Director, Live Operations Bogota
Veho
About Veho
About the Role
What You’ll Do
- Lead On-Site Operations: Oversee the day-to-day performance and engagement of our Live Operations teammates in Bogotá, with a primary focus on delivering exceptional customer, driver, and client service experiences.
- Drive Service Excellence: Ensure consistent achievement of KPIs such as NPS, response time, and resolution time. Use data-driven coaching and QA insights to drive improvements across individuals and the team.
- Mentor & Develop Talent: Recruit, coach, and grow top-performing team leads and associates. Create clear career paths and invest in developing future leaders.
- Collaborate Cross-Functionally: Partner with U.S.-based Veho Support, Operations, Commercial, Product, and Engineering teams to identify gaps, surface insights, and continuously improve both internal processes and the customer journey.
- Champion Quality: Bring your experience from leading customer-centric operations at Colombia’s top call centers to instill industry-leading service standards at Veho.
- Foster Team Culture & Productivity (~5% of your time): Serve as the point of contact for the Bogotá office, maintaining a positive, productive, and collaborative team environment. Reinforce in-office attendance, coordinate team rituals, and ensuring smooth relationships with the building manager.
What You Bring
- 7-10 years of experience managing large-scale customer service/call center teams, ideally with leadership roles in top-tier CX operations in Colombia. Some start-up experience is preferred, but not mandatory.
- Strong people leader with proven success in driving both performance and culture in an on-site environment.
- Demonstrated track record of exceeding service-level targets, coaching teams to high standards, and implementing operational best practices.
- Experience with support tools (e.g., Zendesk, Salesforce), QA platforms, and real-time reporting dashboards.
- Excellent communication and stakeholder management skills — bilingual (English/Spanish) fluency preferred.
- A championship mindset and the ability to thrive and adapt in a fast-moving, feedback-driven environment.
- Experience adapting to and using AI such as automated chatbots, large language models, and other AI agent tools.
- Familiarity with logistics and warehouse operations preferred but not mandatory.
- Based in or willing to relocate to Bogotá, Colombia and work on-site 5 days a week.