Sutherland: Subject Matter Expert — Bogotá, Bogota, Colombia

About Sutherland

Sutherland works in business and digital transformation, combining technology services with business-process expertise. Its employer descriptions identify artificial intelligence, automation, cloud engineering and advanced analytics as areas of activity. The company uses products, platforms and service delivery to improve business operations and customer experiences. Its stated approach brings human expertise together with AI, adapting technology and process changes to the needs of the organisation receiving the service rather than providing only a standalone software product.

The position and its setting

Sutherland lists Subject Matter Expert in Bogotá, Bogota, Colombia, under reference REF47510E. The details below separate the work described by the employer from essential conditions, preferred experience and practical preparation advice.

• Employment type: Full-time
• Employer listing date: 6 October 2026
• Brands: Sutherland

Responsibilities and work described

• The Subject Matter Expert (SME) serves as the primary operational expert supporting Implementation Project Managers (IPMs) with complex projects, Go-Back cases, exceptions, and escalations
• This role ensures adherence to implementation processes, validates project execution, manages project and case queues, and prioritizes work based on customer impact, urgency, and SLA requirements
• The SME is responsible for monitoring operational performance, identifying risks, driving continuous improvement initiatives, and partnering with cross-functional teams to optimize customer experience and successful project delivery
• Delivery: subject matter expertise, guidance, and escalation support to IPMs handling complex implementations, exceptions, and customer escalations
• Management: and prioritize Implementation Project and Case queues, ensuring timely resolution and compliance with SLA commitments while maintaining backlog health
• Monitoring: key performance metrics including CSAT, DSAT, Cycle Time, BTFS, order accuracy, installation readiness, and project delivery outcomes; identify trends, risks, and improvement opportunities
• Research / execution: reviews of customer dissatisfaction cases, recurring operational gaps, and process exceptions, driving corrective actions and preventive solutions
• Collaboration: with cross-functional teams to resolve project blockers, optimize workflows, and improve implementation effectiveness
• Delivery: coaching and process guidance to IPMs, promoting process compliance, execution consistency, and an enhanced customer experience

Essential requirements and candidate background

• 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 related operational environment
• Understanding: project execution, escalation management, queue management, and process compliance
• Analyze operational metrics, identify performance gaps, and drive continuous improvement initiatives
• Problem-solving, organizational, communication, and stakeholder management skills
• Ability to manage multiple priorities in a fast-paced environment while maintaining a high level of accuracy and customer focus

Preferred experience and additional strengths

• Proficiency: Microsoft Office applications and experience using CRM, case management, or project tracking tools preferred

Location, schedule and contract conditions

For this overseas or regional listing, confirm work authorisation and any location restrictions with the employer. The location does not establish visa sponsorship or permission to work remotely from India.

• Work arrangement: On-site
• Advertised location: Bogotá, Bogota, Colombia

Pay and application dates

A verified salary figure is not established in this article. An online estimate for another Subject Matter Expert vacancy is not an offer for reference REF47510E; use the employer’s own pay disclosure and recruitment communication.

A closing date is not confirmed in this article. Check the current employer page before submitting: an undated posting can change or be withdrawn.

How to apply to Sutherland

Applications follow the official employer page linked below.

Open the official Sutherland posting below and match the title and reference REF47510E.

Compare your qualifications and experience with the essential conditions for the Bogotá, Bogota, Colombia position, then read the preferred criteria separately.

Prepare an accurate CV and the supporting items requested in that employer’s application. Provide only information and documents you are authorised to share.

Use the employer’s application option, complete the required fields and review the submission. Retain the acknowledgement when one is provided. Job Alerts World does not receive the application.

Practical preparation: compliance

Compliance experience should identify the business process, applicable internal controls and the work you performed. Explain evidence gathering, review, escalation or remediation where those were part of your role.

Relevant skills

• MS Office
• compliance
• project management
• stakeholder management
• communication