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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading end-to-end learning strategies and operational processes, with a strong focus on utilizing AI tools for content generation and gap detection. Proven ability to influence stakeholders and drive accountability for quality and operational efficiency in training environments.
Highest-signal resume keywords
Team LeadershipProcess RedesignAI UtilizationStakeholder InfluenceBPO Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Learning StrategyOperational EfficiencyContent GenerationGap DetectionTraining DesignSystem RedesignData AnalysisPerformance ManagementProcess ImprovementConsulting
Soft Skills
Feedback DeliveryProblem SolvingAdaptabilityCommunicationInfluence
Tools & Technologies
AI ToolsTraining PlatformsEnablement SystemsBPO Management Tools
Industry Keywords
Business OperationsStrategy & OpsTransformationProduct OpsTraining
About the role
Key responsibilities & impact- Own the end-to-end learning strategy, roadmap, and tech stack for CX Colombia
- Decide which tools, platforms, and methodologies power enablement at scale
- Govern Nu's proprietary AI tools for content generation, gap detection, and practice simulation
- Lead a team of CX Academy specialists through influence
- Represent Colombia in Nu's global Training and Content workstreams
- Audit and align BPO training teams' execution to Nu's standard
- Engage directly on the operations floor when needed
- Drive accountability for tNPS, Quality, and Operational Efficiency through the enablement system
- Partner with squads and stakeholders to diagnose enablement gaps and redesign processes
Requirements
What you’ll need- Real experience leading teams — giving difficult feedback, developing underperformers, and holding the standard without oversight
- Track record of diagnosing systemic problems and redesigning processes end-to-end
- Ability to learn unfamiliar operations quickly, understanding new processes, tools, and stakeholders within weeks rather than quarters
- Experience leading through influence and shifting senior stakeholders' views with data
- Comfort using AI as a core part of daily workflow, with sound judgment about where AI should and shouldn't be trusted
- Ideally 5+ years of experience across business operations, strategy & ops, consulting, transformation, product ops, or training
- English proficiency at B2 or above
- Approximately 30% of time spent working in English
- Experience working with BPOs or outsourced service operations from the client side is nice to have
- Background in training or learning design, particularly in system redesign rather than catalog management, is nice to have
- Availability to work onsite two to three days per week
- Legal authorization to work in the country where the position is located
Benefits
Comp & perks- Chance of earning equity at Nu
- Extended maternity and paternity leaves
- Health and life insurance
- NuCare - Our mental health and wellness assistance program
- Nucleo - Our learning platform of courses
- NuLanguage - Our language learning program
- Vacations of 15 workdays
- Gym partnership
- Work-from-home Allowance
- Parental Consultancy
- Relocation Assistance Package, if applicable
- Hybrid work model with office attendance at least twice a week