About Veho Veho is transforming the world of package delivery by putting customer experience and transparency at the center. Through technology and a robust driver-partner network, Veho provides next-day, doorstep delivery that delights customers and builds loyalty for the brands we serve. Our mission is to create exceptional delivery experiences powered by people and technology — and we're just getting started. About The Role We are looking for a Director, Live Operations 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 will 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. - 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.