Payins Operations Response Manager

Why you should join dLocal?

dLocal enables the biggest companies in the world to collect payments in 40 countries in emerging markets. Global brands rely on us to increase conversion rates and simplify payment expansion effortlessly. As both a payments processor and a merchant of record where we operate, we make it possible for our merchants to make inroads into the world’s fastest-growing, emerging markets. 

By joining us you will be a part of an amazing global team that makes it all happen, in a flexible, remote-first dynamic culture with travel, health, and learning benefits, among others. Being a part of dLocal means working with 900+ teammates from 25+ different nationalities and developing an international career that impacts millions of people’s daily lives. We are builders, we never run from a challenge, we are customer-centric, and if this sounds like you, we know you will thrive in our team.

What’s the opportunity?

The Payins Operations Response Manager will be the central point of coordination for all issues and requests reported by the Customer Success Team through Jira. This role is critical in ensuring smooth operational workflows by dispatching tasks to the appropriate Operations Teams across multiple countries, ensuring compliance with internal SLAs, and proactively identifying and addressing potential issues that may arise in other regions or with different partners. Additionally, this individual will generate detailed reports to provide visibility into operational performance at various levels, including country, region, merchant, and payment method.

What will I be doing?

• Manage and oversee all issues and requests reported by the Customer Success Team via Jira, ensuring timely and accurate dispatch to the appropriate Operations Teams.
• Monitor and ensure compliance with internal SLAs, driving accountability across the teams.
• Analyze reported issues to identify potential cross-country or partner impacts and work with relevant teams outside Ops to create preventive action plans.
• Collaborate closely with country-specific and regional Operations Teams to ensure swift issue resolution.
• Develop and maintain comprehensive reporting structures to provide operational visibility to management, including metrics by country, region, merchant, payment method, and more.
• Implement improvements to the issue escalation and reporting processes to enhance operational efficiency and performance.
• Act as the Operations and Customer Success team's liaison to ensure alignment and clear communication.

What skills do I need?

• Experience working with global teams across various countries and managing time-sensitive tasks.
• Experience in managing and driving operational processes, especially in a high-volume, fast-paced environment.
• Ability to coordinate and prioritize multiple tasks, keeping teams on track with deadlines and SLAs.
• Excellent analytical skills with the ability to spot trends, patterns, and root causes of recurring issues across countries or partners.
• Experience developing and implementing preventive measures and improvements in operational workflows.
• Advanced Microsoft Excel skills, including data analysis, pivot tables, and reporting.
• Experience working with Jira will be a plus.
• Fluent Level of English and Spanish.

What happens after you apply?

Our Talent Acquisition team is invested in creating the best candidate experience possible, so don’t worry, you will definitely hear from us. We will review your CV and keep you posted by email at every step of the process!

Also, you can check out our webpage, Linkedin, Instagram, and Youtube for more about dLocal!