Director, Live Operations Bogota
Veho
Operations
Bogotá, Bogota, Colombia
Posted on Jan 29, 2026
Director, Live Operations Bogota
Hybrid, Bogotá, Colombia
Live Operations HQ
In office
Full-time
About Veho
Veho’s mission is to power the future of commerce by making shopping, shipping and returns seamless for everyone.
We are building a modern, end-to-end logistics infrastructure designed entirely for the ever-evolving needs of ecommerce brands and everyday consumers.
Powered by next-generation technology and a vertically integrated supply chain, Veho gives brands and their customers unprecedented control over their deliveries and removes the pain from the ecommerce post-purchase experience. We make delivery the ‘extension of the brand’ and leverage it to create deeper loyalty and trust between brands and their customers, driving customer retention and lifetime value. Our rapidly growing client list includes leading consumer brands like Hello Fresh, Zara, Macy’s, Sephora, and more.
To truly build an iconic company, we strongly believe that our people and values must be aligned with our mission. As such, we take pride in our championship team, merit-based culture. We seek team players who want to compete, win, make an impact and build a legacy, and we reward performance and impact players with generous equity and incredible career growth opportunities.
About the Role
We’re looking for a Director, Live Operations Bogotá to lead and elevate our high-performing Customer Experience (CX) team based in Bogotá, Colombia. This is a full-time, on-site role where you’ll serve as the operational heartbeat of the team, ensuring that we consistently exceed customer, driver, and client expectations and maintain best-in-class service quality.
This position is ideal for a seasoned contact center leader with 7–10 years of experience managing customer support operations in Colombia. You have deep expertise in customer service excellence, a passion for mentoring teams, and thrive in a hands-on leadership environment. You are equally capable of driving impact as an independent contributor through influence as you are in managing teams. Your focus will be on quality, performance, and culture — balancing operational rigor with human-centered leadership.
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.
Important Note:
This opportunity is based in Bogotá, Colombia and offers the chance to partner with Veho as we expand globally. This engagement will begin under a contractor arrangement. We are, however, deeply committed to building a strong partnership and providing meaningful, engaging work opportunities for talented individuals who want to grow with Veho.
Veho is a growth company that looks for team members to grow with it. No matter the location, or the role, every Veho teammate shares one galvanizing mission: driving commerce forward with a customer-centric delivery and returns experience that’s built for the modern era. We are deeply value-driven (Team Up, Drive Impact, Take Ownership, Solve Bigger, Obsess Over Experience, Make Today Count) and care tremendously about investing in our high-performers.
Join us in building the future of ecommerce logistics and in doing the work of our lifetime!
(Veho is unable to provide sponsorship at this time.)
All California applicants please reference our California Applicant Privacy Notice located here.
Req ID: R614
