.About the teamTo build a strong and diverse team is one of our most precious values, therefore your work will be decisive for our success in developing the Customer Experience Chapter.You will help us to implement the customer excellence structure and be part of the construction of an amazing company that is bringing a financial revolution to Mexico.Xplead leads by example, abiding to Nubank's values and culture, as well as putting our Leadership principles into practice.ContextIn 1 year and a half we have almost tripled the number of customers (4.5 MM) and with the launch of Cuenta Nu in May 2023 we forecast to accelerate customer growth in the coming quarters. This is only the beginning of our journey in Mexico and we still have many challenges with new product launches and also the outsourcing increment that is currently at 30% and we expect by the end of next year to be above 80%. With this we have a big challenge and we are upgrading our structure to support the launch of new products and also to be an operation more focused on the customer journey and responsible for maintaining the same levels of quality while significantly increasing the % of outsourcing.About the roleThis position will be responsible for Headcount | Planning and Control, BPOs Management and Content Management:HC | Planning and ControlPlan and control the service operation workforce combining Efficiency and Service Level.Headcount Planning; Operation sizing; Crisis management with SLA impactReal-Time monitoring of the operation with a focus on solving adhesion and incoming anomalies. (Control Desk)Identification of chronic anomalies in the operation; Monitoring and acting on deviations in productivity metrics; Monitoring and acting on deviations in adherence metrics; Monitoring and acting on deviations in the incoming forecast; Preparation of management reports on operational metrics; BPOs ManagementManage BPOs and identify opportunities for improvement so that BPOs can grow in a scalable and sustainable way and deliver the best performance according to Nubank's excellence standards.Responsible for managing the BPO's efficiency, quality and customer satisfaction indicatorsEnsuring that BPOs' Governance is being performed properlyEnsuring that BPOs' performance rituals (this includes the BPO's internal ritual) are carried out in accordance with BPO governanceIdentify opportunities for improvement in performance indicatorsIdentify opportunities for improvement of Squad processes and tools that may impact the performance of BPOsPreparation of management reports on the performance of BPOsMake sure BPO is fully aligned with NU processesEnsure BPO is constantly up to date and trained in the latest knowledgeContent ManagementPromote the systematic improvement of the internal (Weduka and Macros) and external (FAQ and Auto-Reply) content base, aiming at a better experience and autonomy for internal (Agents) and external customers