Senior Product Operations, Cx Training & Knowledge Strategy Leader

TL;DR

Senior Product Operations, CX Training & Knowledge Strategy Leader (Fintech): Ensuring the operational performance of hirify.global's products and providing a smooth customer experience with an accent on influencing a team of specialists and aligning CX stakeholders under a quality standard. Focus on evolving the learning roadmap, managing external partners, and directly linking training to business impact.

Location: Bogota, Colombia.

Company

hirify.global is one of the world’s largest digital financial services platforms, serving 85 million customers across Brazil, Mexico, and Colombia.

What you will do

• Mentor and strategically architect processes for a team of 4 specialists, aligning CX stakeholders.
• Design and evolve the learning roadmap, making decisions about the tech stack.
• Ensure the knowledge base and pedagogical materials are agile and accurate.
• Audit and guide external partners' training processes to align with expectations.
• Link training to business impact, focusing on tNPS, Quality, and Operational Efficiency.
• Own a roadmap from end to end, evaluating priorities and tradeoffs.

Requirements

• 4+ years of experience in similar roles.
• Fluent or native Spanish and English
• Proven people management experience, guiding direct reports.
• Expertise in diagnosing knowledge gaps and proposing creative solutions.
• Overall business acumen in financial services.
• Capacity to navigate in ambiguous situations, managing challenging stakeholders.

Nice to have

• Expertise in Training Processes (Desired but not required).
• Tech, AI & Innovation Savvy (Ideally):

Culture & Benefits

• Equity at hirify.global.
• Extended maternity and paternity leaves.
• Health and life insurance.
• NuCare - Mental health and wellness assistance program.
• Nucleo - Learning platform of courses.
• NuLanguage - Language learning program.
• Vacations of 15 workdays.
• Gym partnership.