Client Care Operations Manager (Fintech)

Location: Hybrid (Bogota, Colombia). Must be in-office at least 3 days a week.

Company

hirify.global is a global leader in payments technology facilitating transactions across more than 200 countries and territories.

What you will do

• Manage strategic priorities for Client Care operations, including demand forecasting, business planning, and workforce planning.
• Establish and continuously improve workflow processes to increase operational effectiveness.
• Lead cross-functional teams to deliver complex system-integrated business application projects.
• Monitor operational performance and provide data-driven insights and recommendations for improvement.
• Collaborate with AI and automation teams to refine automated case assignment processes.
• Support and mentor new team members during their training and development stages.

Requirements

• Bachelor's degree with 5+ years of relevant experience, or an Advanced degree with 2+ years of experience.
• Must be based in Bogota, Colombia and available to work from the office at least 3 days per week.
• Experience in delivering complex, system-integrated business application projects.
• Knowledge of the dispute processing industry across hirify.global product lines.
• Proficiency in process governance and change management.
• Digital fluency and ability to work with Generative AI tools (e.g., ChatGPT, Microsoft Copilot).

Nice to have

• Experience in Lean DMAIC process improvement and Lean automation.
• Expertise in CRM, Genesys, and the payments industry.
• Experience in contact center environments and resource management.
• Proficiency in MS Office tools, including MS Project, Visio, and SharePoint.

Culture & Benefits

• Opportunity to create impact at scale within a world-leading payments organization.
• Access to emerging technologies and AI integration in daily work.
• Professional growth opportunities and skill development in a global environment.
• Inclusive work environment as an EEO Employer.