Sr Xmanager

Job description

About Nu

Nubank was founded in 2013 to free people from a bureaucratic, slow and inefficient financial system.

Since then, through innovative technology and outstanding customer service, the company has been redefining people's relationship with money across Latin America.

With operations in Brazil, Mexico and Colombia, Nubank is today one of the world's largest digital banking platforms, reinventing over 53 million customers' financial lives.

Nubank achieved this by offering a no-fee credit card, entirely managed by a mobile app, and a digital account, free of taxes.

Nubank also offers transparent and hassle-free personal loans, a business account tailored for SMBs, and life insurance.

In 2020, Nubank acquired digital broker Easynvest, now called Nu Invest , and became the leader in self-directed digital investments in Brazil.

Throughout the years, Nubank raised around US$2 billion with some of the best-known growth and technology investors in the world, such as Berkshire Hathaway, Sequoia, DST, Tencent, Tiger, Kaszek, Founders Fund, Dragoneer, TCV, Redpoint, Ribbit, GIC, Whale Rock, Invesco, QED, and Capital Group.

On December 9, 2021, Nubank officially entered the NYSE and B3 Stock Exchange with one of the largest IPOs in history in terms of number of investors – and the largest in Brazil in terms of retail investors.

Today, Nubank is a global company, with offices in São Paulo (Brazil), Mexico City (Mexico), Buenos Aires (Argentina), Bogotá (Colombia), Durham (United States) and Berlin (Germany).

It was founded in 2013 in Sao Paulo, by Colombian David Vélez, and cofounded by Brazilian Cristina Junqueira and American Edward Wible .

About the team

We are building a community of fanatical customers, and we do that by providing outstanding customer experience to everyone.

Everything we do has our clients in the center of it - from the way we design our products to how we handle every customer interaction.

We are building meaningful relationships with each of our clients, and that's why millions of Latin Americans love us.

Our CX Ops team in Mexico has over 600 Nubankers plus more than 300 in our CX vendors.

We are looking for a Senior CX Manager to lead this team.

About the role

The Sr Xmanager will lead and inspire a 300-person frontline team, building a culture of fairness, accountability, and high performance.

This role focuses on ensuring smooth day-to-day execution, developing strong people leadership practices, and establishing the right operational metrics to measure success and drive continuous improvement.

Key Responsibilities

• Build and manage a high-performing culture where every team member feels treated fairly, valued, and empowered to contribute.
  
  
• 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 an environment of trust and fairness.
  
  
• 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 erupt.
  
  
• 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 in the journey are identified, ensuring leadership has visibility into operational gaps and opportunities.
  
  

What we’re looking for

• Proven leadership track record leading big teams, and demonstrated ability to execute in complex, fast-paced multi-disciplinary environments
• Strategic and analytical.
  
  Employs a data-driven CX approach and isn't afraid to deep-dive on metrics.
  
  
• Understands the business levers and develops CX strategies that achieve intended outcomes.
  
  Ensures that the chapter's vision and strategy supports the main effort of the entire organization.
  
  
• Team player.
  
  Rolls sleeves up when required and joins the team when hands-on experience is needed.
  
  Puts the team first priority, and tackles whatever is needed regardless of glamor.
  
  
• Mentor.
  
  Supports team members and helps them develop and be successful.
  
  Empathic and experienced leading employees of all levels of seniority.
  
  Wins the team's loyalty and acts as a talent magnet for the organization.
  
  
• Exceptional communicator.
  
  Able to take complex concepts and make them accessible.
  
  Concise, and keeps things clear and simple.
  
  Communication is the act of conveying information to others.
  
  As a director of customer experience, you may need to communicate with customers, employees and other stakeholders.
  
  
• Deep empathy for customers of varying backgrounds.
  
  
• Creative .
  
  Appreciates a good, clean user experience.
  
  Successfully worked with designers, and brings experience leading product design projects.
  
  
• Problem-solving: Problem-solving skills allow you to identify and address issues that affect customers.
  
  Per this role, you may be responsible for overseeing the resolution of customer complaints.
  
  You can use your problem-solving skills to identify the source of the issue and propose a solution that satisfies the customer.
  
  You can also use your problem-solving skills to identify and address issues that may arise during the development of a new product.
  
  
• English fluency is mandatory.
  
  
• Experience with quality management systems such as ISO, 6-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 25% vacation bonus
• Holiday Bonus (Aguinaldo) of 30 days of pay per year
• NuCare - Our mental health and wellness assistance program
• NuLanguage - Our language learning program
• Extended maternity and paternity leaves
• Equity at Nubank

*Interviewing and onboarding are currently done virtually due to COVID-19.

Everyone new to the team and our current staff will remain working from home until it is safe to return to our offices.

When it’s time, we will require a fixed cadence of visiting the office in which employees go to their Business Unit's (BU) base location.

Employees will have an employment contract based on the cities that Nu’s offices are located, considering their country of hire.

More details can be shared during your hiring process.

At Nubank, we want to be sure that we’re building a more diverse and inclusive workplace that reflects the customers we serve and seek 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 neither of them represent a barrier when recruiting fantastic talent.

Required Skill Profession

Gestión Y Dirección