We're looking for a Product Operations Manager 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 the company 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.
- 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.
Requirements
- 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