Nubank
Financial Services
ProductOperationsManagerIII
Neural analysis suggests this role is
optimal for Manager candidates.
“Product Operations Manager III at Nubank. Skills: Product strategy, Customer Support, Customer experience, Leadership. Define and execute operational strategy. Prepare operational teams for new products”
What You'll Achieve.
Drive significant customer experience improvements; Achieve ambitious goals; Transform customer perception; Enhance efficiency; Provide personalized assistance; Drive significant improvements in customer experience; Impact effectiveness across Business Unit; Optimize execution; Drive continuous improvement; Promote engagement; Culture of continuous improvement
Industry & Context.
Problem solving; Root cause analysis; Data-driven decision making
What They're Looking For.
Must Have
Proven experience leading and managing teams, Demonstrated experience in defining and executing strategic initiatives, Expertise in customer feedback analysis, Experience driving improvements through Outer Loop, Ability to operate with high complexity and ambiguity, Stakeholder management, influence, and communication skills, Proven track record of delivering large-scale, cross-functional initiatives, Experience with operational effectiveness metrics, Familiarity with operational governance processes, Understanding of Customer Experience strategies, Experience working with operational KPIs, English proficiency
Nice to Have
Experience with operational KPIs such as Contact Rate, Experience with operational KPIs such as tNPS, Experience with operational KPIs such as Deflection Rate, Experience with operational KPIs such as Volume Increase
What You'll Do.
Define and execute operational strategy
Prepare operational teams for new products
Ensure compliance with NP&F Requirements
Monitor and assess impact on Operations KPIs
Drive strategy for future of Customer Support
Champion Future of CX strategy
Shape hybrid service model
Advocate for hyper-personalized customer service
Prepare agents for Future of CX role
Lead customer feedback analysis
Translate insights into actionable improvements
Filter signals from noise
Engage in product improvements using Outer Loop
Prioritize systemic deviations
Collaborate to conceive
Monitor and accompany initiatives
Communicate results achieved through Outer Loop
Ensure Outer Loop approach is robust
Ensure Outer Loop approach is rigorous
Ensure Outer Loop approach is transparent
Ensure effective product delivery
Establish mechanisms to impact effectiveness
Deliver large-scale initiatives
Establish new processes and frameworks
Spearhead cross-functional teams
Directly manage and mentor team
Oversee multiple product areas
Engage with product leadership and stakeholders
Persuade and influence cross-functional colleagues
Communicate effectively with stakeholders
Collaborate with operational teams
Embody and promote Nubank's values
Lead by example in learning
Establish feedback loops and collaboration mechanisms
Actively manage product areas
Ensure alignment with Nubank's mission
How You'll Work.
Team & Collaboration
Cross-functional teams; Multidisciplinary teams; Product leadership; Operational teams
Communication Scope
Stakeholder communication; Internal communication
Process & Methodology
Roadmap planning, Agile
Full Job Description
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 feasi
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