Who we are

About Stripe

Stripe is a financial infrastructure platform for businesses. Millions of companies - from the world’s largest enterprises to the most ambitious startups - use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career.

About the team

The Employee Relations and HR Compliance team is a relatively new center of excellence here at Stripe. We are striving to build a respectful, balanced, well-skilled team focused on enabling the People team, managers, and ICs to navigate challenging career moments while balancing compliance, empathy, and risk, resulting in success and engagement for all. 

What you’ll do

We are looking for an Employee Relations Partner to join our team at Stripe. This individual will have deep subject knowledge and expertise in employee relations and will be an instrumental part of the team, focusing on improving and implementing frameworks, guidelines, approaches, and best practices. The Employee Relations Partner will be highly cross functional and collaborative, partnering to inform and support Stripes and their managers.

Responsibilities

Case Management

• Provide support to or personally lead medium to high complexity employee relations investigations, making recommendations on appropriate courses of action, matching investigation strategy to the complexity, risk, sensitivity, and confidentiality of the investigation
• Guide escalated performance management cases, supporting our People Partner and People Specialist teams
• Ensure cases are handled fairly, consistently, transparently, in a timely fashion, and in line with operating principles, policies, and appropriate local laws

Advising 

• Counsel People Partners, People Specialists, and business leaders on ER issues, trends and risks to foster sound business decisions. As needed, advise on cross-people team projects 
• Ensure that optimal decisions are made by leaders, People Partners/Specialists and other stakeholders through influencing, coaching, and by providing technical expertise and sound strategy
• Collect, analyze, interpret and make recommendations on ER related data

Other Projects

• • Conduct training for leaders, managers, employees, People Partners, People Specialists, Talent Partners, and other stakeholders
  • Establish best practices for working within an organized case management system (HR Acuity preferred) and ensure that we are leveraging data and insights from the system to inform our approach to employee relations
  • Other projects as assigned

Who you are

We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

Minimum requirements

• Bachelor’s degree required; JD, MBA, or other Advanced Degree preferred
• 3-5 years of Employee Relations/Human Resources or equivalent experience managing complex global investigations
• Superior written oral communication skills
• Ability to be discreet and maintain confidentiality is required
• Must be self-motivated and have an enhanced ability to prioritize/plan in a fast-paced, high growth environment
• Strong analytical skills and experienced decision maker who uses good reasoning and sound judgment required
• Must be able to work under pressure and deal with complex issues, while maintaining composure
• Ability to remain positive, collaborative, and objective while under pressure
• Proven track record of positively influencing leaders, teams, and stakeholders
• Ability to be a coach, mentor, advise, and partner with stakeholders at varying levels of seniority
• Strong knowledge of ER, labor relations, training, and conflict resolution, along with direct experience leading complex global investigations at all levels, including executive level
• Deep understanding of FMLA, EEO laws, ADA and other employment-related state and federal laws & regulations in the United States
• Open to travel, as some travel may be required

¿Te apasiona ayudar a anunciantes globales a alcanzar el éxito en el dinámico panorama digital actual?

Como Customer Success Associate en nuestro equipo de Global Strategic Accounts, desempeñarás un papel clave ayudando a los clientes más grandes e innovadores de Smartly a ejecutar, optimizar y escalar campañas en medios de paid social y programmatic.

Trabajarás de forma práctica con la tecnología de creatividad y automatización de Smartly para ofrecer excelencia operativa—configurando campañas, creando reportes, resolviendo problemas de integraciones y promoviendo la adopción de nuestra plataforma. Este rol combina la resolución analítica de problemas con la ejecución diaria para garantizar que los clientes logren resultados medibles y éxito a largo plazo.

Como Customer Success Associate en Smartly, tú…

• Colaborarás con Customer Success Managers y líderes de GSA para ofrecer excelencia estratégica y operativa en cuentas empresariales.
• Apoyarás en la incorporación de clientes (onboarding), sesiones de capacitación y revisiones trimestrales de negocio para impulsar la adopción y retención de la plataforma.
• Actuarás como socio de confianza al comprender los objetivos del cliente, identificar oportunidades de crecimiento y alinear las soluciones de Smartly con resultados de negocio.
• Gestionarás la configuración integral de campañas, optimización y seguimiento de desempeño en plataformas como Meta, TikTok, Pinterest, Snap, Reddit, DV360, Google Ads y The Trade Desk.
• Realizarás análisis de campañas y proporcionarás insights accionables y recomendaciones a clientes y equipos internos.
• Construirás y mantendrás dashboards de desempeño y marcos de reporting, asegurando la precisión y visibilidad de los datos.
• Desarrollarás experiencia profunda en las herramientas de creatividad, automatización e integración de datos de Smartly para ofrecer una ejecución de alta calidad y soporte consultivo.
• Colaborarás estrechamente con los equipos de Producto e Ingeniería para transmitir retroalimentación de clientes e influir en el desarrollo futuro.
• Contribuirás a la documentación de mejores prácticas, mejoras de flujos de trabajo y oportunidades de automatización para optimizar la eficiencia operativa.

Buscamos a alguien que…

• Tenga entre 1 y 3 años de experiencia en publicidad digital, operaciones de medios, customer success o analítica de marketing, idealmente en agencias, SaaS o ad tech.
• Cuente con experiencia comprobada ejecutando, optimizando y analizando campañas de medios pagados en redes sociales (Meta, TikTok, Pinterest, Snap, Reddit) y/o plataformas programáticas (DV360, The Trade Desk, Google Ads).
• Posea sólidas habilidades analíticas, de resolución de problemas y presentación, con dominio de Excel, PowerPoint u otras herramientas de inteligencia de negocios y visualización de datos para transformar datos en insights, acciones e historias impactantes para clientes.
• Tenga excelentes habilidades de comunicación y organización, con capacidad para gestionar múltiples flujos de trabajo y stakeholders en equipos globales.
• Cuente con mentalidad de crecimiento—curioso/a, proactivo/a y con interés en desarrollar experiencia en múltiples ecosistemas digitales.
• Tenga disponibilidad para trabajar en horario de CDMX para dar soporte a cuentas globales basadas en Estados Unidos.

🌐 Requisito de idioma

Importante: Las postulaciones, entrevistas y las actividades diarias internas y con clientes se llevarán a cabo en inglés. Por lo tanto, se requiere un nivel avanzado de inglés (hablado y escrito) para este puesto. Presente su solicitud en inglés, por favor.

Lo que te ofrecemos…

• Seguro Social (IMSS): Cobertura completa de salud pública para el empleado y su familia
• INFONAVIT: Fondo de ahorro que ayuda a los empleados a adquirir o mejorar su vivienda
• FONACOT: Acceso a créditos personales accesibles para necesidades cotidianas
• Apoyo para trabajo desde casa: $1,000 MXN mensuales para cubrir costos de trabajo remoto

Smartly está comprometido a ser el mejor lugar para que personas con mentalidad de crecimiento prosperen—¡explora más en nuestro Culture Handbook!

Are you passionate about helping global advertisers achieve success across today’s evolving digital landscape?

As a Customer Success Associate on our Global Strategic Accounts team, you’ll play a critical role in helping Smartly’s largest and most innovative customers execute, optimize, and scale campaigns across paid social and programmatic media.

You’ll work hands-on with Smartly’s creative and automation technology to deliver operational excellence—setting up campaigns, building reports, troubleshooting integrations, and driving adoption of our platform. This role combines analytical problem-solving with day-to-day execution to ensure customers achieve measurable outcomes and long-term success.

As a Customer Success Associate at Smartly, you will...

• Partner with Customer Success Managers and GSA Leads to deliver strategic and operational excellence for enterprise customer accounts.
• Support customer onboarding, training sessions, and quarterly business reviews to drive platform adoption and retention.
• Act as a trusted partner by understanding customer goals, identifying opportunities for growth, and helping align Smartly solutions to business outcomes.
• Oversee end-to-end campaign setup, optimization, and performance tracking across platforms such as Meta, TikTok, Pinterest, Snap, Reddit, DV360, Google Ads, and The Trade Desk.
• Conduct campaign analysis and provide actionable insights and recommendations to customers and internal teams.
• Build and maintain performance dashboards and reporting frameworks, ensuring data accuracy and visibility.
• Develop deep expertise in Smartly’s creative, automation, and data integration tools to deliver high-quality execution and consultative support.
• Collaborate closely with Product and Engineering to surface customer feedback and influence future development.
• Contribute to the documentation of best practices, workflow improvements, and automation opportunities to enhance operational efficiency across accounts.

We're definitely looking for you, if you...

• Have 1–3 years of experience in digital advertising, media operations, customer success, or marketing analytics, ideally within an agency, SaaS, or ad tech environment.
• Have proven ability to execute, optimize, and analyze paid media campaigns across social (Meta, TikTok, Pinterest, Snap, Reddit) and/or programmatic platforms (DV360, The Trade Desk, Google Ads).
• Have strong analytical, problem-solving, and presentation skills, with proficiency in Excel, PowerPoint, or other business intelligence and visualization tools to translate campaign data into insights, actions, and impactful customer storytelling.
• Have excellent communication and organizational skills, with the ability to manage multiple workstreams and stakeholders across global teams.
• Have a growth mindset - curious, proactive, and eager to deepen your expertise across multiple digital ecosystems.
• Are able to work CDMX hours to support our US based global accounts.

What We Offer You...

• Social Security (IMSS) - Complete public healthcare coverage for the employee and their family
• National Housing Fund (INFONAVIT) -  A savings fund that helps employees buy or improve their home
• Consumption Coverage (FONACOT) - Access to affordable personal loans for everyday needs
• Work From Home Allowance - MXN 1,000 monthly stipend to cover remote work costs

Smartly is committed to being the best place to work for growth-minded individuals to thrive - explore more in our Culture Handbook!

#LI-HYBRID

About the Team

• Our Quality Assurance (QA) team is dedicated to ensuring exceptional customer experiences through consistent evaluation, coaching, and performance improvement. We work behind the scenes to monitor interactions between teammates and our customers, measuring adherence to company policies, communication standards, and service excellence.
• As a collaborative group of detail-oriented professionals, we partner closely with operations, training, and leadership teams to identify trends and highlight opportunities. Our goal is to foster a culture of continuous improvement by providing actionable feedback and insights that empower our agents to deliver service that not only meets but exceeds customer expectations.
• With a strong focus on integrity, accuracy, and teamwork, the QA team plays a critical role in supporting both onshore and offshore operations, ensuring consistency across all touchpoints in the customer journey.
• DoorDash operates a hybrid model to allow our teams the convenience of working from home while adding purposeful time in the office to collaborate with others, foster a team culture, develop careers, and drive a sense of belonging.
• Currently, our employees work in the office at least 2 days per week.

About the Role

The Quality Supervisor plays a key leadership role within the Quality Assurance (QA) team, overseeing the evaluation process that ensures customer interactions meet established service and compliance standards. This position is responsible for guiding and supporting a team of QA auditors, Subject Matter Experts, and Analysts in driving quality initiatives and partnering with cross-functional teams to enhance the overall customer experience.

As a Quality Supervisor, you will monitor team performance, calibrate quality standards, and deliver insights that help shape training programs, agent development, and operational improvements. Your role bridges frontline QA efforts with strategic business goals, ensuring consistency, fairness, and excellence across all customer touchpoints.

Key Contributions:

• Lead and support a team of QA analysts, providing coaching, mentorship, and development opportunities.
• Oversee the end-to-end quality monitoring process, ensuring accuracy, consistency, and timeliness.
• Analyze quality trends, customer feedback, and performance data to identify strengths and areas for improvement.
• Partner with Operations, Training, and Workforce Management to align QA metrics with business priorities.
• Conduct calibration sessions to maintain scoring consistency across all evaluators.
• Prepare and present QA reports, dashboards, and recommendations to leadership.
• Drive continuous improvement initiatives focused on enhancing service quality and customer satisfaction.

You’re excited about this opportunity because you will…

• You should be excited about this role because it puts you at the heart of transforming customer experiences. As a Quality Supervisor, you're not just auditing calls—you’re shaping the voice of the company. You’ll have a direct impact on service excellence by guiding your team, influencing agent performance, and driving improvements that really matter to both the business and the people we serve.
• It’s a chance to lead with purpose – You’ll mentor and develop a team that champions consistency and fairness. Create real change – Your insights influence training, coaching, and operational decisions.  Bridge people and performance – You’ll collaborate with leadership, support agents, and cross-functional partners to raise the bar on quality.  Grow your career – With exposure to performance data, strategy, and leadership, you’ll build skills that are highly valuable in any direction you want to grow, whether that’s into senior leadership, training, operations, or beyond.
• Make an impact daily – Every call you review, every trend you catch, and every piece of feedback you give contributes to better customer outcomes and stronger team performance.  If you’re passionate about people, processes, and performance—and love turning insights into action—this is a role where you can truly thrive.

We’re excited about you because…

Your background and career path clearly show a commitment to delivering on results, developing teams, and quickly identifying opportunities to deliver a better product.

• Bilingual Spanish / English. You can demonstrate fluent communication in two languages, meaning you can speak, listen, read, and write in both languages with ease and accuracy.
• Minimum 2 years of team leadership experience in a contact center environment
• Minimum 3 years of experience in a quality environment 
• Exceptional verbal and written skills
• Ability to coach, train, and motivate individuals, and evaluate their work performance
• Excellent problem-solving, Leadership, and Customer Service skills
• Proficient with technology, especially computers, software applications, and phone systems
• Experience working with: Salesforce, ObserveAI, G-Suite, Tableau, Sigma
• Experience working with cross-cultural teams 
• Strong leadership and people management skills.
• Deep understanding of contact center operations and quality standards.
• An analytical mindset with the ability to translate data into actionable strategies.
• Excellent communication and interpersonal abilities.
• A passion for coaching, process improvement, and delivering a best-in-class customer experience.

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey

About the Team

• Our Quality Assurance (QA) team is dedicated to ensuring exceptional customer experiences through consistent evaluation, coaching, and performance improvement. We work behind the scenes to monitor interactions between teammates and our customers, measuring adherence to company policies, communication standards, and service excellence.
• As a collaborative group of detail-oriented professionals, we partner closely with operations, training, and leadership teams to identify trends and highlight opportunities. Our goal is to foster a culture of continuous improvement by providing actionable feedback and insights that empower our agents to deliver service that not only meets but exceeds customer expectations.
• With a strong focus on integrity, accuracy, and teamwork, the QA team plays a critical role in supporting both onshore and offshore operations, ensuring consistency across all touchpoints in the customer journey.
• DoorDash operates a hybrid model to allow our teams the convenience of working from home while adding purposeful time in the office to collaborate with others, foster a team culture, develop careers, and drive a sense of belonging.
• Currently, our employees work in the office at least 2 days per week.

About the Role

The Quality Supervisor plays a key leadership role within the Quality Assurance (QA) team, overseeing the evaluation process that ensures customer interactions meet established service and compliance standards. This position is responsible for guiding and supporting a team of QA auditors, Subject Matter Experts, and Analysts in driving quality initiatives and partnering with cross-functional teams to enhance the overall customer experience.

As a Quality Supervisor, you will monitor team performance, calibrate quality standards, and deliver insights that help shape training programs, agent development, and operational improvements. Your role bridges frontline QA efforts with strategic business goals, ensuring consistency, fairness, and excellence across all customer touchpoints.

Key Contributions:

• Lead and support a team of QA analysts, providing coaching, mentorship, and development opportunities.
• Oversee the end-to-end quality monitoring process, ensuring accuracy, consistency, and timeliness.
• Analyze quality trends, customer feedback, and performance data to identify strengths and areas for improvement.
• Partner with Operations, Training, and Workforce Management to align QA metrics with business priorities.
• Conduct calibration sessions to maintain scoring consistency across all evaluators.
• Prepare and present QA reports, dashboards, and recommendations to leadership.
• Drive continuous improvement initiatives focused on enhancing service quality and customer satisfaction.

You’re excited about this opportunity because you will…

• You should be excited about this role because it puts you at the heart of transforming customer experiences. As a Quality Supervisor, you're not just auditing calls—you’re shaping the voice of the company. You’ll have a direct impact on service excellence by guiding your team, influencing agent performance, and driving improvements that really matter to both the business and the people we serve.
• It’s a chance to lead with purpose – You’ll mentor and develop a team that champions consistency and fairness. Create real change – Your insights influence training, coaching, and operational decisions.  Bridge people and performance – You’ll collaborate with leadership, support agents, and cross-functional partners to raise the bar on quality.  Grow your career – With exposure to performance data, strategy, and leadership, you’ll build skills that are highly valuable in any direction you want to grow, whether that’s into senior leadership, training, operations, or beyond.
• Make an impact daily – Every call you review, every trend you catch, and every piece of feedback you give contributes to better customer outcomes and stronger team performance.  If you’re passionate about people, processes, and performance—and love turning insights into action—this is a role where you can truly thrive.

We’re excited about you because…

Your background and career path clearly show a commitment to delivering on results, developing teams, and quickly identifying opportunities to deliver a better product.

• Bilingual Spanish / English. You can demonstrate fluent communication in two languages, meaning you can speak, listen, read, and write in both languages with ease and accuracy.
• Minimum 2 years of team leadership experience in a contact center environment
• Minimum 3 years of experience in a quality environment 
• Exceptional verbal and written skills
• Ability to coach, train, and motivate individuals, and evaluate their work performance
• Excellent problem-solving, Leadership, and Customer Service skills
• Proficient with technology, especially computers, software applications, and phone systems
• Experience working with: Salesforce, ObserveAI, G-Suite, Tableau, Sigma
• Experience working with cross-cultural teams 
• Strong leadership and people management skills.
• Deep understanding of contact center operations and quality standards.
• An analytical mindset with the ability to translate data into actionable strategies.
• Excellent communication and interpersonal abilities.
• A passion for coaching, process improvement, and delivering a best-in-class customer experience.

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey

About the Team

• Our Quality Assurance (QA) team is dedicated to ensuring exceptional customer experiences through consistent evaluation, coaching, and performance improvement. We work behind the scenes to monitor interactions between teammates and our customers, measuring adherence to company policies, communication standards, and service excellence.
• As a collaborative group of detail-oriented professionals, we partner closely with operations, training, and leadership teams to identify trends and highlight opportunities. Our goal is to foster a culture of continuous improvement by providing actionable feedback and insights that empower our agents to deliver service that not only meets but exceeds customer expectations.
• With a strong focus on integrity, accuracy, and teamwork, the QA team plays a critical role in supporting both onshore and offshore operations, ensuring consistency across all touchpoints in the customer journey.
• DoorDash operates a hybrid model to allow our teams the convenience of working from home while adding purposeful time in the office to collaborate with others, foster a team culture, develop careers, and drive a sense of belonging.
• Currently, our employees work in the office at least 2 days per week.

