CX Optimization Manager III, Product Operations

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.

As a Product Operations in CX Optimization, you're expected to play a pivotal role building different banking integrations with third parties. Responsibilities will include:

• In charge of the operational readiness of new products and features and the continuous improvement of finding ways to uplift customer experience.
• Leading a team
• Owning a roadmap from end to end, evaluating priorities and assessing ambiguous tradeoffs in a fast-paced environment
• Translate business and operational needs into high-level backlog items 
• Track and report critical business and SLA/SLO metrics from all the integrations established with third parties
• Design state-of-the-art processes and frameworks aimed at scaling banking infrastructures enhancing productivity
• Manage critical supplier dependencies to improve the operational healthiness of the product
• Influence cutting edge technological discussions with regulatory bodies across different countries. 
• Leading a team

We're looking for an experienced Product Operations who has:

• 8+ years of experience in similar roles
• Proven experience leading teams in fast-paced, cross-functional environments.
• Fluent or native Spanish and English
• Genuine curiosity about a technical ecosystem that supports all of our products. Having been exposed to third party banking integrations is a plus.
• Proven track record designing and improving processes within a business area of the company encompassing third parties. 
• Overall business acumen. Understanding the unit economics of different financial services products is a plus.
• Capacity to navigate in ambiguous situations, managing challenging stakeholders in a fast-paced environment.
• Outstanding communication skills; ability to communicate concisely and effectively across all levels of the organization
• Demonstrable track record of tactical stakeholder management
• Experience building partnerships from inception to delivery

• Nubank equity
• 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
  
  

Diversity and Inclusion at Nu

We want to build products and experiences for everyone who wants to take back control over their finances, that's why we build strong and diverse teams that rise up to the challenge. We are a team of the most creative people in technology, and we hire under equal opportunity, irrespective of gender, ethnicity, religion, sexual orientation or background. We are proud to say that 30% of our team recognize themselves as part of the LGBTQ+ community, and 40% of our team identify as women, in all positions and seniority levels. We are a very process-light organization that values human interactions, and that is a very important part of our culture. At Nu, everyone has the opportunity to speak up and participate, grow and share ideas.