Senior Product Operations, CX Training & Knowledge Strategy Leader

About Nubank

Nu was born in 2013 with the mission to fight complexity to empower people in their daily lives by reinventing financial services. We are one of the world’s largest digital financial services platforms, serving 85 million customers across Brazil, Mexico, and Colombia. As one of the leading technology companies in the world, Nu leverages proprietary technologies and innovative business practices to create new financial solutions and experiences for individuals and SMEs that are simple, intuitive, convenient, low-cost, empowering, and human. Guided by its mission, Nu is fostering access to financial services across Latin America.

Our Product Operations Team

At Nubank, many things are done from scratch. We understood that to offer the most transparent, fair, and intuitive financial products and services, we had to recreate them from our early days completely. We needed professionals who could navigate from business strategy to project management for this endeavor, from risk assessment to cross-team alignment. That's how and why our Product Operations team was born. A quarter Product Manager, a quarter Business Analyst, a quarter Management Advisor, and a quarter… Something else? Product Ops are the ultimate owners of Nubank's operations, ensuring that projects and processes run efficiently.
You can read more about it in our blog and get some insights into how we work.

• Influence-Based Leadership: You will be the mentor and strategic architect of the process. Your success won’t depend on formal hierarchy, but on your ability to prioritize the work of a team of 4 specialists and align all CX stakeholders under a superior quality standard.
• CX Academy Strategy & Roadmap: Design and evolve the learning roadmap (onboarding, technical specialization, and soft skills). This includes critical decision-making regarding the tech stack: you define which tools, platforms, and methodologies we use to scale.
• Content & Knowledge Architecture: Ensure the knowledge base and pedagogical materials are agile, accurate, and easy to consume. Content must be dynamic, never static.
• Strategic BPO Management: Ensure our external partners are a true extension of our quality. You will audit and guide their training processes to eliminate any gaps between our expectations and the customer’s experience.
• Metrics That Matter: Directly link training to business impact. Your compass will be tNPS (Transactional NPS), Quality, and Operational Efficiency.
• Owning a roadmap from end to end, evaluating priorities and assessing ambiguous tradeoffs in a fast-paced environment

• 4+ years of experience in similar roles
• Fluent or native Spanish and English
• Expertise in Training Processes (Desired but not required): We need a benchmark leader in educational processes—someone who always knows "what’s next" and how to move the needle autonomously. You haven’t just managed training; you’ve transformed how people learn in large-scale operations.
• Proven People Management Experience: Although this role focuses on senior strategy and execution, previous experience