About the Role

The Quality Supervisor plays a key leadership role within the Quality Assurance (QA) team, overseeing the evaluation process that ensures customer interactions meet established service and compliance standards. This position is responsible for guiding and supporting a team of QA auditors, Subject Matter Experts, and Analysts in driving quality initiatives and partnering with cross-functional teams to enhance the overall customer experience.

As a Quality Supervisor, you will monitor team performance, calibrate quality standards, and deliver insights that help shape training programs, agent development, and operational improvements. Your role bridges frontline QA efforts with strategic business goals, ensuring consistency, fairness, and excellence across all customer touchpoints.

Key Contributions:

• Lead and support a team of QA analysts, providing coaching, mentorship, and development opportunities.
• Oversee the end-to-end quality monitoring process, ensuring accuracy, consistency, and timeliness.
• Analyze quality trends, customer feedback, and performance data to identify strengths and areas for improvement.
• Partner with Operations, Training, and Workforce Management to align QA metrics with business priorities.
• Conduct calibration sessions to maintain scoring consistency across all evaluators.
• Prepare and present QA reports, dashboards, and recommendations to leadership.
• Drive continuous improvement initiatives focused on enhancing service quality and customer satisfaction.

You’re excited about this opportunity because you will…

• You should be excited about this role because it puts you at the heart of transforming customer experiences. As a Quality Supervisor, you're not just auditing calls—you’re shaping the voice of the company. You’ll have a direct impact on service excellence by guiding your team, influencing agent performance, and driving improvements that really matter to both the business and the people we serve.
• It’s a chance to lead with purpose – You’ll mentor and develop a team that champions consistency and fairness. Create real change – Your insights influence training, coaching, and operational decisions.  Bridge people and performance – You’ll collaborate with leadership, support agents, and cross-functional partners to raise the bar on quality.  Grow your career – With exposure to performance data, strategy, and leadership, you’ll build skills that are highly valuable in any direction you want to grow, whether that’s into senior leadership, training, operations, or beyond.
• Make an impact daily – Every call you review, every trend you catch, and every piece of feedback you give contributes to better customer outcomes and stronger team performance.  If you’re passionate about people, processes, and performance—and love turning insights into action—this is a role where you can truly thrive.

We’re excited about you because…

Your background and career path clearly show a commitment to delivering on results, developing teams, and quickly identifying opportunities to deliver a better product.

• Bilingual Spanish / English. You can demonstrate fluent communication in two languages, meaning you can speak, listen, read, and write in both languages with ease and accuracy.
• Minimum 2 years of team leadership experience in a contact center environment
• Minimum 3 years of experience in a quality environment 
• Exceptional verbal and written skills
• Ability to coach, train, and motivate individuals, and evaluate their work performance
• Excellent problem-solving, Leadership, and Customer Service skills
• Proficient with technology, especially computers, software applications, and phone systems
• Experience working with: Salesforce, ObserveAI, G-Suite, Tableau, Sigma
• Experience working with cross-cultural teams 
• Strong leadership and people management skills.
• Deep understanding of contact center operations and quality standards.
• An analytical mindset with the ability to translate data into actionable strategies.
• Excellent communication and interpersonal abilities.
• A passion for coaching, process improvement, and delivering a best-in-class customer experience.

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey

Director, HR Business Partner – LATAM 

Location: 

Mexico City, Mexico (Hybrid)  

About Us 

SharkNinja is a global product design and technology company with a diversified portfolio of 5-star rated lifestyle solutions that positively impact people’s lives in homes around the world. Powered by our two trusted global brands, Shark and Ninja, we have a proven track record of bringing disruptive innovation to market—entering and redefining categories through bold thinking and consumer-first design. 

Headquartered in Needham, Massachusetts (Greater Boston), with more than 4,100 associates globally, SharkNinja products are sold at key retailers, online and offline, and through distributors worldwide. 

LATAM represents a critical and rapidly expanding growth region for SharkNinja. As we scale across Mexico and additional markets in Central America, South America, and the Caribbean, we are building the people infrastructure to support sustainable, high-performance growth. 

Role Summary 

The Director, HRBP – LATAM will serve as the senior People & Culture leader for SharkNinja’s growing Latin America organization. Based in Mexico City and reporting to the VP, Commercial + HRBPs located at SharkNinja headquarters in Greater Boston, MA, this role will support Mexico as well as additional current and future markets across Central America, South America, and the Caribbean region. 

This leader will build and execute a scalable regional people strategy aligned to aggressive commercial growth plans. The role requires balancing global alignment with local market realities—ensuring strong organizational design, workforce planning, leadership development, and cultural integration across a multi-country footprint. 

At SharkNinja, friction fuels innovation. This role demands a strategic thinker with a bias for action, strong cross-cultural capability, and the courage to challenge assumptions in order to build agile, high-performing teams across LATAM. 

Key Responsibilities 

Regional Strategic Partnership – LATAM 

• Serve as the senior HR leader supporting LATAM (e,g, Commercial and other cross functional teams) operations across Mexico and expanding markets in Central America, South America, and the Caribbean. 

• Partner with regional leadership to enable growth, new market entry, distributor expansion, and commercial scaling. 

• Act as the bridge between LATAM leadership and U.S.-based headquarters, ensuring alignment with global strategy while tailoring execution locally. 

• Translate enterprise HR frameworks into practical, compliant, and culturally relevant solutions across multiple countries. 

Organizational Effectiveness & Growth Enablement 

• Diagnose organizational needs and design structures that enable agility, accountability, and performance. 

• Lead workforce planning aligned to revenue targets and market expansion. 

• Drive change management initiatives tied to new country launches, evolving operating models, and scaling commercial teams. 

Talent Strategy & Leadership Development 

• Develop and implement strategies to attract, retain, and develop top commercial talent across LATAM markets. 

• Lead succession planning and leadership capability building. 

• Partner with Talent Acquisition to build diverse and competitive talent pipelines in emerging markets. 

Culture & Engagement 

• Champion a high-performance, inclusive culture aligned with SharkNinja’s success drivers. 

• Foster a mindset of ownership, urgency, and continuous improvement across the region. 

• Design engagement strategies that resonate across diverse cultural contexts within LATAM. 

Compliance & HR Operations 

• Ensure compliance with Mexico labor law and applicable employment regulations across LATAM markets. 

• Partner with HR Centers of Excellence (Compensation, Total Rewards, Talent, DEI, Learning) to deliver integrated and seamless people solutions. 

• Provide expert guidance on employee relations, policy governance, and risk mitigation. 

Data & Analytics 

• Leverage workforce analytics to anticipate talent needs and inform business decisions. 

• Identify trends, risks, and opportunities across markets and convert insights into action. 

• Provide regular regional updates and strategic recommendations to Boston-based leadership. 

Qualifications 

Experience 

• 10+ years of progressive HR experience, including 5+ years in strategic HRBP roles supporting commercial or growth-focused organizations. 

• Experience supporting multi-country LATAM operations preferred. 

• Demonstrated success driving organizational design, workforce planning, and change management initiatives. 

• Strong knowledge of Mexico labor law; familiarity with broader LATAM employment frameworks highly desirable. 

• Experience operating within a global organization with U.S.-based leadership. 

• Proven ability to influence business decisions through data and workforce insights. 

Education 

• Bachelor’s degree in Human Resources, Business Administration, or related field required. 

• Master’s degree or HR certification preferred. 

Language Requirements 

• Fluent bilingual proficiency in English and Spanish (required). 

• In addition to English and Spanish, Portuguese proficiency is strongly preferred to support future growth in  Portuguese-speaking markets. 

Core Competencies 

• Strategic influence across geographies 

• Cross-cultural leadership and regional fluency 

• Organizational design and growth enablement 

• Strong executive communication and stakeholder management 

• Analytical, data-driven decision-making 

• Adaptability and comfort operating in high-growth environments 

Travel 

Travel required within Mexico and across LATAM markets, with periodic travel to SharkNinja headquarters in Greater Boston, MA and/or other key SharkNinja corporate hubs.   

Diversity, Equity & Inclusion 

At SharkNinja, Diversity, Equity, and Inclusion are vital to our global success. We are committed to building a diverse workforce and fostering an inclusive environment where every associate can thrive. All qualified applicants will receive consideration without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability status, age, or any other characteristic protected by applicable law. 

Process Operations & Productivity Manager

This role focuses on improving how our Customer Success team operates at scale. You will design and implement the systems, workflows, and tools that help CSMs manage renewals, drive expansion, and maintain strong customer health. Your work will directly impact revenue retention, team productivity, and the overall customer experience.

You’ll partner closely with Customer Success, Sales, Product, and RevOps to simplify how work gets done and ensure our operating model supports growth.

What You Will Do

• Design and standardize the Customer Success operating model across segments, including renewal management, expansion workflows, churn mitigation, and account planning
• Audit and improve day-to-day CSM workflows, especially across customer interactions and cross-functional handoffs
• Build clear playbooks and deliver training to embed consistent ways of working across the Customer Success team
• Develop and implement automation and AI-driven solutions, including health scoring, renewal risk signals, workflow triggers, and account insights
• Define and operationalize productivity and capacity models, including revenue benchmarks and workload distribution across CSM portfolios
• Identify productivity gaps and rebalance portfolios to improve efficiency and managed revenue capacity
• Partner on hiring and onboarding Associate CSMs, building structured training programs and enablement materials
• Establish reporting frameworks to track managed revenue, retention, expansion pipeline, portfolio health, and productivity metrics
• Collaborate with Product, Sales, RevOps, and Support to improve handoffs, escalation processes, and churn-risk management
• Lead adoption of new processes and tools through training, documentation, and continuous improvement efforts

What We Are Looking For

• Strong experience in Customer Success, RevOps, Strategy & Operations, or Operational Excellence
• Experience improving or scaling post-sales teams in a SaaS environment
• Proven ability to design processes and implement operational improvements that drive measurable outcomes
• Experience applying automation or AI to business workflows
• Strong systems thinking and ability to translate complexity into clear, scalable processes
• Experience building reporting frameworks and defining productivity metrics
• Strong analytical skills with the ability to interpret data and drive decisions
• Ability to influence stakeholders across teams without direct authority
• Experience designing and delivering onboarding or training programs
• Clear and effective communication skills, both written and verbal
• Strong project management skills and ability to drive initiatives from idea to execution
• High ownership and attention to detail

What We Offer You

Five weeks paid time off (PTO), 11 company paid holidays, unlimited sick days

Generous healthcare packages & mental health benefits

401K plus matching & equity grants for all new Smartlies

Wellness benefit & learning reimbursement opportunities

Volunteer time off days & company donation matching opportunities

And so much more…

Smartly is committed to being the best place to work for growth-minded individuals to thrive - explore more in our Culture Handbook!

#LI-HYBRID

About the Team

Our Merchant Services team lies at the heart and soul of DoorDash, ensuring that we set all our merchants up for success by providing a seamless onboarding, menu, and photo experience. As DoorDash grows in scale and scope of offering, the strength of our merchant services engine must grow with it.

About the Role

We are looking for a Premium Account Specialist (Premium Onboarding Partner) to partner with our highest-value merchants to provide a best-in-class Merchant onboarding experience at DoorDash. As a Premium Account Specialist, you will play a crucial role within the Merchant Services team by providing our merchants with direct contact for all of their onboarding activities & needs. You will build long-lasting relationships with our Merchants through excellent customer service and strategic problem-solving. Not only will you partner with our Merchants, but you will also work with Account Owners and own a book of business as their onboarding contact. You will be a part of a new program to shape support as a differentiator in the marketplace through high-quality, white-glove service.

You’re excited about this opportunity because you will…

• Leverage a proactive approach to Merchant onboarding success by anticipating issues, strategizing on solutions, and recommending specific actions to your cross-functional partners and Mx to ensure a defect-free onboarding 
• Work directly with Merchants daily, helping to ensure flawless onboarding experiences
• Build relationships with Merchants by serving as a Single Point of Contact for all Merchant onboarding related concerns
• Promote retention and overall Merchant success by providing an unprecedented first impression of DoorDash’s service
• Prioritize and escalate issues in partnership with our teams
• Develop expertise in how DoorDash's systems and resources work and how to use them to promote positive outcomes for our Merchants
• Provide a best-in-class service experience to Merchants

We’re excited about you because…

• You have 2 years of experience with account management, customer support, hospitality, or in related field
• Previous industry experience
• College degree or equivalent experience
• Qualifications include Salesforce (or other CRM software), Microsoft Suite and G SuiteProficiency in Excel (can perform complex functions)
• Experience providing advisory and partnership-level support through both proactive and reactive interactions with customers
• Experience advocating for customer experience within a team or initiative
• You have experience in an account management or customer service role--you love helping people
• You excel at building relationshipsYou excel at determining prioritization

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey

About the Team

Our Merchant Services team lies at the heart and soul of DoorDash, ensuring that we set all our merchants up for success by providing a seamless onboarding, menu, and photo experience. As DoorDash grows in scale and scope of offering, the strength of our merchant services engine must grow with it.

About the Role

We are looking for a Premium Account Specialist (Premium Onboarding Partner) to partner with our highest-value merchants to provide a best-in-class Merchant onboarding experience at DoorDash. As a Premium Account Specialist, you will play a crucial role within the Merchant Services team by providing our merchants with direct contact for all of their onboarding activities & needs. You will build long-lasting relationships with our Merchants through excellent customer service and strategic problem-solving. Not only will you partner with our Merchants, but you will also work with Account Owners and own a book of business as their onboarding contact. You will be a part of a new program to shape support as a differentiator in the marketplace through high-quality, white-glove service.

You’re excited about this opportunity because you will…

• Leverage a proactive approach to Merchant onboarding success by anticipating issues, strategizing on solutions, and recommending specific actions to your cross-functional partners and Mx to ensure a defect-free onboarding 
• Work directly with Merchants daily, helping to ensure flawless onboarding experiences
• Build relationships with Merchants by serving as a Single Point of Contact for all Merchant onboarding related concerns
• Promote retention and overall Merchant success by providing an unprecedented first impression of DoorDash’s service
• Prioritize and escalate issues in partnership with our teams
• Develop expertise in how DoorDash's systems and resources work and how to use them to promote positive outcomes for our Merchants
• Provide a best-in-class service experience to Merchants

We’re excited about you because…

• You have 2 years of experience with account management, customer support, hospitality, or in related field
• Previous industry experience
• College degree or equivalent experience
• Qualifications include Salesforce (or other CRM software), Microsoft Suite and G SuiteProficiency in Excel (can perform complex functions)
• Experience providing advisory and partnership-level support through both proactive and reactive interactions with customers
• Experience advocating for customer experience within a team or initiative
• You have experience in an account management or customer service role--you love helping people
• You excel at building relationshipsYou excel at determining prioritization

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey

About the Team

Our Merchant Services team lies at the heart and soul of DoorDash, ensuring that we set all our merchants up for success by providing a seamless onboarding, menu, and photo experience. As DoorDash grows in scale and scope of offering, the strength of our merchant services engine must grow with it.

About the Role

We are looking for a Premium Onboarding Partner (POP) to partner with our highest-value merchants to provide a best-in-class Merchant onboarding experience at DoorDash. As a Premium Onboarding Partner, you will play a crucial role within the Merchant Services team by providing our merchants with direct contact for all of their onboarding activities & needs. You will build long-lasting relationships with our Merchants through excellent customer service and strategic problem-solving. Not only will you partner with our Merchants, but you will also work with Account Owners and own a book of business as their onboarding contact. You will be a part of a new program to shape support as a differentiator in the marketplace through high-quality, white-glove service.

You’re excited about this opportunity because you will…

• Leverage a proactive approach to Merchant onboarding success by anticipating issues, strategizing on solutions, and recommending specific actions to your cross-functional partners and Mx to ensure a defect-free onboarding 
• Work directly with Merchants daily, helping to ensure flawless onboarding experiences
• Build relationships with Merchants by serving as a Single Point of Contact for all Merchant onboarding related concerns
• Promote retention and overall Merchant success by providing an unprecedented first impression of DoorDash’s service
• Prioritize and escalate issues in partnership with our teams
• Develop expertise in how DoorDash's systems and resources work and how to use them to promote positive outcomes for our Merchants
• Provide a best-in-class service experience to Merchants

We’re excited about you because…

• You have 2 years of experience with account management, customer support, hospitality, or in related field
• Previous industry experience
• College degree or equivalent experience
• Qualifications include Salesforce (or other CRM software), Microsoft Suite and G SuiteProficiency in Excel (can perform complex functions)
• Experience providing advisory and partnership-level support through both proactive and reactive interactions with customers
• Experience advocating for customer experience within a team or initiative
• You have experience in an account management or customer service role--you love helping people
• You excel at building relationshipsYou excel at determining prioritization

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey

About the Team

Our Merchant Services team lies at the heart and soul of DoorDash, ensuring that we set all our merchants up for success by providing a seamless onboarding, menu, and photo experience. As DoorDash grows in scale and scope of offering, the strength of our merchant services engine must grow with it.

About the Role

We are looking for a Senior Restaurant Onboarding Specialist (Premium Onboarding Partner) to partner with our highest-value merchants to provide a best-in-class Merchant onboarding experience at DoorDash. As a Senior Restaurant Onboarding Specialist, you will play a crucial role within the Merchant Services team by providing our merchants with direct contact for all of their onboarding activities & needs. You will build long-lasting relationships with our Merchants through excellent customer service and strategic problem-solving. Not only will you partner with our Merchants, but you will also work with Account Owners and own a book of business as their onboarding contact. You will be a part of a new program to shape support as a differentiator in the marketplace through high-quality, white-glove service.

You’re excited about this opportunity because you will…

• Leverage a proactive approach to Merchant onboarding success by anticipating issues, strategizing on solutions, and recommending specific actions to your cross-functional partners and Mx to ensure a defect-free onboarding 
• Work directly with Merchants daily, helping to ensure flawless onboarding experiences
• Build relationships with Merchants by serving as a Single Point of Contact for all Merchant onboarding related concerns
• Promote retention and overall Merchant success by providing an unprecedented first impression of DoorDash’s service
• Prioritize and escalate issues in partnership with our teams
• Develop expertise in how DoorDash's systems and resources work and how to use them to promote positive outcomes for our Merchants
• Provide a best-in-class service experience to Merchants

We’re excited about you because…

• You have 2 years of experience with account management, customer support, hospitality, or in related field
• Previous industry experience
• College degree or equivalent experience
• Qualifications include Salesforce (or other CRM software), Microsoft Suite and G SuiteProficiency in Excel (can perform complex functions)
• Experience providing advisory and partnership-level support through both proactive and reactive interactions with customers
• Experience advocating for customer experience within a team or initiative
• You have experience in an account management or customer service role--you love helping people
• You excel at building relationshipsYou excel at determining prioritization

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey

HR Generalist

About the Role 

As an HR Generalist, you’ll own the pre-hire and hiring process, and coordinate the first steps of onboarding. Manages the People administrative side (excluding payroll), ensuring correct documentation and operational flow.

