Director, Live Operations Bogota
Veho
Operations
Bogotá, Bogota, Colombia
Posted on Aug 7, 2025
Director, Live Operations Bogota
Hybrid, Bogotá, Colombia
Live Operations HQ
In office
Full-time
About Veho
Veho is on a mission to revolutionize the post-purchase experience. We’re building a new, end-to-end logistics infrastructure—from middle mile to last mile—powered by tech that puts customers first. By removing the pain points in delivery and returns, Veho creates deeper loyalty and trust between brands and their customers. Our rapidly growing client list includes leading consumer brands like Hello Fresh, Zara, Macy’s, Sephora, and more.
We’re proud of our championship culture, best-in-class benefits and the chance for every team member to share in our success through equity. Whether you work at one of our facilities or remotely, at Veho you’ll join a mission-driven team that’s transforming logistics—and having a lot of fun along the way.
About the Role
We’re looking for a Director, Live Operations Bogota 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.
First name *
Last name *
Email *
LinkedIn URL *
Phone number
Location *
Resume *
Click to upload or drag and drop here
Voluntary Self-Identification
To comply with government reporting requirements, we invite candidates to participate in the self-identification survey below. Your completion of this form is entirely optional, and your decision will neither influence the hiring process nor any subsequent stages. Any information you choose to share will be kept confidential and stored in a secure file. As outlined in our Equal Employment Opportunity policy, we uphold a commitment to non-discrimination based on any protected group status specified in applicable laws.
Gender
Race
Race and ethnicity descriptions
Voluntary Self-Identification of Veteran Status
VEVRAA requires Government contractors to take affirmative action to employ and advance in employment protected veterans. To help us measure the effectiveness of our outreach and recruitment efforts of veterans, we are asking you to tell us if you are a veteran covered by VEVRAA. If you believe that you belong to any of the following categories of protected veterans, please indicate by making the appropriate selection.
Veteran status descriptions
Disabled veteran
A veteran who served on active duty in the U.S. military and is entitled to disability compensation (or who but for the receipt of military retired pay would be entitled to disability compensation) under laws administered by the Secretary of Veterans Affairs, or was discharged or released from active duty because of a service-connected disabilityRecently separated veteran
A veteran separated during the three-year period beginning on the date of the veteran's discharge or release from active duty in the U.S military, ground, naval, or air serviceActive duty wartime or campaign badge veteran
A veteran who served on active duty in the U.S. military during a war, or in a campaign or expedition for which a campaign badge was authorized under the laws administered by the Department of DefenseArmed Forces service medal veteran
A veteran who, while serving on active duty in the U.S. military ground, naval, or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985 (61 Fed. Reg. 1209).Veteran status
PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.
By applying you agree to Gem's terms and privacy policy.
Save your info to apply to other roles faster & help employers reach you.
Req ID: R337