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. Veho is headquartered in the United States, where our employees are based, and we are now excited to expand by partnering with motivated professionals in Bogotá, Colombia to support our next stage of growth.
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.
Why Join Veho:
Veho is a growth company that looks for team members to grow with it. We offer a casual, high-energy environment, a diverse and inclusive culture, and meaningful opportunities for professional development. No matter the location, or the role, you’ll join a mission-driven team focused on creating exceptional experiences for customers and drivers. Our values (Team Up, Drive Impact, Take Ownership, Solve Bigger, Obsess Over Experience, Make Today Count) guide how we work and how we invest in people.
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.
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Req ID: R337