This role adds value through automation and process efficiency, reducing rework. Operates primarily in Mexico and supports countries with smaller headcount such as Chile, Costa Rica, and provides support to Colombia.

Responsibilities: 

Scope: MX headcount (420 monks)- Freelos (50 approx) - Chile headcount (10 monks)- CR headcount (5 monks)

• Pre-hire and onboarding process management
• Onboarding process and 1st session 
• Freelancers process (pre-hire, payments, exits)
• Automatization of transactional processes 
• Responsable of benefits vendors and corporate agreements
• Create PO´S on system and follow ups until payments
• Run different monthly reports 
• Internal Communication 
• Propose and implement improvements to increase efficiency 
• Operational support to HRBPs
• Support during audit processes
• Generation of employment certificates
• Update HR policies and processes
• Data entry in the different spreadsheets
• RTO coordination
• Brigade members (first-aid/evacuation team)
• Support in Cultural Initiatives

About You 

The essentials: 

• 3-5 years of experience in administration, HR processes  
• Tech-savvy with the ability to pick up new tools and systems quickly.
• Strong attention to detail.
• Ability to identify areas of opportunity, create a project plan, and implement it.
• Previous experience in Workday is a significant plus. 
• Project management tools are highly valued.

• Advanced English.
• Knowledge of platforms and the use of AI to automate and streamline HR processes.
• Proficiency in Google Workspace (Sheets/Slides) Advance level of Excel
• Experience dealing with senior/managerial levels.

#LI-Hybrid

#LI-EE1

We’re looking for an Account Manager, Scale to maintain day-to-day contact with our existing customers at scale to help them realize the value of our products and services and establish long term partnerships with Hootsuite by exploring and qualifying future growth opportunities. In this role, you will leverage your commercial skillset to successfully manage a high volume of customer renewals, while cultivating upsell, cross sell and expansion opportunities for both Hootsuite and Partner products in your book of business. As part of the Scaled Account Management team you will collaborate cross-functionally to provide customer value in all stages of the sales cycle. This is a hybrid role and is open to applicants located within commuting distance of our Mexico City, Mexico office. In this role, you will report to the Manager, Sales & Customer Expansion, LATAM. 

WHAT YOU’LL DO:

• Maintain low-touch day-to-day contact with customers for our pooled accounts at scale; providing timely answers to questions and focus on driving customer health and experience.
• Develop rapport with customers by proactively providing insightful market information and solutions that showcase maximum benefits from Hootsuite products.
• Drive renewals, upsells, and expansion in your low ARR accounts by focusing on customer engagements at scale and educating customers on Hootsuite’s value proposition in our pooled motion.
• Provide weekly forecasts and maintain rolling forecasts including monitoring and reporting account data health.
• Consistently contribute to generating team pipeline of upsell /product add-ons upon contract renewal or during service period to meet or exceed expansion targets.
• Successfully manage the end-to-end renewal process required to hit or exceed team renewal targets/quotas, leveraging your product knowledge to efficiently meet customers needs.
• Demonstrate understanding of contract terms and processes in order to maximize contract value and efficiency as well as ensure a seamless customer experience.
• Support the optimization of digital-first programmes for our pooled model by providing recommendations based on intimate knowledge of customer database
• Collaborate cross-functionally to provide customer value in all stages of the sales cycle
• Manage and report on customer engagement activities and results in order to assess trends using SFDC, Front App, Gainsight, Gong and others
• Share product and sales experience within the team in order to meet and exceed team targets
• Perform other related duties as assigned

WHAT YOU’LL NEED:

• Some relevant experience in sales or customer success, preferably as an Account Executive, Customer Success Associate, Customer Support Advocate, or Account Manager
• Fluent English and Spanish
• Proven success in monthly and quarterly sales forecasting
• Solid business acumen and tech-savvy with a strong ability to focus on customer business value, ROI, and customer solutions.
• Strong ability to articulate product features in an easy to understand language to inspire sales, build trust and establish long-term relationships
• Experience in creating sales strategies inclusive of 3rd party solutions.
• Strong communication and presentation skills via various platforms, including by phone, video, and email.
• Commitment to Results: Consistently achieves results, demonstrating high performance and challenging self and others to deliver results.
• Customer Focus: Demonstrates a desire to proactively help and serve internal/external customers to meet their needs.
• Negotiation: Successfully obtains commitment to a solution or idea, while maintaining integrity and relationships.
• Perseverance: Pursues everything with energy, drive, and a need to finish - doesn’t give up.
• Collaboration and Teamwork: Works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs.
• Interpersonal Savvy: Relates openly and comfortably with diverse groups of people.

WHO YOU ARE:

• Solution seeker. You’re focused on tackling new challenges, solving problems, and moving the business forward—and you don’t wait to be asked.
• Lifelong learner. You have a growth mindset – you’re here to learn, experiment, seek, apply, and provide feedback, share what works with your team, and move on from what doesn’t.
• Resilient adapter. In the face of change and challenges, you bring a thoughtful, calm approach, and a focus on finding the new opportunity.
• Intentional collaborator. You build positive working relationships across the business, bringing people together to foster new opportunities and to facilitate the efficient flow of information.
• Critical challenger. You have the trust in your team to ask difficult questions in order to get to the best end result.
• Active communicator. You listen actively and communicate ideas and information clearly, inclusively, and proactively.
• Integrated thinker. You look beyond your role and responsibilities to understand how your team’s work drives broader organizational goals.
• Accountable owner. You take pride in the work you’re responsible for with a mindset of ultimate accountability and reliability for the outcomes.
• Bar-raiser. You step up to help your team grow and succeed, even when that means going beyond what might be expected.

In all we do, our six guiding principles light the way:

Step Up: Show the world what it looks like to live and work by these guiding principles. #StepUp

One Team: Make Hootsuite a place where everyone feels safe, welcome, valued, and empowered to do their best  work without compromising who they are. #OneTeam #FreeToBeMe

Customer Obsessed: Focus relentlessly on helping our customers succeed. #CustomerObsessed

Go Fast, Be Agile: Widen our competitive advantage by committing to speed and simplicity over perfection and complexity. #GoFastBeAgile

Play to Win: Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders. #PlayToWin #NoExcuses

Neighbours & Allies: Give back to our communities and be an ally. #SocialForGood #Allies

Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.

This posting is for a current vacancy for which we are actively hiring.

#LI-IA1 #LI-Hybrid

We’re looking for Enterprise Customer Advocate to help us assist our highest valued Enterprise customer accounts with prompt, friendly and accurate help through any medium or channel. In this role, you’ll support the customer onboarding process and report trends and patterns related to Support escalation workflows. You’ll communicate with our global Enterprise customers in an efficient, professional and engaging manner.

This role is dedicated Talkwalker role, hybrid role and is open to applicants located within Mexico City, Mexico and Vancouver, Canada. In this role, you will report to the Senior Manager, Customer Support.

**Por favour asegúrese de que su currículum y su solicitud estén en inglés.**

WHAT YOU’LL DO:

• Provide subject matter expertise, within an accelerated SLA to Hootsuite’s highest-valued customer accounts - Enterprise Standard, Premier, Strategic, including all 3rd party Partner Support programs [Digital Services Partner (DSP) and Independent Software Vendors (ISV)] 
• Embrace a customer first mindset to address and resolve customer questions, issues, and concerns 
• Efficiently troubleshoot reported issues or queries in detail to diagnose and differentiate between product and non-product issues in order to provide accurate, valid and complete information to our customers. 
• Help identify and report patterns, trends, or wide spread issues impacting Hootsuite products and services following all applicable Support escalation workflows
• Perform and complete customer account related work pertaining to the implementation, configuration, or onboarding of large Enterprise customers as required (varies by scale and complexity) 
• Identify opportunities for cross/up-sell and connect clients with their CAM/CSM for discussion on the best overall solution for them to maximize the value of Hootsuite
• Communicate in an engaging, helpful and professional tone across all channels including email (tickets), chat and phones. 
• Collaborate closely with Customer & Expansion team colleagues to prioritize the customer experience and streamline resolution of any client concerns. 

WHAT YOU’LL NEED:

• Up to 2 years in a product or customer technical support role. 
• Excellent interpersonal, verbal, and written communication skills. 
• Ability to multitask, attention to detail and time management are essential. 
• Knowledge of ticketing platforms i.e. Salesforce and Jira is a plus. 
• Experience in a multi-channel environment (Phone/Chat/Email). 
• Deep understanding of Hootsuite’s features, functionality and how to troubleshoot problems in our suite of products. 
• Strong work ethic to handle multiple requests with exceptional follow-through 
• Excellent knowledge and passion for social environments [Facebook, Instagram, Twitter, LinkedIn, TikTok etc]. 
• Resilience, Tolerance for Change/Ambiguity: Can effectively cope with change, finding ways to advance work and projects.

WHO YOU ARE:

• Solution seeker. You’re focused on tackling new challenges, solving problems, and moving the business forward—and you don’t wait to be asked.
• Lifelong learner. You have a growth mindset – you’re here to learn, experiment, seek, apply, and provide feedback, share what works with your team, and move on from what doesn’t.
• Resilient adapter. In the face of change and challenges, you bring a thoughtful, calm approach, and a focus on finding the new opportunity.
• Intentional collaborator. You build positive working relationships across the business, bringing people together to foster new opportunities and to facilitate the efficient flow of information.
• Critical challenger. You have the trust in your team to ask difficult questions in order to get to the best end result.
• Active communicator. You listen actively and communicate ideas and information clearly, inclusively, and proactively.
• Integrated thinker. You look beyond your role and responsibilities to understand how your team’s work drives broader organizational goals.
• Accountable owner. You take pride in the work you’re responsible for with a mindset of ultimate accountability and reliability for the outcomes.
• Bar-raiser. You step up to help your team grow and succeed, even when that means going beyond what might be expected.

In all we do, our six guiding principles light the way:

Step Up: Dare to go beyond the expected to achieve greatness. #StepUp

One Team: Make Hootsuite a place we soar together by respecting each other's individuality, building trust, and showing up for the team. #OneTeam #FreeToBeMe

Customer Obsessed: Focus relentlessly on helping our customers succeed. #CustomerObsessed

Go Fast, Be Agile: Widen our competitive advantage by committing to speed and simplicity over perfection and complexity. #GoFastBeAgile

Play to Win: Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders. #PlayToWin #NoExcuses

Neighbours & Allies: Give back to our communities and be an ally. #SocialForGood #Allies

Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.

This posting is for a current vacancy for which we are actively hiring.

#LI-AD #LI-Hybrid

About the Team

The Quality Assurance team drives customer support insights to both our internal & BPO partner stakeholders, utilizing our quality assurance audit data as well as exciting new technologies in Conversational Intelligence AI. The team’s primary role will be to establish mechanisms to ensure our quality audits consistently provide insights that drive process improvements in our support experience.

About the Role

As a Senior Associate, Calibration Insights Analyst, you’ll be a key architect of calibration excellence across DoorDash Support. You will lead analytical deep dives to identify root causes of quality misalignment, investigate edge cases, and surface systemic opportunities to improve how our GenAI-powered QA systems operate.

You’ll collaborate closely with Model Calibration Specialists, the Performance Excellence team, and stakeholders across CXI to implement projects that improve agent performance, policy alignment, and customer outcomes. You’ll help maintain trust in our machine learning model’s QA outputs by ensuring our quality signals are precise, fair, and strategically useful.

This role requires comfort working with GPT/LLM-based systems and the ability to turn raw calibration data into insights that influence our long-term QA strategy.

You will report to the Supervisor Model Calibration Team (MCT) in our CXI QA organization. This role is hybrid and will require an in-office presence, typically 1 day per week, or as the business needs dictate.

You're excited about this opportunity because you will…

• Develop deep expertise in DoorDash’s QA systems and operational processes to guide meaningful calibration and KPI improvements across multiple lines of business.
• Assist with cross-functional projects by establishing success metrics, coordinating stakeholders, removing blockers, and clearly communicating progress toward goals.
• Conduct deep dives & root cause analyses (RCAs) on failure patterns, reversals, and edge cases to uncover inaccuracy trends/drivers.
• Create data models and dashboards to track calibration metrics, auditor accuracy, and sentiment/resolution trends.
• Partner with the Performance Excellence team and Support Operations stakeholders to translate calibration insights into QA strategy improvements.

We're excited about you because… 

• You have a Bachelor’s degree or equivalent experience.
• You bring 4+ years in support operations, QA, trust & safety, or a similar customer-facing analytical role.
• You can communicate with customers, cross-functional partners, and senior leaders effectively.
• You enjoy the opportunity to think outside of the box. You can translate goals and blockers into relevant plans for the department. 
• Produce recommendations and use data analysis and hypothesis testing to validate your findings. 
• You’re passionate about identifying opportunities through operating at the lowest level of detail and using a first-principles approach to problem-solving.
• You're proficient in Microsoft and/or Google Suite.
• You have experience working with Conversational Intelligence, GPT-based tools, or QA signal models.

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey

About the Team

Our Ads & Promotions Operations team operates at the intersection of e-commerce, marketing, and advertising. We ensure our promotional and advertising campaigns deliver high-quality experiences for consumers and merchants while driving performance for advertisers. In this role, you will be directly responsible for managing our promotional & advertising campaigns across our restaurant business by working cross functionally with our sales, product and engineering teams..

About the Role

As a promo operations associate, you will support the integrity and scalability of DoorDash’s advertising programs by building full-serve promotions, assisting during the QA process and monitoring live campaigns to ensure they reach our customers’ and merchants’ expectations.

In this role, you will…

• Own rapid-turn promo campaigns for enterprise and midmarket restaurants
• Partner cross-functionally with our account teams across our restaurant business to ensure campaigns are executed flawlessly
• Navigate a bifurcated campaign management system as we adopt a brand new Ads Manager flow while continuing to incorporate features from our internal legacy software
• Leverage SQL to extract, manipulate, and analyze large datasets to support campaign performance tracking and operational decision-making
• Assist with data entry projects to drive our migration and adoption of Ads Manager
• Work with product and engineering, using data and operational feedback to drive product improvements which directly improve campaign accuracy, efficiency, and the launch new features
• Use new AI-supported tools to create process improvements to drive more efficient workflows with cross-functional teams

You’re excited about this opportunity because you will…

• Operate- You’re not afraid to dig deep into the technical and operational details, troubleshoot issues, and become an expert in new tools and workflows as the company continues to innovate and grow.
• Build- You enjoy building & maintaining processes that improve accuracy, efficiency, and scalability for campaign operations.
• Analyze- You’re comfortable translating complex data into clear, actionable recommendations that improve campaign accuracy, efficiency, and overall business impact.
• Partner- You thrive in cross-functional environments and can collaborate effectively with Sales, Product, Engineering and Marketing teams.
• Manage- You can balance multiple workstreams simultaneously, utilize cutting edge AI-driven tooling, maintain strong organization, and deliver clear and actionable insights.

We’re excited about you because…

• You have 2+ years of experience in scaled ad operations, digital advertising, data entry, or data audit; high growth startup experience preferred.
• You have excellent communication skills, can manage effectively in a matrixed environment and can move quickly to balance and reprioritize campaigns based on changing information.
• You have 2+ years of experience with writing SQL queries, diagnosing data and creating dashboard cross functional partners will utilize
• You are extremely organized and detail-oriented, with the ability to manage high volume in a fast-paced environment while maintaining our best in class quality expectations.
• You have a strong ability to work autonomously to troubleshoot issues, communicate to cross-functional stakeholders, escalate when required, and drive campaign issues to full resolution.
• You’re a self-starter who thrives in changing environments and is eager to expand your skill set.

Nice to haves

• You have experience editing SQL queries
• You have design experience with industry leading tools such as Figma and Photoshop
• You have experience driving product improvements with product, engineering, and other cross-functional teams
• You have utilized AI tools in the past like Claude, ChatGPT or Gemini to improve and enhance your workflows
• You have experience pulling reports from Salesforce, Sigma, Tableau, or another data

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey

About the Role - Customer Experience Agent at DoorDash!

We’re looking to grow our Marketplace Live Operations team by leaps and bounds. Join DoorDash as a Marketplace Live Operations Representative to become an expert in addressing the most pressing needs and concerns of DoorDash’s thousands of partner merchants, customers, and dashers worldwide. You’ll be part of an exciting, rapidly-growing team designed to take our support to the next level. Representatives will report to the Marketplace Live Operations Supervisor.

Note: We are a 24 hour/365 day operation. An Agent will be assigned a schedule that may include evenings, weekends, or holidays. These schedules will be adjusted periodically to meet the needs of our business. 

Job Highlights:

• Full-time position
• Weekly pay (every Friday)
• Direct contract with DoorDash

Compensation and Bonuses:

• Base salary: $15,000 MXN monthly
• Monthly wellness bonus: $1,000 MXN
• Monthly grocery vouchers: $1,000 MXN
• Performance bonus: Up to $3,750 MXN

Additional Benefits:

• Paid personal days in addition to legally mandated vacation days
• Work-from-home equipment provided
• Life insurance
• Aguinaldo: 15 days
• Savings fund: 10%

Social Security and Medical Coverage:

• IMSS
• Ambulance service: 5 free events
• Medical assistance at home: 2 free events, subsequent services at preferential costs
• 24/7 medical orientation: Free phone consultations year-round
• Psychological assistance: Free initial consultation, preferential rates for additional sessions
• Unlimited nutritional guidance: Available Monday-Saturday, 9:00 AM - 9:00 PM
• Home nursing services
• Dental assistance and vision care program

You're excited about this opportunity because you will...

• Handle three main channels: Inbound Calls, Chats, and Emails for DoorDash’s partner merchants, customers, and dashers worldwide while maintaining an outstanding experience in every interaction.
• Address time-sensitive issues, such as payments, account questions, driver issues, or troubleshooting with professionalism in a timely manner.
• Develop deep expertise in how DoorDash’s processes, systems, and resources work, and how to use them to drive positive outcomes
• Demonstrate effective communication skills and relationship-building.
• Excel at Quality! We want to be the best Customer Experience Company out there!

We're excited about you because...

