About nu: nubank was founded in 2013 to free people from a bureaucratic, slow and inefficient financial system. By leveraging innovative technology and outstanding customer service, the company has redefined people's relationship with money across latin america, attracting more than 53 million customers in brazil, mexico and colombia. Nubank offers a no‑fee credit card, a digital account, personal loans, a business account for smbs and life insurance. The company went public in 2021 and has grown globally with offices in são paulo, mexico city, buenos aires, bogotá, durham and berlin.
about the team
we are building a community of fanatical customers by delivering outstanding customer experience. Everything we do has our clients in the center— from product design to customer interactions. Our cx ops team in mexico consists of over 600 nubankers plus more than 300 in our cx vendors.
about the role
the senior cx manager will lead and inspire a 300‑person frontline team, building a culture of fairness, accountability and high performance. The role focuses on day‑to‑day execution, people leadership, and operational excellence.
key responsibilities
* build and manage a high‑performing culture where every team member feels treated fairly, valued, and empowered.
* define, implement, and monitor key operational metrics to ensure efficiency, quality, and consistency across the team.
* guide managers and supervisors in people leadership, coaching, and performance management, fostering trust.
* establish clear communication channels to keep the team informed, engaged, and aligned on priorities.
* create mechanisms to track operational outcomes, analyze trends, and proactively solve problems before they surface.
* champion a culture of continuous improvement by identifying process gaps, standardizing best practices, and driving operational excellence.
* promote employee well‑being and engagement through fair policies, recognition programs, and inclusive leadership practices.
* ensure compliance with organizational standards, risk guidelines, and regulatory requirements.
* raise insights and evidence‑based observations to senior stakeholders when recurring customer pain points or inefficiencies arise.
what we’re looking for
* proven leadership track record with large teams and experience in complex, fast‑paced environments.
* strategic and analytical mindset; data‑driven cx approach and comfort with deep metric analysis.
* understanding of business levers and ability to develop cx strategies that achieve intended outcomes.
* team player who rolls up sleeves, supports peers, and prioritizes the team.
* mentor who develops team members and is a talent magnet for the organization.
* exceptional communicator who conveys complex concepts clearly and concisely.
* deep empathy for customers from varying backgrounds.
* creative and appreciative of clean user experience; works closely with designers and product teams.
* strong problem‑solving skills to identify and address customer issues, including product development challenges.
* english fluency.
* experience with quality management systems such as iso, six sigma, kanban, copc, 4dx is a plus.
role location
mexico city, mexico
reports to
this position reports to claudia navarrete, head of cx
benefits
* health and life insurance
* food card
* 17 days of paid vacation with a 25% vacation bonus
* holiday bonus of 30 days of pay per year
* nucare – mental health and wellness assistance program
* nulanguage – language learning program
* extended maternity and paternity leave
* equity at nubank
* remote work initially, with future office cadence as conditions allow.
seniority level
director
employment type
contract
job function
other
at nubank, we want to be sure that we're building a more diverse and inclusive workplace that reflects the customers we serve and seeks to empower. That's why we hire based on equality. We consider gender, ethnicity, race, religion, sexual orientation, and other identity markers as enriching elements to our company while ensuring none of them represent a barrier when recruiting fantastic talent.
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