The Role
The role involves managing strategic partner relationships, leading operational excellence, optimizing performance, and ensuring compliance in global payments. It requires negotiation of high-value agreements and oversight of merchant integrations with a focus on continuous improvement and performance strategies.
Summary Generated by Built In
Why should you 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. Being a part of dLocal means working with 1000+ teammates from 30+ 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 Will I Be Doing?
- 1. Strategic Partner & Processor Management
- Own the end-to-end strategic relationship with high-impact partners and processors, including onboarding, contract lifecycle management, operational migrations, and roadmap alignment.
- Lead complex, multi-party root-cause investigations and drive cross-functional remediation plans to resolve business, operational, and technical issues.
- Act as the senior liaison across Business Assurance, Product, Engineering, Compliance, and external partners to align operational standards with market and regulatory requirements.
- Drive long-term partner performance planning, ensuring alignment with business goals, go-to-market strategies, and global expansion initiatives.
- 2. Enablement & Commercial Leadership
- Negotiate high-value commercial agreements, including pricing, SLAs, liability frameworks, and feature-enablement contracts across global markets.
- Own card-scheme and APM fines & mandates governance, ensuring compliance, submitting evidence where needed, and managing all mitigation efforts internally and with partners.
- Lead enablement of new tenders, payment flows, and capabilities, ensuring seamless commercial, technical, and operational rollout across regions.
- 3. Merchant-Facing Escalation & Operational Excellence
- Oversee senior-level hypercare and escalation management for high-value merchants during integrations, go-lives, and critical incidents.
- Partner with Customer Success, Sales, and Account Management teams to embed scalable operational frameworks that reduce friction and elevate merchant experience.
- Serve as the operational escalation point for complex incidents, ensuring timely stakeholder communication and structured resolution.
- 4. Performance Optimization & Market Intelligence
- Own partner-level performance strategy, including approval rate optimization, cost reduction initiatives, intelligent routing, and SLA adherence.
- Analyze partner data, rejection trends, and root-cause indicators to design initiatives that improve performance and reduce operational overhead.
- Track and benchmark the global payments ecosystem—identifying emerging capabilities, new tenders, and competitive differentiators to strengthen operational strategy.
- 5. Governance, Reporting & Continuous Improvement
- Lead the Partner Health Matrix program end-to-end, including health reviews, executive reporting, risk assessments, and remediation planning.
- Present insights, KPIs, and program outcomes to senior leadership, ensuring transparency on performance, risk, and strategic opportunities.
- Drive continuous improvement initiatives across operations, partner management, and merchant enablement to enhance global scalability and reduce complexity.
- Champion operational excellence and consistency across regions, time zones, and cross-functional teams.
What Skills Do I Need?
- 8–10+ years experience in payments/fintech operations, partner or processor management, issuing/acquiring operations, or APM ecosystems.
- Proven leadership managing complex global partner ecosystems, commercial negotiations, and high-impact escalations.
- Expert understanding of payment flows, APIs, webhooks, routing, credentials, disputes, settlement, and reconciliation.
- Strong commercial acumen with a track record of negotiating pricing, SLAs, and strategic agreements.
- Deep understanding of scheme rules, mandates, fines, compliance, and operational risk.
- Highly data-driven, with strong Excel/Sheets skills; SQL or BI tools preferred.
- Exceptional communication and ability to influence senior stakeholders internally and externally.
- Experience leading cross-functional programs, merchant go-lives, operational rollouts, and technical migrations under tight timelines.
- Strong ownership mindset—thrives in ambiguity, manages multiple initiatives across time zones, and operates with urgency.
- Bachelor’s degree in Business, Engineering, Economics, Computer Science, or related field.
What do we offer?
Besides the tailored benefits we have for each country, dLocal will help you thrive and go that extra mile by offering you:
- Flexibility: we have flexible schedules and we are driven by performance.
- Fintech industry: work in a dynamic and ever-evolving environment, with plenty to build and boost your creativity.
- Referral bonus program: our internal talents are the best recruiters - refer someone ideal for a role and get rewarded.
- Social budget: you'll get a monthly budget to chill out with your team (in person or remotely) and deepen your connections!
- dLocal Houses: want to rent a house to spend one week anywhere in the world coworking with your team? We’ve got your back!
Flexibility in how you work: We focus on impact and productivity over fixed hours. This means our teams have flexible schedules and, depending on your role and location, you will combine self‑managed focus time with moments of in‑person connection in our collaboration hubs.
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 and Youtube for more about dLocal!
Skills Required
- 8 - 10+ years experience in payments/fintech operations, partner or processor management, issuing/acquiring operations, or APM ecosystems
- Proven leadership managing complex global partner ecosystems
- Expert understanding of payment flows, APIs, webhooks, routing, credentials, disputes, settlement, and reconciliation
- Strong commercial acumen with a track record of negotiating pricing, SLAs, and strategic agreements
- Deep understanding of scheme rules, mandates, fines, compliance, and operational risk
- Highly data-driven, with strong Excel/Sheets skills; SQL or BI tools preferred
- Exceptional communication and ability to influence senior stakeholders internally and externally
- Experience leading cross-functional programs, merchant go-lives, operational rollouts, and technical migrations under tight timelines
- Strong ownership mindset--thrives in ambiguity, manages multiple initiatives across time zones, and operates with urgency
- Bachelor's degree in Business, Engineering, Economics, Computer Science, or related field
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
dLocal started with one goal – to close the payments innovation gap between global enterprise companies, and customers in emerging economies. We have over 900 payment methods, in more than 40 countries. With the ability to accept local payment methods and facilitate cross-border fund settlement worldwide, our merchants reach billions of underserved consumers in the high-growth markets of Africa, Asia, and Latin America. dLocal offers the ideal payment solutions for global commerce: Payins: Accept local payment methods Payouts: Compliantly send funds cross-border Defense Suite: Manage fraud effectively dLocal for Platforms: Unify your platform’s payment solution Local Issuing: Localize payments for your gig-economy workers, suppliers, and partners