• You have at least 1 year of experience troubleshooting customer issues using email, phone, and chat.
• You can speak fluent English and have above average technical fluency (typing speed of 40 WPM).
• You have experience in a fast-paced customer service role and are resilient in an ever-changing environment. 
• You have effective written communication skills--including top-notch grammar, spelling, and the ability to write both formally and casually using DoorDash’s brand voice and tone.
• You are a highly-motivated individual that works well in a team environment. 
• You are above average in technological fluency, including smartphone application navigation, computer function navigation, such as using hotkeys for copy/paste, opening multiple tabs, email
• You are customer-centric and you love helping people.
• You have high emotional intelligence and you are great at building relationships.
• You are very organized--you can juggle both issue resolution & concise communication.
• You have experience maintaining a high level of professionalism.

Why You’ll Love Working at DoorDash...

• We are leaders - Leadership is not limited to our management team. It’s something everyone at DoorDash embraces and embodies.
• We are doers - We believe the only way to predict the future is to build it. Creating solutions that will lead our company and our industry is what we do -- on every project, every day.
• We are learning - We’re not afraid to dig in and uncover the truth, even if it’s scary or inconvenient. Everyone here is continually learning on the job, no matter if we’ve been in a role for one year or one minute.
• We are customer obsessed - Our mission is to grow and empower local economies. We are committed to our customers, merchants, and dashers and believe in connecting people with possibility.
• We are all DoorDash - The magic of DoorDash is our people, together making our inspiring goals attainable and driving us to greater heights.
• We offer great compensation

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey

About the Role

We’re looking to grow our Marketplace Live Operations team by leaps and bounds. Join DoorDash as a Marketplace Live Operations Representative to become an expert in addressing the most pressing needs and concerns of DoorDash’s thousands of partner merchants, customers, and dashers worldwide. You’ll be part of an exciting, rapidly-growing team designed to take our support to the next level. Representatives will report to the Marketplace Live Operations Supervisor.

Note: We are a 24 hour/365 day operation. An Agent will be assigned a schedule that may include evenings, weekends, or holidays. These schedules will be adjusted periodically to meet the needs of our business. 

Job Highlights:

• Full-time position
• Weekly pay (every Friday)
• Direct contract with DoorDash

Compensation and Bonuses:

• Base salary: $15,000 MXN monthly
• Monthly wellness bonus: $1,000 MXN
• Monthly grocery vouchers: $1,000 MXN
• Performance bonus: Up to $3,750 MXN

Additional Benefits:

• Paid personal days in addition to legally mandated vacation days
• Work-from-home equipment provided
• Life insurance
• Aguinaldo: 15 days
• Savings fund: 10%

Social Security and Medical Coverage:

• IMSS
• Ambulance service: 5 free events
• Medical assistance at home: 2 free events, subsequent services at preferential costs
• 24/7 medical orientation: Free phone consultations year-round
• Psychological assistance: Free initial consultation, preferential rates for additional sessions
• Unlimited nutritional guidance: Available Monday-Saturday, 9:00 AM - 9:00 PM
• Home nursing services
• Dental assistance and vision care program

You're excited about this opportunity because you will...

• Handle three main channels: Inbound Calls, Chats, and Emails for DoorDash’s partner merchants, customers, and dashers worldwide while maintaining an outstanding experience in every interaction.
• Address time-sensitive issues, such as payments, account questions, driver issues, or troubleshooting with professionalism in a timely manner.
• Develop deep expertise in how DoorDash’s processes, systems, and resources work, and how to use them to drive positive outcomes
• Demonstrate effective communication skills and relationship-building.
• Excel at Quality! We want to be the best Customer Experience Company out there!

We're excited about you because...

• You have at least 1 year of experience troubleshooting customer issues using email, phone, and chat.
• You can speak fluent English and have above average technical fluency (typing speed of 40 WPM).
• You have experience in a fast-paced customer service role and are resilient in an ever-changing environment. 
• You have effective written communication skills--including top-notch grammar, spelling, and the ability to write both formally and casually using DoorDash’s brand voice and tone.
• You are a highly-motivated individual that works well in a team environment. 
• You are above average in technological fluency, including smartphone application navigation, computer function navigation, such as using hotkeys for copy/paste, opening multiple tabs, email
• You are customer-centric and you love helping people.
• You have high emotional intelligence and you are great at building relationships.
• You are very organized--you can juggle both issue resolution & concise communication.
• You have experience maintaining a high level of professionalism.

Why You’ll Love Working at DoorDash...

• We are leaders - Leadership is not limited to our management team. It’s something everyone at DoorDash embraces and embodies.
• We are doers - We believe the only way to predict the future is to build it. Creating solutions that will lead our company and our industry is what we do -- on every project, every day.
• We are learning - We’re not afraid to dig in and uncover the truth, even if it’s scary or inconvenient. Everyone here is continually learning on the job, no matter if we’ve been in a role for one year or one minute.
• We are customer obsessed - Our mission is to grow and empower local economies. We are committed to our customers, merchants, and dashers and believe in connecting people with possibility.
• We are all DoorDash - The magic of DoorDash is our people, together making our inspiring goals attainable and driving us to greater heights.
• We offer great compensation

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey

About the Team

As one of DoorDash’s core teams, the Customer Experience Team ensures that when there are bumps in the last mile, there’s always someone there to help make things right. Our team manages DoorDash’s day-to-day customer operations, with the ultimate goal of growing the business by delivering on our promise of excellence and value. The team is responsible for supporting teammates with questions for phone calls and casework on a day-to-day basis to ensure appropriate workflows are used and finding solutions to ensure a stellar customer experience. Teammates can expect to use multiple means of communication to help educate our teammates which include but are not limited to Slack, Zoom and SME phone lines. The team is supporting all content and occupancy-related concerns a teammate has by following standard processes plus, escalating issues in which workflows do not exist. 

About the Role

As an Elite 0.5% Customer Support Agent, you will be part of a team that consistently delivers a superior customer experience to our most discerning customers—VIP and Elite CX. This role requires a unique combination of empathy, adaptability, and strong problem-solving skills. You will interact with customers in real time, ensuring efficient, friction-free resolutions while maintaining a warm, personable tone that reflects our brand's values.

You will receive specialized training to support your development into an Elite agent, where you’ll learn best-in-class techniques for handling complex issues, improving customer satisfaction, and driving business results.

You’re excited about this opportunity because you will…

• Enjoy working cross-functionally across different departments to get issues resolved.
• Have a passion for guiding others to find solutions versus telling them the answer.
• Track and trend data that can be leveraged to improve the department’s performance by providing knowledge-based training
• Take ownership of complex cases and are empowered to find a resolution
• Help with occupancy by reviewing AUX codes to ensure efficient staffing throughout the day.
• Review teammate cases to identify opportunities for improvement
• Setting your peers up for success by sharing the end of shift reporting to arm them with trends for call drivers, known issues, or bugs plus any other necessary information.
• Untap your leadership potential by helping to guide and support others and build the skills for your own future development.
• Learn and stay up to date with correct processes, policies, and changes that will impact teammates and customers.
• Partner with stakeholders to improve our products, services, processes, and policies
• Develop deep expertise in how DoorDash’s processes, systems, and resources work, and how to use them to drive positive outcomes for our customers and agents 

We’re excited about you because…

• Deliver Exceptional Experiences: You’ll be part of an exclusive Elite 0.5% Team dedicated to providing the highest level of service to our most valued customers—ensuring each interaction is empathetic, efficient, and exceeds expectations. Your work will directly impact customer satisfaction, fostering long-term loyalty and turning Elite CX into advocates for DoorDash.
• Grow Through Continuous Learning: You will receive specialized training, including our Elite Refresher Course, which equips you with proven techniques from top agents to refine your communication skills, problem-solving, and empathy. As you progress, you’ll engage in shadowing and coaching sessions, learning from the best in the business and applying those insights to make every customer feel heard and valued.
• Be Part of a High-Performance Team: The Elite 0.5% Team sets the gold standard for customer support, and you’ll collaborate with top agents to refine your skills and stay on the cutting edge of service excellence. By participating in roundtables and peer learning, you’ll continuously evolve as you share best practices and improve together.
• Make a Real Impact on KPIs: Your success in this role will directly contribute to DoorDash’s growth. By providing friction-free resolutions to Elite CX, you'll help boost DWR, reduce response times, and improve FCR, all of which directly impact revenue and customer retention.
• Shape the Elite CX Experience: This is not just about answering questions—it’s about making a lasting impression. You'll be empowered to create "Golden Chats" that showcase your ability to adapt to the unique needs of Elite CX, blending your skills and knowledge with a natural, authentic communication style.
• Elevate Your Career: As you consistently meet and exceed performance expectations, you’ll have the chance to grow in your role, whether that means taking on more complex cases or moving into leadership opportunities. This is a place where your willingness to learn and drive for excellence will be recognized and rewarded

Why You’ll Love Working at DoorDash

• We are leaders - Leadership is not limited to our management team. It’s something everyone at DoorDash embraces and embodies.
• We are doers - We believe the only way to predict the future is to build it. Creating solutions that will lead our company and our industry is what we do -- on every project, every day. 
• We are learners - Everyone here is continually learning on the job, no matter if we’ve been in a role for one year or one minute.
• We are customer-obsessed - Our mission is to grow and empower local economies. We are committed to our customers, merchants, and dashers and believe in connecting people with possibility.
• We are all DoorDash - The magic of DoorDash is our people, together making our inspiring goals attainable and driving us to greater heights. 

We offer great compensation packages and comprehensive health benefits.

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey

About the Team

As one of DoorDash’s core teams, the Customer Experience Team ensures that when there are bumps in the last mile, there’s always someone there to help make things right. Our team manages DoorDash’s day-to-day customer operations, with the ultimate goal of growing the business by delivering on our promise of excellence and value. The team is responsible for supporting teammates with questions for phone calls and casework on a day-to-day basis to ensure appropriate workflows are used and finding solutions to ensure a stellar customer experience. Teammates can expect to use multiple means of communication to help educate our teammates which include but are not limited to Slack, Zoom and SME phone lines. The team is supporting all content and occupancy-related concerns a teammate has by following standard processes plus, escalating issues in which workflows do not exist. 

About the Role

As an Elite 0.5% Customer Support Agent, you will be part of a team that consistently delivers a superior customer experience to our most discerning customers—VIP and Elite CX. This role requires a unique combination of empathy, adaptability, and strong problem-solving skills. You will interact with customers in real time, ensuring efficient, friction-free resolutions while maintaining a warm, personable tone that reflects our brand's values.

You will receive specialized training to support your development into an Elite agent, where you’ll learn best-in-class techniques for handling complex issues, improving customer satisfaction, and driving business results.

You’re excited about this opportunity because you will…

• Enjoy working cross-functionally across different departments to get issues resolved.
• Have a passion for guiding others to find solutions versus telling them the answer.
• Track and trend data that can be leveraged to improve the department’s performance by providing knowledge-based training
• Take ownership of complex cases and are empowered to find a resolution
• Help with occupancy by reviewing AUX codes to ensure efficient staffing throughout the day.
• Review teammate cases to identify opportunities for improvement
• Setting your peers up for success by sharing the end of shift reporting to arm them with trends for call drivers, known issues, or bugs plus any other necessary information.
• Untap your leadership potential by helping to guide and support others and build the skills for your own future development.
• Learn and stay up to date with correct processes, policies, and changes that will impact teammates and customers.
• Partner with stakeholders to improve our products, services, processes, and policies
• Develop deep expertise in how DoorDash’s processes, systems, and resources work, and how to use them to drive positive outcomes for our customers and agents 

We’re excited about you because…

• Deliver Exceptional Experiences: You’ll be part of an exclusive Elite 0.5% Team dedicated to providing the highest level of service to our most valued customers—ensuring each interaction is empathetic, efficient, and exceeds expectations. Your work will directly impact customer satisfaction, fostering long-term loyalty and turning Elite CX into advocates for DoorDash.
• Grow Through Continuous Learning: You will receive specialized training, including our Elite Refresher Course, which equips you with proven techniques from top agents to refine your communication skills, problem-solving, and empathy. As you progress, you’ll engage in shadowing and coaching sessions, learning from the best in the business and applying those insights to make every customer feel heard and valued.
• Be Part of a High-Performance Team: The Elite 0.5% Team sets the gold standard for customer support, and you’ll collaborate with top agents to refine your skills and stay on the cutting edge of service excellence. By participating in roundtables and peer learning, you’ll continuously evolve as you share best practices and improve together.
• Make a Real Impact on KPIs: Your success in this role will directly contribute to DoorDash’s growth. By providing friction-free resolutions to Elite CX, you'll help boost DWR, reduce response times, and improve FCR, all of which directly impact revenue and customer retention.
• Shape the Elite CX Experience: This is not just about answering questions—it’s about making a lasting impression. You'll be empowered to create "Golden Chats" that showcase your ability to adapt to the unique needs of Elite CX, blending your skills and knowledge with a natural, authentic communication style.
• Elevate Your Career: As you consistently meet and exceed performance expectations, you’ll have the chance to grow in your role, whether that means taking on more complex cases or moving into leadership opportunities. This is a place where your willingness to learn and drive for excellence will be recognized and rewarded

Why You’ll Love Working at DoorDash

• We are leaders - Leadership is not limited to our management team. It’s something everyone at DoorDash embraces and embodies.
• We are doers - We believe the only way to predict the future is to build it. Creating solutions that will lead our company and our industry is what we do -- on every project, every day. 
• We are learners - Everyone here is continually learning on the job, no matter if we’ve been in a role for one year or one minute.
• We are customer-obsessed - Our mission is to grow and empower local economies. We are committed to our customers, merchants, and dashers and believe in connecting people with possibility.
• We are all DoorDash - The magic of DoorDash is our people, together making our inspiring goals attainable and driving us to greater heights. 

We offer great compensation packages and comprehensive health benefits.

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey

About the Team

• Our Quality Assurance (QA) team is dedicated to ensuring exceptional customer experiences through consistent evaluation, coaching, and performance improvement. We work behind the scenes to monitor interactions between teammates and our customers, measuring adherence to company policies, communication standards, and service excellence.
• As a collaborative group of detail-oriented professionals, we partner closely with operations, training, and leadership teams to identify trends and highlight opportunities. Our goal is to foster a culture of continuous improvement by providing actionable feedback and insights that empower our agents to deliver service that not only meets but exceeds customer expectations.
• With a strong focus on integrity, accuracy, and teamwork, the QA team plays a critical role in supporting both onshore and offshore operations, ensuring consistency across all touchpoints in the customer journey.
• DoorDash operates a hybrid model to allow our teams the convenience of working from home while adding purposeful time in the office to collaborate with others, foster a team culture, develop careers, and drive a sense of belonging.
• Currently, our employees work in the office at least 2 days per week.

About the Role

The Quality Supervisor plays a key leadership role within the Quality Assurance (QA) team, overseeing the evaluation process that ensures customer interactions meet established service and compliance standards. This position is responsible for guiding and supporting a team of QA auditors, Subject Matter Experts, and Analysts in driving quality initiatives and partnering with cross-functional teams to enhance the overall customer experience.

As a Quality Supervisor, you will monitor team performance, calibrate quality standards, and deliver insights that help shape training programs, agent development, and operational improvements. Your role bridges frontline QA efforts with strategic business goals, ensuring consistency, fairness, and excellence across all customer touchpoints.

Key Contributions:

• Lead and support a team of QA analysts, providing coaching, mentorship, and development opportunities.
• Oversee the end-to-end quality monitoring process, ensuring accuracy, consistency, and timeliness.
• Analyze quality trends, customer feedback, and performance data to identify strengths and areas for improvement.
• Partner with Operations, Training, and Workforce Management to align QA metrics with business priorities.
• Conduct calibration sessions to maintain scoring consistency across all evaluators.
• Prepare and present QA reports, dashboards, and recommendations to leadership.
• Drive continuous improvement initiatives focused on enhancing service quality and customer satisfaction.

You’re excited about this opportunity because you will…

• You should be excited about this role because it puts you at the heart of transforming customer experiences. As a Quality Supervisor, you're not just auditing calls—you’re shaping the voice of the company. You’ll have a direct impact on service excellence by guiding your team, influencing agent performance, and driving improvements that really matter to both the business and the people we serve.
• It’s a chance to lead with purpose – You’ll mentor and develop a team that champions consistency and fairness. Create real change – Your insights influence training, coaching, and operational decisions.  Bridge people and performance – You’ll collaborate with leadership, support agents, and cross-functional partners to raise the bar on quality.  Grow your career – With exposure to performance data, strategy, and leadership, you’ll build skills that are highly valuable in any direction you want to grow, whether that’s into senior leadership, training, operations, or beyond.
• Make an impact daily – Every call you review, every trend you catch, and every piece of feedback you give contributes to better customer outcomes and stronger team performance.  If you’re passionate about people, processes, and performance—and love turning insights into action—this is a role where you can truly thrive.

We’re excited about you because…

Your background and career path clearly show a commitment to delivering on results, developing teams, and quickly identifying opportunities to deliver a better product.

• Bilingual Spanish / English. You can demonstrate fluent communication in two languages, meaning you can speak, listen, read, and write in both languages with ease and accuracy.
• Minimum 2 years of team leadership experience in a contact center environment
• Minimum 3 years of experience in a quality environment 
• Exceptional verbal and written skills
• Ability to coach, train, and motivate individuals, and evaluate their work performance
• Excellent problem-solving, Leadership, and Customer Service skills
• Proficient with technology, especially computers, software applications, and phone systems
• Experience working with: Salesforce, ObserveAI, G-Suite, Tableau, Sigma
• Experience working with cross-cultural teams 
• Strong leadership and people management skills.
• Deep understanding of contact center operations and quality standards.
• An analytical mindset with the ability to translate data into actionable strategies.
• Excellent communication and interpersonal abilities.
• A passion for coaching, process improvement, and delivering a best-in-class customer experience.

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey

About the Team

The Quality Assurance team drives customer support insights to both our internal & BPO partner stakeholders, utilizing our quality assurance audit data as well as exciting new technologies in Conversational Intelligence AI. The team’s primary role will be to establish mechanisms to ensure our quality audits consistently provide insights that drive process improvements in our support experience.

About the Role

As a Senior Associate, Calibration Insights Analyst, you’ll be a key architect of calibration excellence across DoorDash Support. You will lead analytical deep dives to identify root causes of quality misalignment, investigate edge cases, and surface systemic opportunities to improve how our GenAI-powered QA systems operate.

You’ll collaborate closely with Model Calibration Specialists, the Performance Excellence team, and stakeholders across CXI to implement projects that improve agent performance, policy alignment, and customer outcomes. You’ll help maintain trust in our machine learning model’s QA outputs by ensuring our quality signals are precise, fair, and strategically useful.

