dLocal is hiring a
Operations Response Manager

Summary

Join a global team that makes it possible for merchants to collect payments in emerging markets. As a Payins Operations Response Manager, you will be the central point of coordination for all issues and requests reported by the Customer Success Team.

Requirements

• 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
• Fluent Level of English and Spanish

Responsibilities

• 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