Subject Matter Expert

About the role

Sutherland is hiring a Subject Matter Expert (SME) in Bogotá. The SME acts as the primary operational expert supporting Implementation Project Managers (IPMs) on complex projects, Go-Back cases, exceptions and escalations. The role ensures adherence to implementation processes, validates project execution, manages project and case queues and prioritizes work by customer impact, urgency and SLA requirements.

Key responsibilities

• Provide subject matter expertise, guidance and escalation support to IPMs handling complex implementations, exceptions and customer escalations.
• Manage and prioritize Implementation Project and Case queues, ensuring timely resolution and SLA compliance while keeping backlogs healthy.
• Monitor key performance metrics such as CSAT, DSAT, cycle time, BTFS, order accuracy, installation readiness and project delivery outcomes, identifying trends, risks and improvement opportunities.
• Review customer dissatisfaction cases, recurring operational gaps and process exceptions, driving corrective and preventive actions.
• Collaborate with cross-functional teams to resolve project blockers, optimize workflows and improve implementation effectiveness.
• Coach and guide IPMs on process compliance and consistent execution.

Required profile

• Bachelor's degree in Business, Project Management, Operations, Information Technology or a related field, or equivalent professional experience.
• 3+ years of experience in project management, implementation operations, customer success, service delivery or a similar operational environment.
• Strong understanding of project execution, escalation management, queue management and process compliance.
• Ability to analyze operational metrics, identify performance gaps and drive continuous improvement.
• Excellent problem-solving, organizational, communication and stakeholder management skills, with the ability to handle multiple priorities accurately in a fast-paced environment.

Required skills

• Proficiency in Microsoft Office applications.
• Experience with CRM, case management or project tracking tools is preferred.

What we offer

• Competitive compensation with base pay, incentives, overtime and shift differentials for certain shifts.
• Annual merit increase based on performance, paid vacation and sick leave.
• Paid training, whether onsite or work at home.
• Health and life insurance plan, paid referral program and career development opportunities.