This role requires comfort working with GPT/LLM-based systems and the ability to turn raw calibration data into insights that influence our long-term QA strategy.

You will report to the Supervisor Model Calibration Team (MCT) in our CXI QA organization. This role is hybrid and will require an in-office presence, typically 1 day per week, or as the business needs dictate.

You're excited about this opportunity because you will…

• Develop deep expertise in DoorDash’s QA systems and operational processes to guide meaningful calibration and KPI improvements across multiple lines of business.
• Assist with cross-functional projects by establishing success metrics, coordinating stakeholders, removing blockers, and clearly communicating progress toward goals.
• Conduct deep dives & root cause analyses (RCAs) on failure patterns, reversals, and edge cases to uncover inaccuracy trends/drivers.
• Create data models and dashboards to track calibration metrics, auditor accuracy, and sentiment/resolution trends.
• Partner with the Performance Excellence team and Support Operations stakeholders to translate calibration insights into QA strategy improvements.

We're excited about you because… 

• You have a Bachelor’s degree or equivalent experience.
• You bring 4+ years in support operations, QA, trust & safety, or a similar customer-facing analytical role.
• You can communicate with customers, cross-functional partners, and senior leaders effectively.
• You enjoy the opportunity to think outside of the box. You can translate goals and blockers into relevant plans for the department. 
• Produce recommendations and use data analysis and hypothesis testing to validate your findings. 
• You’re passionate about identifying opportunities through operating at the lowest level of detail and using a first-principles approach to problem-solving.
• You're proficient in Microsoft and/or Google Suite.
• You have experience working with Conversational Intelligence, GPT-based tools, or QA signal models.

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey

About the Team

The Sales Analytics team at DoorDash is responsible for getting the right information and insights out to drive our business goals. As DoorDash grows both in scale and breadth of offering, the strength of our sales engine and organizational structure must grow with it.

About the Role

You will be focused on partnering with our sales & strategy teams, who help solve pain points for small business (SMB) merchants on the Doordash platform through various methods such as new product adoption. You will lead analyses to guide our sales team with data-driven insights to unlock growth opportunities within their accounts. This cross-functional role will partner with sales, operations, product, and strategy teams.

You will report into a Senior Manager on our Sales Analytics team, which is part of our Sales Operations organization.

You’re excited about this opportunity because you will…

• Strategize – Devise and execute initiatives against the overall sales org strategy for “winning the merchant” while managing stakeholders across multiple lines of business
• Experiment – Use data-driven decision-making and sound business judgment to run sales tests and lead market intelligence efforts
• Optimize – Build the best merchant acquisition engine so DoorDash continues to offer the highest quality selection for its customers
• Analyze – Build models to evaluate the economics, value, and opportunity costs of strategic initiatives to improve sales performance
• Influence – Manage cross-functional projects with our sales, partner management, operations, product, engineering, business operations and BD teams to improve the merchant experience and achieve targets

We’re excited about you because…

• You have 2+ years of experience in Analytics, Consulting, or Strategy
• You have a bachelors degree or higher 
• You are highly technical with advanced SQL, basic Python/R, and data modeling experience.
• You are an excellent analytical thinker who can deliver actionable recommendations out of complex datasets; Salesforce experience strongly preferred
• You have a proven track record of leading cross-functional initiatives, hitting goals by tracking OKRs, and succeeding in a complex and fast moving environment
• You’ll want to dive into and participate in company wide training programs (WeDash, etc.) 
• You map complex operational workflows, diagnose data gaps, and architect AI-driven solutions end-to-end—from process discovery through prototype to production deployment. You build in AI tooling (e.g., Claude, ChatGPT, etc.) and ship real automation that eliminates manual work, closes visibility gaps, and accelerates decision-making across the business. You think in systems, not features. You treat every broken process as a build opportunity and every data gap as a use case waiting to be deployed. This is not an AI-curious role; this is an AI-native operating environment where you are expected to build, test, and iterate continuously.

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey

About the Team

The Quality Assurance team drives customer support insights to both our internal & BPO partner stakeholders, utilizing our quality assurance audit data as well as exciting new technologies in Conversational Intelligence AI. The team’s primary role will be to establish mechanisms to ensure our quality audits consistently provide insights that drive process improvements in our support experience.

About the Role

As a Senior Associate, Calibration Insights Analyst, you’ll be a key architect of calibration excellence across DoorDash Support. You will lead analytical deep dives to identify root causes of quality misalignment, investigate edge cases, and surface systemic opportunities to improve how our GenAI-powered QA systems operate.

You’ll collaborate closely with Model Calibration Specialists, the Performance Excellence team, and stakeholders across CXI to implement projects that improve agent performance, policy alignment, and customer outcomes. You’ll help maintain trust in our machine learning model’s QA outputs by ensuring our quality signals are precise, fair, and strategically useful.

This role requires comfort working with GPT/LLM-based systems and the ability to turn raw calibration data into insights that influence our long-term QA strategy.

You will report to the Supervisor Model Calibration Team (MCT) in our CXI QA organization. This role is hybrid and will require an in-office presence, typically 1 day per week, or as the business needs dictate.

You're excited about this opportunity because you will…

• Develop deep expertise in DoorDash’s QA systems and operational processes to guide meaningful calibration and KPI improvements across multiple lines of business.
• Assist with cross-functional projects by establishing success metrics, coordinating stakeholders, removing blockers, and clearly communicating progress toward goals.
• Conduct deep dives & root cause analyses (RCAs) on failure patterns, reversals, and edge cases to uncover inaccuracy trends/drivers.
• Create data models and dashboards to track calibration metrics, auditor accuracy, and sentiment/resolution trends.
• Partner with the Performance Excellence team and Support Operations stakeholders to translate calibration insights into QA strategy improvements.

We're excited about you because… 

• You have a Bachelor’s degree or equivalent experience.
• You bring 4+ years in support operations, QA, trust & safety, or a similar customer-facing analytical role.
• You can communicate with customers, cross-functional partners, and senior leaders effectively.
• You enjoy the opportunity to think outside of the box. You can translate goals and blockers into relevant plans for the department. 
• Produce recommendations and use data analysis and hypothesis testing to validate your findings. 
• You’re passionate about identifying opportunities through operating at the lowest level of detail and using a first-principles approach to problem-solving.
• You're proficient in Microsoft and/or Google Suite.
• You have experience working with Conversational Intelligence, GPT-based tools, or QA signal models.

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey

About the Team

As one of DoorDash's core operations teams, Customer Experience and Support Ops, ensures that when there are bumps in the last mile, there's always someone there to help make things right. Our team designs and manages DoorDash's large and growing global network of support centers to create the best customer experiences, with the ultimate goal of delivering an outstanding customer experience as reliably as possible.

About the Role

We are looking for a Merchant Experience Partner to partner with our high value merchants for a respective book of business to help solve their most pressing issues and provide the opportunity to improve their overall merchant experience as we continue to increase our last-mile logistics platform. 

As a Merchant Experience Partner, you will play a crucial role within the Merchant Support team by providing our merchants with a direct contact for all of their support needs and focusing your efforts on ensuring overall Merchant success on the DoorDash platform. You will build long-lasting relationships with our Merchants through excellent customer service and strategic problem solving. Not only will you partner with our Merchants, but you will work with Account Owners and own a book of business as their support contact. You will be a part of a new program to shape support as a differentiator in the marketplace through high-quality, white-glove service.

Job Highlights:

• Full-time position
• Weekly pay (every Friday)
• Direct contract with DoorDash

Compensation and Bonuses:

• Base salary: $18,000 MXN monthly
• Monthly wellness bonus: $1,000 MXN
• Monthly grocery vouchers: $1,000 MXN
• Performance bonus: Up to $5,000 MXN

Additional Benefits:

• Paid personal days in addition to legally mandated vacation days
• Work-from-home equipment provided
• Life insurance
• Aguinaldo: 15 days
• Savings fund: 10%

Social Security and Medical Coverage:

• IMSS
• Ambulance service: 5 free events
• Medical assistance at home: 2 free events, subsequent services at preferential costs
• 24/7 medical orientation: Free phone consultations year-round
• Psychological assistance: Free initial consultation, preferential rates for additional sessions
• Unlimited nutritional guidance: Available Monday-Saturday, 9:00 AM - 9:00 PM
• Home nursing services
• Dental assistance and vision care program

You're excited about this opportunity because you will…

• Collaborate and troubleshoot on important issues for Merchants for a respective book of business, including but not limited to payment issues, portal issues, menu updates, and other advanced support issues
• Build relationships with Merchant partners by being main contact and expert for our high revenue Merchants for their support operations
• Promote retention and overall Merchant success through service and proactive outreach via phone, email or zoom call 
• Prioritize and escalate issues in partnership with our teams
• Develop an expertise in how DoorDash's systems and resources work, and how to use them to promote positive outcomes for our Merchants
• Validate and track Merchant feedback to inform updates to our products and tools

We're excited about you because…

• 3 or more years of experience with account management, customer support, hospitality or in related field
• B2 English level or higher
• High School Degree or GED required. Bachelor’s degree preferred.
• Knowledge of  Salesforce (or other CRM software), and the ability to view and interpret dashboards.
• Basic proficiency with Microsoft Suite and G Suite
• Basic knowledge of excel tools and formatting functionality.
• Experience with SQL is a plus
• Experience providing advisory and partnership-level support through both proactive and reactive interactions with customers
• Experience advocating for customer experience within a team or initiative
• You excel at building relationships
• You excel at determining prioritization
• You're creative
• You love thinking about new opportunities for process improvement

Why You'll Love Working at DoorDash...

• We are leaders - Leadership is not limited to our management team. It's something everyone at DoorDash embraces and embodies.
• We are doers - We believe the only way to predict the future is to build it. Creating solutions to lead our company and our industry is what we do -- on every project, every day.
• We are learning - We're not afraid to dig in and uncover the truth, even if it's scary or inconvenient. Everyone here is continually learning on the job, no matter if we've been in a role for one year or one minute.
• We are customer obsessed - Our mission is to grow and empower local economies. We are committed to our customers, merchants, and dashers and believe in connecting people with possibility.
• We are all DoorDash - The magic of DoorDash is our people, together making our inspiring goals attainable and driving us to greater heights.
• We offer great compensation packages and comprehensive health benefits.

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey

About the Team

The Quality Assurance team drives customer support insights to both our internal & BPO partner stakeholders, utilizing our quality assurance audit data as well as exciting new technologies in Conversational Intelligence AI. The team’s primary role will be to establish mechanisms to ensure our quality audits consistently provide insights that drive process improvements in our support experience.

About the Role

As a Senior Associate, Calibration Insights Analyst, you’ll be a key architect of calibration excellence across DoorDash Support. You will lead analytical deep dives to identify root causes of quality misalignment, investigate edge cases, and surface systemic opportunities to improve how our GenAI-powered QA systems operate.

You’ll collaborate closely with Model Calibration Specialists, the Performance Excellence team, and stakeholders across CXI to implement projects that improve agent performance, policy alignment, and customer outcomes. You’ll help maintain trust in our machine learning model’s QA outputs by ensuring our quality signals are precise, fair, and strategically useful.

This role requires comfort working with GPT/LLM-based systems and the ability to turn raw calibration data into insights that influence our long-term QA strategy.

You will report to the Supervisor Model Calibration Team (MCT) in our CXI QA organization. This role is hybrid and will require an in-office presence, typically 1 day per week, or as the business needs dictate.

You're excited about this opportunity because you will…

• Develop deep expertise in DoorDash’s QA systems and operational processes to guide meaningful calibration and KPI improvements across multiple lines of business.
• Assist with cross-functional projects by establishing success metrics, coordinating stakeholders, removing blockers, and clearly communicating progress toward goals.
• Conduct deep dives & root cause analyses (RCAs) on failure patterns, reversals, and edge cases to uncover inaccuracy trends/drivers.
• Create data models and dashboards to track calibration metrics, auditor accuracy, and sentiment/resolution trends.
• Partner with the Performance Excellence team and Support Operations stakeholders to translate calibration insights into QA strategy improvements.

We're excited about you because… 

• You have a Bachelor’s degree or equivalent experience.
• You bring 4+ years in support operations, QA, trust & safety, or a similar customer-facing analytical role.
• You can communicate with customers, cross-functional partners, and senior leaders effectively.
• You enjoy the opportunity to think outside of the box. You can translate goals and blockers into relevant plans for the department. 
• Produce recommendations and use data analysis and hypothesis testing to validate your findings. 
• You’re passionate about identifying opportunities through operating at the lowest level of detail and using a first-principles approach to problem-solving.
• You're proficient in Microsoft and/or Google Suite.
• You have experience working with Conversational Intelligence, GPT-based tools, or QA signal models.

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey

About Us

Riskified empowers businesses to unleash ecommerce growth by taking risk off the table. Many of the world’s biggest brands and publicly traded companies selling online rely on Riskified for guaranteed protection against chargebacks, to fight fraud and policy abuse at scale, and to improve customer retention. Developed and managed by the largest team of ecommerce risk analysts, data scientists and researchers, Riskified’s AI-powered fraud and risk intelligence platform analyzes the individual behind each interaction to provide real-time decisions and robust identity-based insights. Riskified is proud to work with incredible companies in virtually all industries including Acer, Gucci, Lorna Jane, GoPro, and many more.

We thrive in a collaborative work setting, alongside great people, to build and enhance products that matter. Abundant opportunities to create and contribute provide us with a sense of purpose that extends beyond ourselves, leaving a lasting impact. These sentiments capture why we choose Riskified every day. 

About the Role

We are seeking a highly motivated and customer-facing Solutions Consultant/Sales Engineer to support our growth across Latin America. This role will partner closely with Sales, Product, and Customer Success teams to drive technical discovery, solution design, technical scoping, and business value for enterprise merchants in the payments and fraud prevention space. The ideal candidate has deep knowledge of ecommerce, payments, fraud/risk management, and can effectively communicate technical concepts in both English and Spanish or Portuguese.

What You'll Doing

• Partner with Account Executives to support the full sales cycle from discovery through close and internal technical handover to implementation teams.
• Lead technical discovery sessions to understand client payment flows, fraud challenges, and business KPIs
• Design and present tailored solutions, including
• Fraud detection strategies (machine learning, risk scoring, policy creation)
• Payment orchestration and optimization
• Deliver compelling product demos, support Proof of Value/Proof of Concepts, and technical presentations
• Translate customer requirements into technical specifications for internal teams
• Act as a trusted advisor to prospects on:
  • Fraud prevention best practices
  • Chargeback mitigation strategies
  • Payment authorization optimization
• Support RFP/RFI responses and technical documentation
• Collaborate with Product and Engineering teams to provide feedback from prospects/existing customers.
• Assist with onboarding handoff to implementation/customer success teams
  
  

Qualifications

• 5+ years of experience in solutions consulting/sales engineering/pre-sales OR Fraud/Risk/Payments roles with client facing exposure required
• Fluent in English and Spanish required, fluency in Portuguese a plus 
• Strong domain expertise in Ecommerce platforms and payment ecosystems (gateways, PSPs, acquirers, issuers), fraud prevention (chargebacks, dispute management, risk signals, AI/ML models) required
• Experience working with, APIs and basic systems integrations
• Proven ability to present to both technical and business stakeholders
• Experience working with fraud prevention SaaS providers preffered
• Experience supporting enterprise or mid-market accounts preferred
• Background in data analysis/ROI (BI tools, SQL, etc.) preferred
• Prior experience supporting LATAM markets 
• Ability to travel as needed for conferences/prospects meetings 

Please submit your CV/resume in English 

In the News

Reuters: General Atlantic-backed Riskified valued at $4.3 bln in NYSE debut

Fortune Magazine: Riskified named Best Workplaces in New York for 2022

The Muse: Q&A with Sales Enablement Manager Benedikt Parstorfer

Globes: Riskified is among Israel’s fastest growing companies 

TechCrunch: Riskified Prevents Fraud on Your Favorite E-commerce Site

CTech: Riskified’s VP HR on Post-COVID Flexible Work Routines

Riskified is deeply committed to the principle of equal opportunity for all individuals. We do not discriminate based on race, color, religion, sex, sexual orientation, national origin, age, disability, veteran status, or any other status protected by law.

At Lyft, our purpose is to serve and connect. We aim to achieve this by cultivating a work environment where all team members belong and have the opportunity to thrive.

Since 2020, Lyft Mexico has been building its team and in May 2022, we opened an office in the heart of Mexico City. We have grown to more than 250 team members across key business areas in the country, and we are looking to continue growing by providing team members with the best work experience.

We are seeking a Senior Policy Operations Specialist to join our Policy Ops team. In this role, you will focus on operationalizing policies for external partnerships, ensuring our safety and operational standards are effectively implemented as new business initiatives launch. This position requires strong cross-functional collaboration, attention to detail, and the ability to translate policies into scalable operational processes.

You will work closely with the Policy Operations Lead, receiving regular guidance and mentorship while building expertise in policy implementation and operational execution.

Responsibilities:

• Policy Operationalization and Implementation
  • Operationalize policies developed by the Policy Development team for external partnerships, including autonomous vehicle and international expansion initiatives
  • Translate finalized policies into actionable operational procedures, workflows, and agent guidelines
  • Build and maintain operational procedures, workflows, and agent guidelines to support policy rollouts and updates
  • Establish and manage a structured system for version control and policy record-keeping
  • Collaborate with Partnership, Legal, Product, and Operations teams to ensure smooth implementation
• Operational Excellence
  • Identify implementation gaps and propose process solutions aligned with safety standards
  • Support impact analysis and sizing for new policy rollouts
  • Develop scalable frameworks for policy implementation across teams and regions
  • Track and report on policy effectiveness through defined metrics and feedback loops
• Stakeholder Management and Communication
  • Coordinate with partnership teams to understand timelines, requirements, and edge cases
  • Communicate operational changes clearly to relevant internal teams
  • Surface risks, blockers, and implementation challenges to leadership in a timely manner
  • Partner with the Policy Development team to flag operational considerations during policy creation

Experience:

• Required Experience
  • 2-4 years of experience in operations, policy operations, trust & safety, or a related field
  • Demonstrated ability to translate policies into clear operational procedures and workflows
  • Experience collaborating cross-functionally with partnerships, legal, product, or training teams
  • Strong written communication skills and attention to detail
  • Ability to manage multiple workstreams and adapt to shifting priorities
• Preferred Experience
  • Experience in a fast-growing technology company or marketplace platform
  • Background in policy operations related to online safety, content moderation, or user protection
  • Familiarity with mobility, logistics, or autonomous vehicle platforms
• Skills and Attributes
  • Strong operational and execution-focused mindset
  • Detail-oriented with superior organizational capabilities
  • Clear and concise written and verbal communication
  • Comfortable working with ambiguity and evolving requirements
  • Collaborative and receptive to feedback

Please submit your resume in English.

