B2B Customer Journey Coordinator

Open English; Colombia; On-site; COP 144,597,476 - 216,896,215; Full time

Job summary

A leading EdTech platform is seeking a B2B Customer Journey Coordinator in Colombia. This role focuses on enhancing the corporate client experience and ensuring operational excellence. Key responsibilities include supervising the Customer Success team, leading a specialized Call Center, and ensuring compliance with quality standards. Candidates should possess a degree in Business or related fields, and have 2-3 years of experience in operational coordination. Join a dynamic team dedicated to transforming language learning through innovative solutions.

Qualifications

• 2 to 3 years of experience in operational coordination roles, supervision of B2B support teams, or related areas.
• Experience leading or coordinating operational and/or commercial teams.
• High capacity for organization, prioritization, and follow-up.

Responsibilities

• Supervise execution of Customer Success team's processes.
• Coordinate the B2B inbound prospecting team.
• Identify continuous improvement opportunities based on operational findings.

Skills

Operational coordination

Team leadership

Process improvement

Analytical thinking

CRM tools (Salesforce)

English (B2)

Education

Professional degree in Business Administration, Industrial Engineering, Marketing, or related fields

Tools

Excel

Google Sheets

Job description

Overview

Open English has been a leader in English language teaching through virtual classes for over 15 years. We are proud to be a global and digital education (EdTech) the leading English-learning platform in over 30 markets, including Latin America, Brazil, the U.S. Hispanic market, Turkey, and Spain, among others. With over 3 million students enrolled to date, Open English is transforming the traditional language-learning model through its proprietary technology platform, offering unlimited, 24/7 access to live online classes with native-speaking instructors.

The company provides tailored solutions for individuals, businesses (Open English Business), and children (Open English Junior). It has also expanded its offering to include French, Italian, and Portuguese programs through Open Mundo. Backed by over $150 million in venture capital from top-tier firms such as Insight Partners and TCV, Open English continues to scale globally following its acquisitions of English Ninjas in Turkey and Enguru in India. The company is headquartered in Miami, with offices across Mexico City, Bogotá, Buenos Aires, Istanbul, Bangalore, and São Paulo.

We invite you to join us and be part of an innovative team dedicated to empowering our students. We are constantly seeking the best professionals in their fields to join our team. We offer the opportunity to work together and implement new ideas in a joyful and inspiring work environment.

Role Objective

In this role, you will be responsible for three fundamental pillars of our corporate client experience:

1. Customer Journey Orchestration & Lifecycle Excellence As the B2B Customer Journey Coordinator, you will act as the guardian of our corporate client experience. Your mission is to ensure that the client lifecycle is executed with operational excellence to maximize retention and account growth. Working closely with the Customer Success Jr. Leads and their teams, you will be responsible for the end-to-end management and execution of the corporate journey, ensuring it remains consistent, efficient, and strictly aligned with the company’s established quality standards.

2. Strategic Corporate Alliances Monitoring Within the Corporate Alliances area, you will monitor key accounts to ensure process compliance and high-quality interactions at every touchpoint. You will be responsible for delivering a tailored experience that aligns with each specific client segment and alliance objective.

3. Operational Leadership & Team Management Additionally, you will lead a specialized Call Center team consisting of a Supervisor, Customer Success Advisors focused on Tier 4 account management, and Business Development Executives dedicated to inbound lead management. Your leadership will be key to driving team performance and operational efficiency.

Main Responsibilities

• Supervise the correct execution of the Customer Success team's processes, ensuring the correct application of the defined customer journey, compliance with operational standards, service levels, and guidelines for corporate account management.
• Coordinate the B2B inbound prospecting team under their charge, focusing on the structuring, follow-up, and optimization of lead and opportunity management processes.
• Generate early warnings for operational deviations, process non-compliance, or potential risks that could impact the area\'s results or the client\'s experience.
• Identify continuous improvement opportunities based on operational findings, data analysis, and day-to-day observations, proposing and driving adjustments in processes, workflows, and tools.
• Prepare audits and status reports, operational follow-up minutes, and executive presentations on the performance of the teams and processes under their charge.
• Ensure that information repositories, operational documentation, and materials for each assigned project or account are kept updated, organized, and properly documented.
• Act as an operational point of contact for key clients when required, supporting the relationship and detecting opportunities for business model evolution.
• Coordinate with internal areas for the aligned and efficient execution of defined strategies.
• Support the implementation of new processes, tools, or operational changes, ensuring their correct adoption, follow-up, and stabilization.
• Monitor and track key B2B customer journey KPIs, including execution, experience, operational efficiency, and results indicators, proposing corrective actions when necessary.
• Ensure the correct implementation of the journeys, playbooks, and guidelines defined by the company, raising opportunities for improvement or adjustments when the operation requires it.
• Facilitate the resolution of operational non-conformities and follow up on action plans derived from audits, internal reviews, or specific business requests.
• Timely management and escalation of relevant operational incidents or critical deviations that impact the client\'s experience or business results.

Job Requirements

• Professional degree in Business Administration, Industrial Engineering, Marketing, or related fields.
• 2 to 3 years of experience in operational coordination roles, supervision of B2B support teams, or related areas.
• Experience leading or coordinating operational and/or commercial teams (directly or indirectly).
• Proven ability to:
• Execute and enforce processes.
• Detect operational deviations and generate early warnings.
• Propose and implement process improvements.
• Experience working with CRM tools (Salesforce desirable).
• Experience in operational analysis and preparation of performance reports.
• Intermediate proficiency in analysis and productivity tools (Excel / Google Sheets/dashboards).
• Experience working cross-functionally with areas such as Sales, CS, Finance, Product, or Systems.
• B2 English level (desirable), with the ability to read documentation, participate in meetings, and communicate functionally.
• High capacity for organization, prioritization, and follow-up.
• Proactive, structured, and results-oriented profile.
• Leadership and management of work teams.
• Analytical thinking and auditing capacity.
• Focus on execution and continuous improvement.
• Ability to manage multiple operational fronts simultaneously.
• Clear and assertive communication with teams and stakeholders.
• Orientation towards order and quality in information records.
• Sense of responsibility and confidentiality in handling B2B account data.