Delivery Process & MI Manager

Summary

Join dLocal as our Delivery Process & MI Manager and play a critical role in driving operational excellence. You will design, standardize, and optimize delivery processes while owning the development and management of Delivery KPIs, dashboards, and reporting frameworks. This hybrid role blends process improvement and data-driven decision-making, ensuring efficient and consistent merchant implementation project delivery. You will manage key performance indicators (KPIs) and OKRs, build reporting dashboards, track delivery velocity, and produce regular performance reports. Collaboration with cross-functional teams is key, including support for onboarding and enablement of Delivery team members. This position requires experience in delivery operations, implementation management, or process improvement, ideally within fintech or a related field. dLocal offers a flexible, remote-first culture with various benefits.

Requirements

• 5+ years of experience in delivery operations, implementation management, business analysis, or process improvement (ideally in fintech, payments, SaaS, or tech consulting)
• Strong understanding of implementation/delivery lifecycle in a B2B or merchant-facing environment
• Experience working with global or regional cross-functional teams
• Experience in the payments or digital commerce space
• Excellent strategic planning and organizational skills
• Proven experience managing process documentation and business reporting
• Proficiency in data tools (Excel, Google Sheets, Looker, Tableau, or similar)
• Familiarity with project management tools (Jira, Confluence, Asana, etc.)
• Exceptional communication and stakeholder management skills
• Fluent in English
• Detail-oriented and analytical
• Proactive and results-driven mindset
• Comfortable working in a fast-paced and dynamic environment
• Strong sense of accountability and integrity
• Committed to fostering a culture of continuous improvement and excellence

Responsibilities

• Design and implement standardized end-to-end delivery processes across regions and verticals
• Document best practices, workflows, and control points to ensure scalability and repeatability
• Lead process alignment across cross-functional teams (Product, Tech, Legal, Finance, Ops, etc.)
• Maintain and update the Delivery Toolkit , including enhanced MPADs and SOPs
• Identify and resolve delivery bottlenecks, inefficiencies, or gaps in collaboration models
• Define and maintain key performance indicators (KPIs) and OKRs for Delivery Solutions and Implementation
• Build and manage reporting dashboards (using tools like Tableau, Looker, or Excel)
• Track delivery velocity, time-to-live, pipeline status, and post-launch performance
• Produce regular performance reports for leadership and cross-functional teams
• Support data-driven prioritization, capacity planning, and strategic planning
• Collaborate with Customer Experience, Problem Incidence/ Customer Support and Technical teams to review Delivery related incidences, perform root cause analysis and own action plan to address
• Serve as a central point of contact for reporting needs from Delivery, Ops, and Leadership
• Support onboarding and enablement of Delivery team members on tools and processes
• Collaborate with Product and Engineering on feature-readiness and tracking

Preferred Qualifications

• Other languages are a plus
• Lean Six Sigma or process optimization training is a plus

Benefits

• Remote work: work from anywhere or one of our offices around the globe!*
• 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
• Learning & development: get access to a Premium Coursera subscription
• Language classes: we provide free English, Spanish, or Portuguese classes
• 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!