*No EEO language per legal

About Nubank

Nu is one of the largest digital financial platforms in the world, with more than 127 million customers across Brazil, Mexico, and Colombia. Guided by our mission to fight complexity and empower people, we are redefining financial services in Latin America and this is still just the beginning of the purple future we're building.

Listed on the New York Stock Exchange (NYSE: NU), we combine proprietary technology, data intelligence, and an efficient operating model to deliver financial products that are simple, accessible, and human.

Our impact has been recognized by global rankings such as Time 100 Companies, Fast Company's Most Innovative Companies, and Forbes World's Best Bank. Visit our institutional page https://international.nubank.com.br/careers/

About the Role

As part of Nu Mexico's KYC Ops team, you'll be at the heart of one of the most important compliance functions in a financial institution — making sure we truly know our customers, protect them, and protect the business from financial crime. Your work directly enables Nu to onboard customers with confidence while staying fully compliant with Mexican and international regulations.

You'll run screening and due diligence routines that span PEP analysis, sanctions list verification (OFAC, UN, SAT 69, Lista de Personas Bloqueadas), FATCA/CRS compliance, and more. Every case you analyze and every opinion you deliver contributes to a financial system that is safer, fairer, and more trustworthy.

This role sits at the intersection of operational precision and regulatory expertise. You'll work independently on your routines while collaborating closely with AML Ops, FinSec Ops, and other teams to handle complex cases and drive continuous improvement across the squad.

You'll be responsible for

• Execute KYC screening and due diligence routines for prospects and customers — including PEP analysis (domestic, related PEP, PEP MX, and international), negative media investigations, and clear risk-based case opinions.
• Analyze and process screening results against regulatory and sanctions lists — including Lista de Personas Bloqueadas, Interpol, SAT 69, OFAC, and UN — delivering thorough, well-documented technical opinions.
• Manage FATCA/CRS compliance routines, ensuring accurate identification and treatment of relevant customers in line with applicable regulations.
• Partner with AML Ops Mexico, FinSec Ops, and other cross-functional teams to evaluate high-risk prospects or clients and reach coordinated, well-supported decisions.
• Identify opportunities to strengthen internal controls and improve KYC operational processes, actively contributing to the squad's continuous improvement initiatives.
• Participate in projects and initiatives with significant operational impact — bringing your regulatory knowledge to help design scalable, compliant solutions.
• Support internal queries on KYC and screening routines, providing clear and timely guidance to colleagues across teams.

We are looking for a person who has

Required

• Hands-on experience in KYC, compliance, AML, customer registration, or regulatory operations within a financial institution.
• Solid understanding of Mexican KYC regulatory requirements, including PEP screening, sanctions list verification (OFAC, UN, SAT 69, Lista de Personas Bloqueadas), and FATCA/CRS obligations.
• Strong analytical and investigative skills — able to conduct thorough case reviews, form clear technical opinions, and make well-reasoned recommendations.
• Demonstrated ability to manage competing priorities, meet regulatory deadlines, and operate independently within a structured compliance environment.
• Clear and effective written and verbal communication in Spanish and/or English.
• Meticulous attention to detail and high standards of integrity when handling sensitive customer data.

Nice to have

• Experience with customer onboarding, registration updates, or acquisition compliance processes.
• Proficiency in Excel, Google Sheets, Looker, or SQL for data tracking, reporting, or operational analysis.
• Exposure to process improvement or internal control projects within a compliance or operations team.

Location for this opportunity

Mexico City, Mexico. 100% On-Site · 5 days/week

Our Benefits

• Chance of earning equity at Nu
• Extended maternity and paternity leaves
• Health and life insurance
• Dental and Vision Insurance
• NuCare - Our mental health and wellness assistance program
• Nucleo - Our learning platform of courses
• NuLanguage - Our language learning program
• Holiday Bonus ("Aguinaldo") of 30 days of pay per year
• 17 days of paid vacation with 25% vacation bonus
• Gym partnership
• Food card
• Work-from-home Allowance
• Parental Consultancy
• Relocation Assistance Package, if applicable

Work Model for this Role

This role is based full-time at one of our offices in Mexico City as a regulatory requirement.

If you're looking for a place to grow your career in a high-performance, mission-driven environment - surrounded by exceptional people and close to the decisions that shape the future of finance in Latin America - this is where that happens.

Explore how we build technology at Nubank

🔗 building.nubank.com.br ↗

🎥 youtube.com/@building.nubank ↗

🎧 Listen to our stories on Spotify ↗

About Us

SimplePractice is headquartered in Los Angeles, California, but we have team members who work and live across the United States, Dominican Republic, Mexico City, and Ukraine.

At SimplePractice, we are improving access to quality care by equipping health and wellness clinicians with all the tools they need to thrive in private practice. 

More than 250,000 providers trust SimplePractice to build their business through our industry-leading software with powerful tools that simplify every part of practice management. From admin work to clinical care, our suite of innovative solutions work together to reduce administrative burden—empowering solo and small group practitioners to thrive alongside their clients. 

Award-winning and people-first, SimplePractice is shaping the future of health tech. Recognized by MedTech Breakthrough, the Digital Health Awards, Best Places to Code in Mexico and Built In's Best Places to Work.

Our Culture

At SimplePractice, our culture is the foundation of everything we do—it shapes how we work, how we serve our customers, and how we pursue our mission. Guided by five core values, we strive to embody them every day:

• We Think Big
• We Take Simplicity Seriously
• We Come As We Are
• We Act With Humility
• We Are Built On Trust

Culture is a shared responsibility at SimplePractice, driving us to be better teammates and deliver more for our customers. Collaboration and connection are also key to our success. As part of our team, you'll work alongside talented colleagues across multiple countries and have opportunities to collaborate virtually and in-person, in both the U.S. and Mexico.

The Role

As the Senior Engineering Manager, you will lead and support SimplePractice engineers in designing and developing high quality software solutions for our products. You’ll also partner closely with product managers, designers, and other stakeholders to define technical requirements, ensure smooth project execution, and encourage a high performing collaborative team environment.

Responsibilities

• Lead a squad of engineers, fostering collaboration and supporting their professional growth.
• Work closely with product and design teams to define requirements and technical direction and translate those into work
• Provide mentorship to engineers across a variety of backgrounds and experiences
• Set clear performance expectations and provide direct, timely and actionable feedback
• Promote engineering best practices within your squad and across the entire engineering team
• See around the corner to anticipate technical and resourcing challenges
• Ensuring collaboration in a remote / hybrid work environment across cross-functional teams

Desired Skills & Experience

• 5+ years of experience delivering high quality software products as a software engineer
• 5+ years of experience managing software engineers
• Bachelor’s or Master’s degree in Computer Science, Engineering, or a related technical field
• A strong technical background, including: Experience building web applications using common frameworks (Ruby on Rails is preferred but not required). Experience writing clean, readable and testable code Experience with delivering ML/AI projects (preferred) Experience architecting web applications Solid understanding of SQL and databases Proficiency with Git, CI/CD pipelines, and release management Working knowledge of front-end technologies and frameworks
• Leadership and communication skills, including: A proven track record in managing, mentoring, scaling, and inspiring diverse teams of software engineers in complex, zero-to-one environments.Strong verbal communication and technical writing skills An innate curiosity about new technologies and software engineering patterns The ability to form strong partnerships with your peers in engineering, product, and design, as well as non-technical stakeholders The ability to translate business objectives into technical solutions and plans Understanding of software development lifecycles, agile engineering principles, and other modern engineering practices.
• Experience with identity management, authentication methods, and security standards.

Benefits

We offer a competitive benefits program including:

• • Privatized Medical, Dental & Vision Coverage
  • Work From Home stipend 
  • Flexible Time Off (FTO), wellbeing days, paid holidays, and Summer Fridays
  • Monthly Meal Reimbursement
  • Holiday Bonus, 15-day Aguinaldo
  • Hybrid Work Schedule & Catered Lunch
  • A relocation bonus for candidates joining us from a different city 
  • Employee Resource Groups (ERGs)

About Us

SimplePractice is headquartered in Los Angeles, California, but we have team members who work and live across the United States, Dominican Republic, Mexico City, and Ukraine.

At SimplePractice, we are improving access to quality care by equipping health and wellness clinicians with all the tools they need to thrive in private practice. 

More than 250,000 providers trust SimplePractice to build their business through our industry-leading software with powerful tools that simplify every part of practice management. From admin work to clinical care, our suite of innovative solutions work together to reduce administrative burden—empowering solo and small group practitioners to thrive alongside their clients. 

Award-winning and people-first, SimplePractice is shaping the future of health tech. Recognized by MedTech Breakthrough, the Digital Health Awards, Best Places to Code in Mexico and Built In's Best Places to Work.

Our Culture

At SimplePractice, culture is our foundation. It influences the way we work, how we serve our customers, and how we approach accomplishing our mission. We have five core values that we strive to embody every day:

• We think big
• We take simplicity seriously
• We come as we are
• We act with humility
• We are built on trust

Culture is everyone’s responsibility at SimplePractice. Our culture is what drives us to do better for our teammates and customers.

Connection and collaboration are also key to our success. You will work with our talented multi-national teams and have opportunities to participate in onsites in both the US and Mexico.

🚀 Meet us in CDMX!

Want to meet the team before you apply? Join us on May 28th for our "Beyond the App: Building the Future of Tech with AI & Data" Meet-up in collaboration with RubyCDMX.

Talk AI, Data, and Engineering with our leads over drinks! 🍺 👉 RSVP here: https://luma.com/32jeyopv

The Role

As a Sr. Data Analyst, Strategic Health Analytics, you will play a key role in supporting Clinical and Commercial business development through rigorous, evidence-based analysis. This role blends technical problem-solving with strategic thinking: shaping sound analytical approaches to ambiguous questions, executing analyses with rigor, and synthesizing findings into clear, decision-ready narratives for internal stakeholders and external-facing conversations.

This is a strong individual contributor role for someone who enjoys tackling complex business questions, identifying meaningful patterns in data, and translating analysis into actionable insight. You will also help make recurring analytical needs more scalable through reports, dashboards, models, and other self-serve solutions.

While prior healthcare domain experience is a plus, it is not required. We are looking for someone with strong analytical judgment, statistical fluency, and the ability to quickly build domain knowledge on the job.

What You’ll Do

• Partner with Clinical, Commercial, and Product stakeholders to identify core questions, translate them into clear analytical approaches and actionable answers
• Communicate credible, data-driven insights and recommendations clearly to technical and non-technical audiences
• Support customer, partner, and business development conversations with data-driven insights, thought partnership and accessible storytelling
• Analyze complex datasets using SQL, Tableau, and other analytical tools to uncover trends, evaluate opportunities, and inform strategic decisions
• Apply statistical and analytical methods to generate actionable insights across clinical, commercial, product, and market-related questions
• Identify recurring analytical needs and help turn them into scalable reports, dashboards, models, and self-serve tools where possible
• Build and maintain reliable analytical assets that integrate multiple data sources and improve accessibility, consistency, and trust in the data
• Mentor peers and contribute to a culture of rigor, curiosity, and strong analytical communication within the team

What We’re Looking For

• 7+ years of experience in analytics, data analysis, research, or related quantitative roles
• Strong SQL skills and experience working with large, complex datasets
• Experience with Tableau or similar BI and visualization tools
• Proficiency in Python or a similar analytical programming language
• Strong analytical and statistical foundation, including experience with methods such as regression, hypothesis testing, experimentation, or related approaches
• Proven ability to take ambiguous questions, structure a sound analytical approach, and deliver clear, convincing insights
• Excellent verbal and written communication skills, with the ability to translate complex analysis into accessible narratives for a range of stakeholders
• Proven ability to manage multiple projects and work effectively across functions
• Interest in learning the healthcare domain and applying analytics to strategic healthcare questions

Nice to have

• Familiarity with the US healthcare ecosystem, including payer, reimbursement, utilization, or clinical performance concepts
• Experience supporting customer-facing, commercial, or partnership-oriented analytics
• Experience with dbt Cloud or similar tools
• Knowledge of ETL pipelines and data warehouse best practices

Benefits

We offer a competitive benefits program including:

• Privatized Medical, Dental & Vision Coverage
• Work From Home stipend 
• Flexible Time Off (FTO), wellbeing days, paid holidays, and Summer Fridays
• Monthly Meal Reimbursement
• Holiday Bonus, 15-day Aguinaldo
• Hybrid Work Schedule & Catered Lunch
• A relocation bonus for candidates joining us from a different city 
• Employee Resource Groups (ERGs)

California Job Applicant Privacy Notice

Thank you for your interest in opportunities at SimplePractice LLC (“SimplePractice” or “us” or “we” or “our”). Please note that when you submit your resume or application materials to us for employment purposes, you are subject to the SimplePractice California Job Applicant Privacy Notice. 

For more information about our privacy practices, please contact us at privacy@simplepractice.com.

Who we are

About Stripe

Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career.

About the team

One of the key drivers to our success is an exceptional emphasis on our people. We believe that our competitive advantage lies in our talent and that we can build a sustainable advantage by enabling individuals and teams to contribute their full potential. The People Consultant team helps to drive those efforts across our Tech, Core, and Business Organizations. This includes supporting our leaders and managers through scale, creating an environment where Stripes of all backgrounds can thrive, aligning our business strategy with our people strategy, using data to develop best practices from first principles.

What you’ll do

As a People Consultant, you’ll help make Stripe a great place to work and grow. You’ll work with business leaders, managers, and employees across Stripe to strategize and implement systems, processes, and programs to help people succeed.

Responsibilities

• Partner with and advise front line managers on all things people-related, including performance management and coaching, career development, employee relations, leveling and team effectiveness with a strong focus on belonging and inclusivity
• Advise and consult front line management on Stripe People policies and best practices, in collaboration with fellow People team members and counsel as necessary
• Partner directly with People Partners (HRBPs), managers, and leaders on wider organizational strategy and initiatives, including reorganizations
• Facilitate smooth roll out of key People programs, including front line manager support for performance review cycles, compensation cycles, employee engagement surveys and ad hoc programs 
• Analyze and present on organizational health trends and insights to managers and leaders; manage tracking and reporting of some key people data to inform team strategy
• Ensure excellent employee experience through key life cycle stages including the departure processes 
• Work with legal counsel and external consultants to help ensure Stripe’s compliance with local labor regulations

Who you are

We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

Minimum requirements

• Minimum of 5+ years of HR experience; at least 2-3 years in a client facing HR role (e.g. HR Business Partner, Employee Relations partner)
• Experience partnering directly with managers on performance management, manager coaching, employee relations, team health, and team culture
• Strong analytical and problem-solving skills demonstrated through success diagnosing problems using data, reasoning clearly and determining viable solutions, and remaining flexible in those solutions’ implementation
• Experience utilizing company policies and practices to determine appropriate recommendations for action
• Exceptional communication skills, both written and verbal
• Strong working knowledge of employment legislation and practices in Mexico

Preferred qualifications

• Experience working in a fast paced, growing environment, preferably in a technology company or a large scale organization
• Project management skills, with an ability to design and execute clear processes while successfully engaging peers and stakeholders to deliver work on schedule
• Proven ability to identify areas for improvement and escalate recurring themes to key decision makers when needed

About the role

In the role of Senior People Business Partner, you will report to the Sr. Director, People Business Partnerships & LatAm.

As a key member of the People Business Partnerships team, you will partner closely with leaders and employees in Mexico City and the Latin America regions to support organizational talent, drive engagement, and enable the business to deliver impactful outcomes. We are looking for a Senior People Business Partner with experience supporting and scaling teams in dynamic, fast-growing environments.

We are considering applicants for the location of Mexico City

Core Areas of Responsibility

• Partner closely with Mexico City and LatAm-based business leaders and team members to understand their goals and provide strategic people support that drives business success
• Provide coaching and expertise to local leaders across areas, including talent strategy, organizational design and effectiveness, leadership development, performance management, succession planning, employee engagement, and employee relations
• Support day-to-day people operations in Mexico City and other LatAm regions as needed, partnering with Payroll, Benefits, and People Services to ensure smooth onboarding/offboarding, leave management, and compliance with local employment requirements
• Act as the primary People Partner for Mexico City and LatAm regions, ensuring local needs and insights are reflected in broader people strategies and programs
• Collaborate cross-functionally with the US-based People Partners, Recruiting, IT, Finance, Payroll, and other partners to support local initiatives and deliver integrated people solutions
• Support the implementation and change management of people programs within Mexico City and LatAm 
• Use qualitative and quantitative data to inform business and talent decisions at the local level
• Champion company culture, values, and employee experience within the Mexico City office and other LatAm regions

About You

We get excited about candidates like you, because...

• You have 12+ years of experience as an HR Business Partner or in a related role, ideally in tech or media environments, or where you have been exposed to working with multiple regions and stakeholders.
• Bring solid knowledge of HR disciplines, including organizational design, workforce planning, employee relations, performance management, compensation, and local employment laws in Mexico City. Knowledge of other LatAm regions is strongly preferred.
• Demonstrate excellent interpersonal, communication, and coaching skills, with the ability to build trust and influence at all levels
• Your English and Spanish communication skills are both great. 
• Are proactive, solutions-oriented, and comfortable operating independently in a fast-paced, evolving environment
• Have strong problem-solving skills and sound judgment when navigating complex or ambiguous situations
• Have hands-on experience with day-to-day people operations
• Handle sensitive and confidential information with integrity and discretion
• Thrive in collaborative environments and enjoy working with driven, thoughtful colleagues
• Hold a BA/BS degree in Business Administration, Psychology, Communications, or a related field and/or equivalent working experience. 

About Us 

SimplePractice is headquartered in Los Angeles, California, but we have team members who work and live across the United States, Dominican Republic, Mexico City, and Ukraine.

At SimplePractice, we are improving access to quality care by equipping health and wellness clinicians with all the tools they need to thrive in private practice. 

More than 250,000 providers trust SimplePractice to build their business through our industry-leading software with powerful tools that simplify every part of practice management. From admin work to clinical care, our suite of innovative solutions work together to reduce administrative burden—empowering solo and small group practitioners to thrive alongside their clients. 

Award-winning and people-first, SimplePractice is shaping the future of health tech. Recognized by MedTech Breakthrough, the Digital Health Awards, Best Places to Code in Mexico and Built In's Best Places to Work.

The Role

Our team is dedicated to empowering clinicians through data-driven innovations. We combine rigorous data science with practical engineering to build systems that make daily workflows more efficient, insightful, and intuitive. If you love tackling challenging problems and turning data into meaningful outcomes, you’ll find a welcoming and dynamic environment here.

