Sr Xmanager

About Us Nu is one of the largest digital financial platforms in the world, with more than 122 million customers across Brazil, Mexico, and Colombia. Guided by our mission to fight complexity and empower people, we are redefining financial services in Latin America and this is still just the beginning of the purple future we’re building. Listed on the New York Stock Exchange (NYSE : NU), we combine proprietary technology, data intelligence, and an efficient operating model to deliver financial products that are simple, accessible, and human. Our impact has been recognized by global rankings such as Time 100 Companies, Fast Company’s Most Innovative Companies, and Forbes World’s Best Bank.

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 escalate.
• 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

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Reports To

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Work Model for this Role

Hybrid 1 week per cycle : Our hybrid work model brings us to the office for one week every cycle, which may vary between one and three months.

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