At R2, we believe that small and medium businesses are the productive engine of society. Small and medium businesses (SMBs) make up over 90% of companies in Latin America, yet they face a trillion-dollar credit gap. Our mission is to unlock SMBs’ potential by providing financial solutions tailored to their needs. We are reimagining the financial infrastructure of Latin America, where SMBs’ financial needs are met without ever having to go to a bank.
R2 enables platforms across Latin America to embed financial services that SMBs can leverage, starting with revenue-based financing. We are a high-performing, close-knit team with talent from organizations such as Google, Amazon, WeWork, Nubank, Uber, Capital One, Mercado Libre, Globant, and J.P. Morgan.
We are entering a new phase of growth following a strategic investment from Ant International, focused on rapidly expanding our partner footprint, strengthening our credit and underwriting capabilities, and scaling operations across multiple markets. As part of this growth journey, eligible team members have the opportunity to participate in R2’s Phantom Share Program, a performance-based incentive designed to align our team with the company’s long-term success and value creation. We believe in building a culture of ownership, where those who help create value share meaningfully in it.
R2 is scaling quickly, and we're looking for a Product Operations Manager (M4) to lead our core operations across Latin America. You will own the day-to-day performance of our Customer Support, Product Operations, and Payments operations across multiple markets, leading a team of operations leads while continuously identifying what to improve, optimize, and automate so our operations stay reliable, efficient, and ready to scale as we add new partners and volume.
What You'll Do
- Lead R2’s Customer Support, Payments, and Product Operations, managing and developing a team of operations leads, analysts, and interns.
- Become a member of the core leadership Product Org team - helping shape the product, product and geo expansion, and technical strategy across R2
- Continuously identify bottlenecks and improvement opportunities across processes, using data to prioritize and lead optimization initiatives end to end.
- Own end-to-end operational performance across Mexico, Colombia, Peru, and Chile, including SLAs, quality, volumes, and cost per operation.
- Define and track the team's core KPIs (response and resolution times, CSAT/NPS, Product Operations turnaround, payment and disbursement accuracy) and turn them into clear priorities for the team.
- Scale operations alongside product through capacity planning, staffing models, and processes that keep pace with new partners and rising loan volumes.
- Drive automation and AI initiatives, such as AI support agents, Product Operations automation, and ops workflows, to increase operating leverage per team member.
- Strengthen operational controls and QA across Product Operations and payments in partnership with Risk, Legal, and Finance.
- Act as the operations counterpart for Product, Engineering, Growth, and Risk, translating operational pain points into product requirements and ensuring smooth rollouts of new features.
- Manage critical escalations with partners and internal teams, and report operational health to leadership.
Who You Are
- Proven track record running customer support, payments, or Product Operations/onboarding operations at scale in a fast-growing environment.
- A people leader who hires, coaches, and develops leads, sets clear priorities, builds accountability, and can roll up their sleeves to also do IC work
- Experience operating across multiple countries in Latin America.
- Data-driven: you define KPIs, build or work closely with dashboards, and use data to make decisions and prioritize.
- Strong process designer, comfortable setting SLAs, documenting workflows, and managing vendors or BPOs.
- Demonstrated experience in working with data, software, and product teams to build the right operating frameworks, data, and dashboards
- Excellent communicator with stakeholders at all levels. Fluent in Spanish and professional English.
- 6-10 years of experience in operations at a fintech, payments, lending, or high-growth tech company, with at least 2 years leading and scaling teams
Bonus
- Hands-on experience implementing AI or automation in operations (AI agents, ticketing tools like Zoho, workflow automation).
- Knowledge of payments regulations in LATAM.
- Portuguese.
- Experience in embedded finance or platform partnerships.
What We Offer
- The chance to join a high-impact, mission-driven fintech.
- Ownership and impact in a fast-paced, growth-oriented startup.
- Cross-functional collaboration with exceptional teams.
- Exposure to complex regulatory challenges and innovation in embedded finance.
Locations: Bogotá - São Paulo - Buenos Aires - Lima
Skills Required
- Proven experience running customer support, payments, or product/onboarding operations at scale in a fast-growing environment
- Experience leading, hiring, coaching, and developing operations teams
- Experience operating across multiple countries in Latin America
- Experience defining KPIs, using dashboards, and making data-driven decisions
- Strong process design skills, including setting SLAs and documenting workflows
- Experience managing vendors or BPOs
- Experience working with data, software, and product teams to build operating frameworks, data, and dashboards
- Fluent Spanish and professional English
- 6-10 years of operations experience in fintech, payments, lending, or high-growth technology
- At least 2 years leading and scaling teams
- Hands-on experience implementing AI or automation in operations
- Knowledge of payments regulations in Latin America
- Portuguese language skills
- Experience in embedded finance or platform partnerships
What We Do
Through our embedded lending infrastructure, we enable platforms to offer capital to their customers in Latin America. R2 has partnered with some of the region's most iconic companies, including Rappi and Clip, to power their capital arms. We are backed by Gradient Ventures (Google's AI-focused fund), General Catalyst, Y Combinator, 166 2nd, Soma Capital, Femsa Ventures, PayU, and other global investors.