As a Machine Learning Engineer, Applied AI, you’ll be at the forefront of building product features that help clinicians work effectively and efficiently, providing quality care to patients. You’ll be designing experiments, building robust models, tuning prompts, implementing LLM evals, and driving projects from idea to prototype to production with product, engineering and devOps teams. You’ll also play an important role in the roadmapping exercises of our ML platform. 

We value mentorship, open communication, and pushing the boundaries of what AI can do in a real-world healthcare context. Whether you’re fine-tuning a model, presenting insights to stakeholders, or brainstorming new product features, your work will have a direct and meaningful impact.

Responsibilities

• AI Prototyping and Development
• Develop AI workflows, customize data pipelines,  tune models, and engineer prompts to bring idea to prototype 
• Work with subject matter experts to set up evaluation for AI workflows, ensuring rigor, quality and safety of content output 
• Work with eng partners to integrate AI workflows into production
• Build and configure AI performance monitoring with proper reporting and alerts
• Optimize and maintain AI workflows for performance, reliability, and long-term scalability

• Research 
• Start with the Job-to-be-done, dive deep into the domain and understand the problem from user perspective 
• Decompose problems into conquerable pieces. Design solutions to address each with cross-disciplinary thinking and big picture in mind. 
• Conduct exploratory data analysis to answer key questions and test assumptions. Design experiments and build prototypes for proof-of-concept. 
• Build artifacts to illustrate the findings with rigor and how they inform the roadmap and decisions 

• Cross-Functional Collaboration
• Provide AI expert advice to product and eng partners in shaping product roadmap
• Partner closely with software eng, product, data eng, ML platform teams to scope and plan in execution 
• Communicate timeline, milestones, findings w/ internal stakeholders

• Mentor & Advocate Best Practices
• Guide less experienced team members, sharing knowledge on LLM workflows and AI/ML model lifecycle 
• Champion a culture of experimentation, continuous learning, and proactive problem-solving

• Drive Innovation
• Stay current with emerging ML tools and technologies, integrating new techniques that elevate our product capabilities
• Look for creative ways to leverage data to make clinicians’ lives easier, more efficient, and more effective

Desired Skills & Experience 

• BS or above in Computer Science, Statistics or a related technical field 
• 5+ years of experience in Machine Learning, with proven track record of bringing ideas to life, from prototype to productized features 
• Strong proficiency in Python and hands-on with advanced data analysis tools 
• Strong skills in data engineering and self-sufficient in data pipelines for the AI workflow
• Experience with AWS (or other cloud platforms) for model deployment
• Comfortable designing and evaluating LLM-driven workflows
• Familiarity with retrieval pipelines and vector databases 
• Problem-oriented mindset with strong cross-disciplinary thinking and a bias toward simplicity and clarity in solving problems 
• Comfort working with remote teams, using GitHub, Slack, Notion, and Zoom 
• Proficiency in English with strong communication and collaboration skill

Bonus Points 

• Experience with RAG architecture and context/state management for LLMs 
• Familiarity with LLM eval tools and human-in-the-loop evaluation process 
• Experience with Outerbounds or similar ML orchestration platforms
• Experience with Argo Flows for CI/CD
• Experience with prompt management tool like Langfuse
• Familiarity with Kubernetes for container orchestration
• Background in healthcare, clinical workflows, or regulated domains

Benefits

We offer a competitive benefits program including:

• Privatized Medical, Dental & Vision Coverage
• Work From Home stipend 
• Flexible Time Off (FTO), wellbeing days, paid holidays, and Summer Fridays
• Monthly Meal Reimbursement
• Holiday Bonus, 15-day Aguinaldo
• Hybrid Work Schedule & Catered Lunch
• A relocation bonus for candidates joining us from a different city 
• Employee Resource Groups (ERGs)

California Job Applicant Privacy Notice

Thank you for your interest in opportunities at SimplePractice LLC (“SimplePractice” or “us” or “we” or “our”). Please note that when you submit your resume or application materials to us for employment purposes, you are subject to the SimplePractice California Job Applicant Privacy Notice. 

For more information about our privacy practices, please contact us at privacy@simplepractice.com.

About Us

SimplePractice is headquartered in Los Angeles, California, but we have team members who work and live across the United States, Dominican Republic, Mexico City, and Ukraine.

At SimplePractice, we are improving access to quality care by equipping health and wellness clinicians with all the tools they need to thrive in private practice. 

More than 250,000 providers trust SimplePractice to build their business through our industry-leading software with powerful tools that simplify every part of practice management. From admin work to clinical care, our suite of innovative solutions work together to reduce administrative burden—empowering solo and small group practitioners to thrive alongside their clients. 

Award-winning and people-first, SimplePractice is shaping the future of health tech.  Recognized by MedTech Breakthrough, the Digital Health Awards, Best Places to Code in Mexico and Built In's Best Places to Work.

Our Culture

At SimplePractice, culture is our foundation. It influences the way we work, how we serve our customers, and how we approach accomplishing our mission. We have five core values that we strive to embody every day:

• We think big
• We take simplicity seriously
• We come as we are
• We act with humility
• We are built on trust

Culture is everyone’s responsibility at SimplePractice. Our culture is what drives us to do better for our teammates and customers.

Connection and collaboration are also key to our success. You will work with our talented multi-national teams and have opportunities to participate in onsites in both the US and Mexico.

The Role

We're looking for a Senior Data Engineer to help lead the evolution of our data stack—from pipelines to platform. In this role, you'll build the infrastructure that powers everything from product intelligence to financial reporting and self-serve analytics in product

Our customers are clinicians in small to mid-sized private practices, and the data you shape will directly help them run more efficient, effective businesses. By enabling accessible insights—from no-show trends to client engagement—you’ll give practitioners the tools to make smarter, faster decisions about how they manage care.

Internally, your work will fuel everything from executive reporting and revenue forecasting to product analytics and AI evaluation loops. You’ll collaborate across Data Analytics, ML, Product, and Engineering teams to build scalable, reliable systems that make data a first-class product at SimplePractice.

Responsibilities

• Partner with Product, Analytics and Engineering to build scalable systems that help unlock the value of data from a wide range of sources such as backend databases, event streams, and marketing platforms
• Lead technical vision and architecture with holistic point of view on both short-term and long-term horizons 
• Work with analytics to create company wide alignment through standardized metrics across the company
• Work with Product and Engineering teams to support internal use cases such as financial reporting, product analytics and operational metrics
• Enable external use cases like customer-facing dashboard, self-serve analytics, and next best action in product 
• Manage the complete data stack from ingestion through data consumption
• Build tools to increase transparency in reporting company wide business outcomes
• Work with DevOps to deploy and maintain data solutions leveraging cloud data technologies, preferably in AWS
• Help define data quality and data security framework to measure and monitor data quality across the enterprise. Define and promote data engineering best practice

Desired Skills & Experience

• Education & Experience
  • BS/MS in Engineering, Computer Science, Mathematics, or related field
  • 7+ years in Data or Analytics Engineering
  • Strong problem-solving and communication skills; comfortable in fast-paced, cross-functional environments
• Data Engineering & Pipelines
  • Enterprise architecture and enterprise data architecture (data modeling and enterprise dimensional modeling)
  • Expert in SQL and data modeling (relational, dimensional, semantic)
  • Proven experience in data warehouse design, implementation, and maintenance (Snowflake)
  • Hands-on with DBT for modular, testable transformations
  • Experience with orchestration and ingestion tools: Airflow, Prefect, Airbyte, Fivetran, Kafka
  • Familiar with ELT, schema-on-read, DAGs, and performance optimization
• Cloud & Infrastructure
  • Experience with AWS (S3, RDS, Redshift, etc.)
  • Familiar with Terraform, Docker, and containerized workflows (bonus)
  • Skilled in handling structured, semi-structured (e.g., JSON), and columnar formats (e.g., Parquet, ORC)
• Analytics & Enablement
  • Experience building and supporting semantic layers for self-serve analytics
  • Proficient with BI tools like Looker, Tableau, or Sisense
  • Comfortable standardizing metrics and enabling trusted, consistent access to data
• Programming & Scripting
  • Proficient in Python and Unix/Linux scripting
  • Comfortable working with APIs (e.g., using curl)

Bonus Points

• AWS DevOps - Terraform, Kubernetes, Docker
• Project & Change Management skills especially experience working in an Agile (SCRUM, Kanban) environment/team focusing on sprint by sprint deliveries
• Real-time ETL - Kafka streaming, AWS Kinesis

Benefits

We offer a competitive benefits program including:

• Privatized Medical, Dental & Vision Coverage
• Work From Home stipend 
• Flexible Time Off (FTO), wellbeing days, paid holidays, and Summer Fridays
• Monthly Meal Reimbursement
• Holiday Bonus, 15-day Aguinaldo
• Hybrid Work Schedule & Catered Lunch
• A relocation bonus for candidates joining us from a different city 
• Employee Resource Groups (ERGs)

California Job Applicant Privacy Notice

Thank you for your interest in opportunities at SimplePractice LLC (“SimplePractice” or “us” or “we” or “our”). Please note that when you submit your resume or application materials to us for employment purposes, you are subject to the SimplePractice California Job Applicant Privacy Notice. 

For more information about our privacy practices, please contact us at privacy@simplepractice.com.

POSITION SUMMARY

As a Staff Engineer at EarnIn, all systems you work on are business-critical to our success.  We manage systems that provide real-time and scheduled money transfers, facilitating the ability to track outcomes, reconcile discrepancies, and respond to returns, chargebacks, and other events. We seek experienced, collaborative, and resourceful Staff-level engineers to join our backend teams.  As a Staff Engineer, you will work cross-functionally with various teams and contribute to the design and development of our backend services. 

This position will be hybrid from our Mexico City office as part of our expanding site with two days a week required in office. EarnIn offers excellent employee benefits, including healthcare, internet and cell phone reimbursement, a learning and development stipend, and potential opportunities to travel to our headquarters in Mountain View. Our salary ranges are determined by role, level, and location.

WHAT YOU'LL DO

• Drive the design and implementation of new features. Break down complex problems into their bare essentials, translate this complexity into elegant design, and create high-quality, maintainable code.
• Make a meaningful impact on the lives of our community members.
• Design & deliver robust microservice integrations via REST/gRPC APIs using various communication, consistency, and coordination strategies.
• Collaborate and mentor other senior engineers while providing thoughtful guidance using code, design, and architecture reviews.
• Contribute to defining technical direction, planning the roadmap, escalating issues, and synthesizing feedback to ensure team success.
• Estimate and manage team project timelines and risks
• Care passionately about producing high-quality designs and code
• Participate in hiring and onboarding for new team members.
• Lead cross-team engineering initiatives.

WHAT WE'RE LOOKING FOR 

• 7+ years of development experience, delivering value through software in a collaborative environment. 
• Expertise in trade-off analysis for distributed architectures.
• Proficient in at least one modern programming language and the ability to understand more than one - we currently work in C# and Kotlin.
• Familiarity with the clean architecture approach.
• Experience with various data storage systems, including relational and document databases.
• Excellent written and verbal communication skills.
• Being self-motivated and able to work independently with minimal supervision.
• Bachelor's, Master’s, or PhD degree in computer science, computer engineering, or a related technical discipline or equivalent industry experience

What you'll do

We're looking for a Commercial Operations Lead to be the strategic backbone of our commercial organization. In this role, you will serve as the primary partner to all commercial teams—Sales, Partnerships and Customer Success—ensuring the right processes, tools, data, and insights are in place for them to perform at their best. You will lead a team of and act as a key connector between commercial leadership and cross-functional stakeholders, driving alignment, operational excellence, and continuous improvement across the revenue engine to fuel Clara's mission of building the future of corporate finance in Latin America. Your job is not only to set up the best tools and processes for the success of Clara’s growth, but also to define and refine the “ways of selling” based on best experiences from commercial leaders.

Your primary responsibilities will include:

• Lead and develop a team of revenue operation experts, serving as the strategic partner for all commercial teams and key stakeholders across the organization.
• Define and execute the commercial operations strategy aligned with Clara's growth goals in Mexico, Brazil, and Colombia.
• Coordinate with Product for any launches that affect onboarding and sales paths, to optimize results and minimize bugs
• Own revenue reporting, forecasting, and performance management— working with the Data Team to develop clear insights and actionable decisions for commercial leaders using Hubspot and Metabase.
• Drive continuous improvement of the commercial playbook, from prospecting to closing, upsell and crosssell, and Customer Success transition.
• Manage the commercial tech stack, primarily HubSpot, Fathom and Amplemarket, ensuring data integrity, process compliance, and adoption across all teams.
• Own the variable compensation framework for all commercial teams — including model design, policy definition, goal definition, result calculation, and governance — in close partnership with Finance and People.
• Explore and implement automation opportunities using tools like N8N, Extend, and Replit to streamline the sales cycle and complement the efforts of the Product and Engineering teams.
• Oversee Book of Business allocation for all sales agents and SDRs across Mexico, Brazil, and Colombia, and oversee Portfolio assignment for Customer Success teams.
• Collaborate cross-functionally with Finance, Operations, People, Product, and Customer Success to ensure alignment and a seamless customer experience.

Who you are

“We’re looking for someone who meets the minimum requirements to be considered for the role. The preferred qualifications are a bonus, not a requirement.”

Must haves

• 5+ years of experience in Sales Operations, Revenue Operations, or a related commercial management role—ideally in a high-growth Fintech or SaaS environment
• Proven experience managing and developing teams.
• Deep knowledge of a CRM such as HubSpot or Salesforce, and of sales enablement and prospecting AI tools like Fathom and Amplemarket; experience with BI platforms such as Metabase.
• Experience or interest in AI tools to automate workflows and commercial processes.
• Strong analytical skills—comfortable working with large datasets, building reports, and deriving actionable insights. Deep knowledge of using Google Drive tools such as Sheets for this.
• Excellent verbal and written communication and stakeholder management skills. Proven ability in conflict resolution and managing difficult conversations.
• Adaptability to fast-changing environments and a proven track record of role-specific execution.

Nice to haves

• Independent analytical skills using SQL or Python (ok if this is done primarily through LLM support).
• Experience with N8N, Amplemarket, Databricks, or Google Script.
• A good sense of humor.

Our mission at Duolingo is to develop the best education in the world and make it universally available. It’s a big mission, and that’s where you come in!

At Duolingo, you’ll join a team that cares about educating our users, experimenting with big ideas, making fact-based decisions, and finding innovative solutions to complex problems. You’ll have limitless learning opportunities and daily collaborations with world-class minds — while doing work that’s both meaningful and fun.

Join our life-changing mission to develop education for our half a billion (and growing!) learners around the world. 

Read our blog to learn more.

About the role...

Come lead partnerships and business development for Duolingo in LATAM (with particular focus on Mexico and Brazil).

Partnerships are a rapidly growing function at Duolingo, with a global team based in New York and regional leadership in Europe and Asia. We are now seeking an experienced business development leader to bring a strategic, structured, and proactive approach to scaling our business in LATAM.

In this role, you will manage existing partnerships and pipeline while sourcing and developing new opportunities. You will build data-driven business cases to establish strategic partnerships that drive user growth, brand awareness, and monetization, including support for brand licensing partnerships.

As our resident expert on the region, you will demonstrate a deep understanding of the market dynamics and use your skills and network to build partnerships that are value-accretive to Duolingo and our partners. Reporting to the Global Head of Consumer Partnerships, you will collaborate with marketing, design, product, and engineering teams in the US and around the world.

 You will...

• Leverage market insights and a deep understanding of the regional partnership landscape to develop and communicate an effective LATAM partnership strategy, with a focus on Mexico and Brazil
• Lead our existing partnerships and pipeline in LATAM across verticals (app stores, telcos, media and entertainment, banks, public institutions, payment providers, etc.)
• Expand Duolingo’s partnership portfolio by sourcing new opportunities with measurable impact on key business metrics
• Build compelling, quantitative business cases to support strategic partnership investments
• Negotiate and implement partnerships across user growth, brand, and monetization
• Collaborate with global and local Marketing on brand partnerships and to amplify partnership launches
• Partner closely with Product and Engineering teams to influence product integrations critical to successful partnership execution

 You have...

• 7+ years of business development experience, with a track record of successfully developing partnerships in digital consumer (B2C) technology
• Experience working in consulting, banking, or business development
• Experience in conceiving, developing, and implementing partnerships throughout their full cycles, from deal sourcing to building business cases, negotiating agreements, driving, and tracking results
• Deep cultural context and immersion in the regional landscape, and are able to use your network to launch impactful partnerships
• Ambitious spirit with a track record of achieving great results by building long-lasting external relationships, collaborating effectively with multiple internal teams to drive ideas to execution, and taking a test and scale approach
• Critical thinking skills and structured thought processes, with the ability to build and communicate compelling, data-driven narratives
• Proficient in Spanish with excellent English speaking and writing skills
• Ability to travel internationally frequently, specifically to New York City, Pittsburgh (HQ), and across LATAM

 Exceptional candidates will have...

• Experience with mobile apps and subscription-based services
• Experience living and working in multiple LATAM markets
• Working proficiency in Portuguese
• An MBA or equivalent experience from a reputable university
• Excitement for our mission to make high-quality language learning accessible to everyone

Who You Are:

You are a customer-focused problem solver who thrives in a fast-paced environment. As the first hire in this function, you are a hands-on practitioner who takes pride in getting things right from day one. You are passionate about the Justworks product and possess the technical curiosity to leverage AI and automation to scale our support as we grow. You are comfortable being "in the weeds" with complex inquiries and enjoy the process of documenting insights to define our standard of excellence for international support.

What You’ll Do:

• Own the front-line experience for Admins and EOR employees across phone, email, and chat, providing expert guidance on international payroll, benefits, and platform navigation.
• Partner with International Consultants to navigate complex compliance and HR issues, ensuring customers receive holistic, accurate, and high-touch support.
• Serve as the product expert for the Justworks international offering, guiding customers through the platform and ensuring they maximize its value.
• Collaborate cross-functionally with Product, Operations, and Legal to streamline workflows and bridge the gap between customer needs and internal processes.
• Build the foundational knowledge base by creating the initial documentation, FAQs, and standard operating procedures that will serve as the blueprint for the team’s growth.
• Drive AI & Efficiency initiatives by identifying and implementing automation opportunities to improve support speed and accuracy.
• Close the feedback loop by relaying customer insights to Product and Operations teams, directly influencing the international product roadmap.

