\nAudit and align BPO training teams' execution to Nu's standard, engaging directly on the operations floor when needed.\n\nDrive direct accountability for tNPS, Quality, and Operational Efficiency through the enablement system you build.\n\nPartner with squads and stakeholders to diagnose enablement gaps and redesign the processes behind them.\n\nWe are looking for a person who has\nRequired\nReal experience leading teams - giving difficult feedback, developing underperformers, and holding the standard without oversight.\n\nA track record of diagnosing systemic problems and redesigning processes end-to-end, rather than patching symptoms.\n\nDemonstrated ability to learn unfamiliar operations quickly, understanding new processes, tools, and stakeholders within weeks rather than quarters.\n\nExperience leading through influence - mobilizing teams outside your direct line and shifting senior stakeholders' views with data, not escalation.\n\nComfort using AI as a core part of your daily workflow, paired with sound judgment about where AI should and shouldn't be trusted.\n\nIdeally 5+ years of experience across business operations, strategy & ops, consulting, transformation, product ops, or training.\n\nEnglish proficiency at B2 or above; approximately 30% of your time will be spent working in English.\n\nNice to have\nExperience working with BPOs or outsourced service operations from the client side.\n\nA background in training or learning design, particularly in system redesign rather than catalog management.\n\nLocation for this opportunity\nBogotá, Colombia\nOur Benefits\nChance of earning equity at Nu\n\nExtended maternity and paternity leaves\n\nHealth and life insurance\n\nNuCare - Our mental health and wellness assistance program\n\nNucleo - Our learning platform of courses\n\nNuLanguage - Our language learning program\n\nVacations of 15 workdays\n\nGym partnership\n\nWork-from-home Allowance\n\nParental Consultancy\n\nRelocation Assistance Package, if applicable\n\nWork Model for this Role\nOur 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\nExplore how we build technology at Nubank:\nbuilding.nubank.com.br↗\nyoutube.com/@building.nubank↗\nListen to our stories on Spotify ↗\nOur 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.\nTo maintain a consistent and fair process for every candidate, Nu does not provide individualized technical feedback. See how our policy works here","description_format":"text","description_chars":4650,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":["Equity","Hybrid work","Life insurance","Relocation assistance"],"hiring_locations":[{"name":"Colombia","iso":null,"kind":"country"}],"hiring_excludes":[],"relocation_offered":true,"industries":["Cards & Card Issuing","Digital Banks & Neobanks"],"lifecycle":[{"event":"open","at":"2026-09-25T00:34:04Z"}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":1,"expected_fill_days":39,"reasons":["conf:4","velocity","win:early","comp:brand"],"computed_at":"2026-09-26T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/nubank-operations-capabilities-lead","json_url":"https://alion.io/job/nubank-operations-capabilities-lead.json","meta":{"generated_at":"2026-09-27T00:52:03Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":789,"day_limit":5000,"remaining_today":4211,"minute_limit":60,"resets_at":"2026-09-28T00:00:00Z"}}}