Product Operations Manager III

About Nubank

Nubank was founded in 2013 with the mission of fighting complexity to empower people in their daily lives by reinventing financial services. We are one of the largest digital banking platforms in the world, serving millions of customers in Brazil, Mexico, and Colombia. For more information, visit our institutional page.

About the Role

As a Product Operations Manager III at Nubank, you will be a key leader responsible for defining and executing the operational strategy for Customer Support within the High Income (HI), Super Core, and Under 18 segments. This role requires a strategic thinker with strong leadership skills to manage complex operational landscapes, drive significant customer experience improvements, and prepare operational teams for the launch of new products and features. You will operate with high complexity, sometimes facing very high complex scenarios involving multiple subjects and teams. You will need to handle and support your team with problems and ambiguities, effectively managing trade-offs, while operating with timely support from your direct manager on specific critical topics and otherwise independently making decisions.

You will lead a team of approximately 10 people, including directly managing multiple product areas.

You can read more about it in our blog and get some insights into how we work.

https://building.nubank.com/product-operations-at-nubank/

Key Responsibilities

Strategy and Vision:

• Develop and articulate a clear, compelling product strategy that extends 18+ months into the future for Customer Support operations within the assigned segments.
• Own the strategy for multiple squads and products within your scope, ensuring alignment with the overall business strategy.
• Define and champion the Customer Support product vision, inspiring and motivating your team to achieve ambitious goals.
• Tackle complex problems by developing innovative operational strategies that balance user needs, business objectives, and technical feasibility.

Operational Readiness and Governance:

• Prepare the operational team for new products and features launched by following the Governance - NP&F Requirements process.
• Ensure compliance with NP&F Requirements across launch phases (Alpha & Beta, Pre-PMF, Post-PMF). This includes ensuring CX actively participates in strategy discussions.
• Monitor and assess the impact of new products and features on Operations KPIs.

Driving the Future of Customer Support:

• Drive the strategy for what the future of Customer Support looks like, considering the integration of new technologies.
• Champion the Future of CX strategy, especially within the High Income segment, aiming to transform customer perception from problem-solving to advisory/personalized service.
• Shape a hybrid service model combining digital capabilities with human interaction, leveraging AI, chatbots, and natural language processing to enhance efficiency and provide personalized assistance with a human touch for complex situations.
• Advocate for hyper-personalized customer service, leveraging advanced analytics, AI, and machine learning.
• Collaborate on preparing agents for the Future of CX role, focusing on freeing up time for consultative approaches, providing proper customer information (e.g., using Shuffle), and adjusting agent behavior through training and guidance.

Product Improvement through Feedback (Outer Loop):

• Autonomously lead customer feedback analysis, identifying key insights and translating them into actionable product improvements.
• Support the  team to filter signals from noise in customer feedback.
• Engage in product improvements using the Outer Loop process and utilize the Outer Loop as a strategic approach to drive significant improvements in the customer experience.
• Support the team in analyzing customer feedback and identify patterns, prioritize systemic deviations based on impact and implementation effort. 
• Collaborate with multidisciplinary teams to conceive, plan, and implement actions.
• Monitor and accompany initiatives, ensuring teams understand implemented improvements and their impact.
• Communicate internally the results achieved through Outer Loop actions to promote engagement and a culture of continuous improvement.
• Ensure the Outer Loop approach is robust (uses various data inputs), rigorous (evaluates impact on metrics like retention, revenue), and transparent.

Execution and Delivery:

• Ensure effective product delivery with speed and quality at the Squad level.
• Establish mechanisms to impact effectiveness across the Business Unit.
• Deliver large-scale initiatives across complex areas, navigating dependencies and overcoming obstacles.
• Establish new processes and frameworks to optimize execution and drive continuous improvement.

Leadership and Collaboration:

• Spearhead cross-functional teams at the Squad level, fostering collaboration and alignment.
• Directly manage and mentor your team, providing guidance, support, and career development.
• Oversee multiple product areas, ensuring cohesion and strategic alignment.
• Engage frequently with product leadership and stakeholders, building strong relationships and fostering trust.
• Persuade and influence cross-functional colleagues, securing buy-in and aligning diverse perspectives.
• Communicate effectively with stakeholders at all levels, providing clear updates on progress, risks, and opportunities.
• Collaborate with operational teams to extend product competencies and processes to other Business Areas.

Culture and Values:

• Embody and promote Nubank's values and Product Principles, setting a positive example.
• Lead by example in learning and community initiatives.
• Establish feedback loops and collaboration mechanisms, promoting openness, trust, and mutual support.
• Actively manage product areas and cross-functional teams, ensuring alignment with Nubank's mission and values.

Qualifications

• Proven experience leading and managing teams, including direct management of product or operations professionals.
• Demonstrated experience in defining and executing strategic initiatives, particularly those spanning 18+ months.
• Expertise in customer feedback analysis and translating insights into actionable product or operational improvements.
• Experience driving improvements through methodologies such as the Outer Loop.
• Ability to operate with high complexity and ambiguity, effectively managing trade-offs and making independent decisions.
• Strong stakeholder management, influence, and communication skills.
• Proven track record of delivering large-scale, cross-functional initiatives.
• Experience with operational effectiveness metrics and mechanisms.
• Familiarity with operational governance processes, ideally similar to the NP&F Requirements framework.
• Understanding of Customer Experience strategies, including concepts of personalized service models.
• Experience working with or understanding of operational KPIs such as Contact Rate, tNPS, Deflection Rate, Volume Increase, etc.
• Strong alignment with Nubank's values and principles.
• English proficiency.

Our Benefits

• Chance of earning equity at Nubank
• Food/ Meal Card (Vale-Refeição and/or Vale Alimentação)
• Public Transportation Commuting Benefit (Vale-Transporte)
• NuCare – Psychological, Financial and Legal Assistance Program
• Life Insurance
• Medical Plan
• Dental Plan
• NuLanguage – Language Course Program
• Nucleo - Our learning platform of courses
• Extended Parental Leave
• Daycare Allowance
• Parental Consultancy
• Work-from-home Allowance
• Gym Partnerships
• 30 days of paid vacation

Our Nu Way of Working 

Our work model has cycles that can vary from two to three months depending on the area of operation. That is, for every eight or twelve weeks of remote work, one will be in the office.

Diversity & Inclusion

At Nubank, we want to make sure we are building a 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 key elements for our company, ensuring that none of them represent a barrier when recruiting talented people.