How You’ll Do Your Work:

• Act as a systems-thinker by understanding end to end processes and designing efficient and automated support workflows.
• Advocate for the customer while maintaining a focus on risk and compliance considerations.
• Translate complexity by turning nuanced international regulations into clear, actionable guidance for both customers and internal partners.
• Operate with high autonomy, managing a consistent queue of inquiries while simultaneously executing on foundational projects.
• Champion technological solutions, actively promoting the use of AI and knowledge management tools to enhance the customer experience.

Qualifications:

• 4+ years experience in a customer-facing role, ideally with experience in the EOR space.
• Proven track record of building new functions or workflows and automating processes for scale.
• Excellent communication, problem-solving, and consultative skills.
• Native or close to native English fluency (written and verbal).
• Experience working with US-based customers and stakeholders.
• A proactive approach to learning and a track record of using new tools (AI, automation, or knowledge systems) to work more efficiently.
• Ability to work independently as an individual contributor while keeping internal teams updated on customer trends.

Bonus Points:

• Expert-level proficiency with Zendesk, JIRA, or AI-integrated support tools.
• Experience at a high-growth SaaS company.
• Experience with leading others in a team-lead or manager capacity.

The base wage range for this position based in our Mexico City Office is targeted at 600,000 MXN - 750,000 MXN per year (50,000 MXN - 62,500 MXN per month).

#LI-Hybrid #LI-CC1

What will you do?

• Lead the global budgeting process, ensuring alignment with overall financial strategy and business objectives.
• Build and structure the budgeting function from the ground up, including processes, timelines, and reporting frameworks.
• Partner closely with FP&A and finance leadership to support financial planning, forecasting, and long-term projections.
• Review, consolidate, and challenge budgets across regions, ensuring accuracy, consistency, and alignment with company goals.
• Analyze monthly, quarterly, and annual performance, providing insights on budget vs. actuals, variances, and key drivers.
• Support the development of financial models and projections, working alongside FP&A to inform decision-making.
• Partner with regional leaders to review variances, track performance, and identify optimization opportunities.
• Ensure strong financial governance and compliance with internal controls across all regions.
• Manage and mentor the Budget Controller US and Budget Controller LATAM.
• Prepare high-level financial reports and presentations for senior leadership.
• Support internal/external audit processes with budget-related documentation.
• Drive continuous improvement in planning, forecasting, and reporting methodologies. 

What are they looking for?

• 5–10+ years of experience in budgeting, FP&A, or financial planning roles, preferably in multinational or high-growth environments.
• Strong experience with budgeting, forecasting, and variance analysis.
• Exposure to financial modeling and projections, with the ability to partner effectively with FP&A teams.
• Proven ability to build or improve budgeting processes and frameworks.
• Strong analytical and problem-solving skills, with attention to detail.
• Advanced Excel and experience with ERP/planning tools (e.g., NetSuite, SAP, or similar).
• Strong communication skills and ability to work cross-functionally and across regions.
• Ability to operate in a fast-paced, evolving environment with a hands-on mindset.
• Fluent English required (Spoken and Written).

WPP is embarking on a major 3-year transformation to simplify, modernise, and unify its technology platforms across the group. This change is critical to:

• Enable cost-effective transformation and operational efficiency
• Accelerate adoption of AI, data, and digital platforms
• Ensure consistent delivery of value and benefits across all agencies and markets
• Minimise disruption and maximise engagement during large-scale change

Workday is a cornerstone of this transformation, providing a single, modern system of record for people data and for driving efficiency through our operations and finance functions. By standardising core processes, improving data quality and enabling better insights, Workday supports consistent ways of working, stronger governance and future‑ready capabilities, while creating the foundation for scalable change, automation and AI‑enabled decision making across WPP.

Why we're hiring:

We are looking for a Workday HCM Analyst with core HCM and absence/time tracking experience to join the Workday Services Team providing post go-live support.

Reporting to the Lead Workday HCM Analyst, the purpose of the role is to deliver high-quality advice and support across Workday HCM. This will include diagnosis and resolution of issues raised by colleagues, create and maintain organizations & structures, configuration across core HCM, absence, compensation and organizations.

This is an exciting and varied role in a dynamic team where you will work with the wider Workday Services Team to provide a world class level of Workday support and development on a day-to-day basis. You will also work with the WPP Workday implementation team and People teams to understand, improve and deliver an efficient and effective solution.

What you'll be doing:

• Diagnose and resolve core HCM, absence, compensation and time tracking issues raised by the business
• Support data requests and maintenance including rescind, correct and EIBs
• Manage tickets from assignment, including P1 or P2 incidents, taking to production, and keeping the requestor informed at all times
• Provide functional expertise and guidance to our People teams
• Accountable for maintaining up-to-date process documentation
• Safeguard global standards and principles against competing requests and priorities
• Participate in testing activities as required
• Provide creative solutioning for enhancements to our Workday deployment
• Maintain expertise on data standards/functionality/features/capabilities in Workday and technology trends

Who you'll be working with:

The Workday HCM Analyst will report to the Lead Workday HCM Analyst and will liaise with Workday Services colleagues around the globe.

What you'll need:

• Certified or experienced in Workday core HCM/absence/time tracking/compensation
• Takes ownership of queries and successfully resolves
• Experience of using Jira, ServiceNow or similar service management software
• Effective team player and experience of working with others to achieve a common goal
• Excellent listening and communication skills
• Excellent organisational skills, attention to detail and confident communicator across all mediums
• Ability to deliver to deadlines and prioritise effectively
• Experience of improving ways of working and processes
• Knowledge and experience of cross functional working on both HR and finance processes an advantage

Who you are:

You're open: We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are open-minded: to new ideas, new partnerships, new ways of working.

You're optimistic: We believe in the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected.

You're extraordinary: we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day.

What we'll give you:

Passionate, inspired people – We aim to create a culture in which people can do extraordinary work.

Scale and opportunity – We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry.

Challenging and stimulating work – Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge?

#LI-Remote

WPP is embarking on a major 3-year transformation to simplify, modernise, and unify its technology platforms across the group. This change is critical to:

• Enable cost-effective transformation and operational efficiency
• Accelerate adoption of AI, data, and digital platforms
• Ensure consistent delivery of value and benefits across all agencies and markets
• Minimise disruption and maximise engagement during large-scale change

Workday is a cornerstone of this transformation, providing a single, modern system of record for people data and for driving efficiency through our operations and finance functions. By standardising core processes, improving data quality and enabling better insights, Workday supports consistent ways of working, stronger governance and future‑ready capabilities, while creating the foundation for scalable change, automation and AI‑enabled decision making across WPP.

Why we're hiring:

We are looking for a Workday HCM Consultant with core HCM and absence/time tracking experience to join the Workday Services Team providing post go-live support.

Reporting to the Workday Services HCM Product Manager, the purpose of the role is to deliver high-quality advice and support across Workday HCM. This will include diagnosis and resolution of issues raised by colleagues, create and maintain organizations & structures, configuration across core HCM, absence, compensation and organizations.

This is an exciting and varied role in a dynamic team where you will work with the wider Workday Services Team to provide a world class level of Workday support and development on a day-to-day basis. You will also work with the WPP Workday implementation team and People teams to understand, improve and deliver an efficient and effective solution.

What you'll be doing:

• Manage complex change requests, establish the underlying problem, propose options and fully document the solution
• Diagnose and resolve core HCM, absence, compensation and Time Tracking issues raised by the business
• Support global merger activities and deployments
• Manage tickets from assignment, including P1 or P2 incidents, taking to production, keeping the requestor informed at all times
• Provide guidance to our team of analysts when troubleshooting complex issues
• Professionally manage escalations should they occur and communicating with senior stakeholders
• Provide functional expertise and guidance to our People Teams
• Accountable for maintaining up-to-date process documentation
• Safeguard global standards and principles against competing requests and priorities
• Participate in testing activities as required
• Proactively identify opportunities to extend and improve our Workday usage
• Maintain expertise on data standards/functionality/features/capabilities in Workday and technology trends

Who you'll be working with:

The Workday HCM Consultant will report to the Workday HCM Product Manager and will liaise with the global Workday Services team.

What you'll need:

• Five years’ Workday experience across Workday HCM including absence, time tracking, recruitment and talent, preferably in a global organisation
• Ability to identify opportunities to extend Workday usage to meet business requirements
• able to challenge stakeholders to fully understand a requirement
• Take ownership of queries and successfully resolve
• Experience of using ServiceNow or similar service management software
• Effective team player and experience of working with others to achieve a common goal
• Excellent organisational skills, attention to detail and confident communicator across all mediums
• Ability to deliver to deadlines and prioritise effectively
• Experience of improving ways of working and processes
• Knowledge and experience of cross functional working on both HR and finance processes an advantage

Who you are:

You're open: We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are open-minded: to new ideas, new partnerships, new ways of working.

You're optimistic: We believe in the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected.

You're extraordinary: we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day.

What we'll give you:

Passionate, inspired people – We aim to create a culture in which people can do extraordinary work.

Scale and opportunity – We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry.

Challenging and stimulating work – Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge?

#LI-Remote

We are seeking an experienced Workforce Manager to lead and optimize our support team's operational efficiency. This role will oversee real-time management, forecasting, scheduling, and capacity planning to ensure the right staffing levels are maintained across all customer support channels.

 The Workforce Manager will play a critical role in aligning staffing strategies with business goals, ensuring that service level agreements (SLAs) are met while optimizing costs and agent productivity. This individual will lead a team of Real-Time Analysts (RTA) and Scheduling Analysts, collaborating closely with Customer Support Leadership, HR, and Finance to develop best-in-class workforce management practices. The ideal candidate is data-driven, proactive, and experienced in WFM methodologies. They should be able to analyze trends, recommend adjustments, and drive process improvements that enhance efficiency and customer experience.

• Develop and implement long-term workforce strategies to support business objectives and expected volume growth. 

• Lead forecasting and capacity planning efforts, ensuring accurate staffing models across multiple channels (phone, chat, email, etc.)

• Build and refine staffing models that balance service levels, labor costs, and agent utilization.

• Manage headcount planning and hiring recommendations, working closely with Recruiting to ensure staffing needs are met on time. Real-Time & Scheduling Operations

• Oversee real-time monitoring and intraday adjustments to ensure SLAs are met.

• Manage a team of Real-Time Analysts and Scheduling Analysts, coaching them to enhance workforce efficiency.

• Ensure adherence tracking and schedule compliance, minimizing shrinkage and idle time.

 • Drive continuous improvement initiatives to optimize agent occupancy, reduce handle time, and improve overall efficiency. Reporting & Data Analysis

 • Monitor and report on key WFM metrics, including forecast accuracy, occupancy, adherence, and SLA performance.

• Provide regular workforce analytics and recommendations to leadership for operational improvements.

 • Develop and maintain dashboards and reports to track agent performance and staffing trends. Collaboration & Stakeholder Management

• Partner with Customer Support Leadership to align workforce management with business priorities.

• Work closely with Finance & HR to manage labor costs, headcount planning, and budgeting.

 • Collaborate with Technology & Ops teams to optimize workforce management tools and automation.

 • Drive engagement with front-line managers to ensure effective communication of schedules, adherence expectations, and workforce updates.

Country Manager – Mexico

About the Role

We are looking for a highly strategic and commercially driven Country Manager to lead one of the company’s highest-priority growth markets: Mexico.

This role owns the full commercial, operational, and strategic agenda for the country, including building and leading the local team, developing a strong partner ecosystem, and driving revenue across all customer segments — SMB, mid-market, and enterprise.

The ideal candidate will be fluent in positioning and selling across multiple delivery models, including subscription licensing, SaaS, and managed/service-provider offerings, adapting to customer needs and market dynamics.

What You’ll Do

Revenue & GTM Strategy

• Own annual and quarterly ARR targets across all segments and delivery models

• Lead and coach the local sales team across both high-velocity (SMB) and complex enterprise sales cycles

• Drive direct enterprise relationships while enabling channel-led coverage for SMB and mid-market

• Align marketing activities (channel and end-user) with the overall GTM motion

Channel & Partner Ecosystem

• Build and scale a tiered partner ecosystem including VARs, MSPs, MSSPs, telcos, and cloud distributors

• Enable partners to sell and deliver across subscription, SaaS, and managed service models

• Develop service-provider and white-label agreements for BDR/DR-as-a-Service offerings

• Define and execute distribution strategy and co-sell motions with key partners

• Drive partner performance across revenue contribution, pipeline generation, and enablement metrics

Team & Operations

• Hire, develop, and lead local teams across sales, presales, customer success, and marketing

• Own country-level OpEx, headcount planning, and forecasting

• Ensure strong CRM discipline and reporting across pipeline, forecast, and performance metrics

Market Intelligence & Compliance

• Monitor and navigate the regulatory landscape (LFPDPPP, NOM, CNBV, IMSS/SAT data mandates)

• Track competitive dynamics across subscription, SaaS, and managed service models

• Represent the company at key industry events

• Provide ongoing market and competitive intelligence

Customer Success & Retention

• Ensure effective onboarding, adoption, and renewal processes across all delivery formats

• Drive NRR ≥ 110% through upsell, cross-sell, and service expansion

• Guide customers through transitions between delivery models (e.g., subscription to SaaS)

• Build and maintain executive relationships with strategic accounts

What You’ll Bring

Background

• 8–15 years of experience in B2B technology sales, including leadership roles at country or regional level

• Proven ability to manage and sell across SMB, mid-market, and enterprise segments simultaneously

• Experience with at least two of the following: subscription licensing, SaaS, or managed/service-provider models

• Strong background in cybersecurity, data protection, or backup/recovery solutions

• Deep knowledge of the Mexican IT channel ecosystem (distributors, VARs, MSPs, MSSPs, telcos)

• Established network within the CISO and IT leadership community in Mexico

Leadership & Personal Attributes

• Proven ability to build and scale high-performing local teams across different sales motions

• Entrepreneurial mindset with strong ownership and decision-making capabilities

• Executive presence with experience engaging C-level stakeholders and boards

• Strong forecasting discipline and experience with CRM tools (Salesforce, HubSpot)

• Native or near-native Spanish and professional English

What You’ll Get

• Onboarding kit
• Company cellphone 
• Paid home Internet (through modem)
• Coffee & snacks at the office
• Car allowance -
• Health insurance for employee and immediate family group
• Life insurance 

Bonus Skills

• Experience with vendors such as Acronis, Veeam, Veritas, Commvault, or Druva

• Knowledge of Mexican data regulations (LFPDPPP and related frameworks)

• Experience in public sector (government) technology sales

• Hyperscaler partnership experience (AWS, Azure, GCP)

• Experience guiding customers through delivery model transformations

• MBA or equivalent business education

• Portuguese for broader LATAM exposure

• Technical pre-sales or solutions engineering background

#LI-CC1

About You:

Are you interested in launching or growing your career in digital marketing? The WITHIN team is expanding, and we’re looking for a Digital Media Buyer Trainee to support our efforts across multiple marketing channels. This role offers an opportunity to gain hands-on experience and develop expertise in key areas of digital marketing, including Paid Social, Paid Search, Programmatic, Email Marketing, Affiliate Marketing, Search Engine Optimization (SEO), Influencer Marketing, and Retail Media.

As part of a fast-growing company, you’ll collaborate with internal teams and clients to drive performance-driven marketing strategies. This role is perfect for individuals who are analytical, creative, and eager to learn in a dynamic, deadline-driven environment.

What You’ll Learn:

This role will expose you to various marketing channels, helping you develop a strong foundation in performance marketing. Depending on the projects you work on, you may gain experience and training in:

• Paid Social: Learn how to create and manage paid social campaigns on platforms like Facebook, Instagram, TikTok, and LinkedIn, focusing on targeting, budgeting, and performance analysis to drive engagement and conversions.
  
  
• Paid Search: Understand how to create and optimize paid search campaigns on platforms like Google Ads and Bing, including keyword research, ad copywriting, and bidding strategies to maximize return on investment (ROI).
  
  
• Programmatic: Gain insight into programmatic advertising, including working with demand-side platforms (DSPs) to buy display, video, and native ads at scale, optimizing for reach, engagement, and conversions.
  
  
• Email Marketing: Learn how to craft compelling email campaigns, segment audiences, and optimize performance through testing and automation.
  
  
• Affiliate Marketing: Understand how brands collaborate with partners to drive traffic and conversions through commission-based strategies.
  
  
• Search Engine Optimization (SEO): Gain insights into optimizing website content and structure to improve search engine rankings and organic visibility.
  
  
• Influencer Marketing: Explore how brands collaborate with influencers to build awareness, drive engagement, and generate conversions.
  
  
• Retail Media: Discover how brands advertise on e-commerce platforms (e.g., Amazon, Walmart, TikTok Shop, etc.) to increase product visibility and sales.
  
  

Some duties will include and are definitely not limited to:

• Work with a diverse portfolio of clients to support their marketing efforts.
  
  
• Communicate with clients via email and meetings, ensuring alignment on strategy and performance goals.
  
  
• Collaborate with multiple internal teams to design and execute marketing strategies.
  
  
• Produce meaningful marketing KPI dashboards and deliver performance reports with actionable insights.
  
  
• Support A/B testing, consumer research, and data-driven decision-making to enhance campaign performance.
  
  
• Assist in implementing best practices and proprietary technology to optimize marketing strategies.
  
  
• Provide creative and copy recommendations.
  
  

Qualifications and Experience:

• Bachelor’s degree or equivalent experience.
  
  
• Strong analytical and problem-solving skills.
  
  
• Interest in pursuing a career in performance-driven digital marketing.
  
  
• Ability to work in a fast-paced, deadline-oriented environment.
  
  
• Basic knowledge of Microsoft Excel (e.g., conditional statements, pivot tables, VLOOKUPs).
  
  
• Full professional proficiency (written and spoken) in English.

Our interview process includes, but is not limited to, the following:

• Cognitive Aptitude and Typing Test
• Logic assessment on Basic data analytics & problem-solving assessment

2-Month Paid Development & Probation Program

This role begins with a 2-month program designed to provide hands-on training and professional working experience, as well as serve as the standard employment probationary period. During this probationary period, you will be closely supervised by our staff and continuously assessed by to determine if you are competent and trustworthy enough to be a full Digital Media Buyer for WITHIN.  Upon successful completion of this program, you will be staffed on a team to begin working on client accounts on an independent full-time basis immediately!

Note: Employment types may vary by country due to local labor laws, HR will clarify before employees start. 

We offer a competitive salary and benefits based on ability level, including:

• Base salary - 25k MXN
• Unlimited vacation policy
• Health insurance coverage
• Food stipend
• Internet/phone stipend
• Dog friendly office
• Professional Development Program
• This is a fully in-office role based in Mexico City, Mexico. Candidates must be available to work on-site five days a week.
• This is an entry level position. Training and development will be provided.

Note. Please submit your resume in English.