Product Operations Manager

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Product Operations Manager based in Brazil.

As a Product Operations Manager, you will lead and scale critical operational functions across Latin America, ensuring seamless customer support, payment processing, and product operations in a fast-growing fintech environment. You will manage and develop multidisciplinary teams while driving operational excellence, efficiency, and service quality across multiple markets. Working closely with Product, Engineering, Growth, Risk, Legal, and Finance, you will translate operational challenges into scalable solutions and product improvements. You will use data-driven insights to optimize performance, establish clear KPIs, and improve service delivery as the business expands its partner network and transaction volumes. You will also champion automation and AI initiatives to streamline workflows, strengthen operational controls, and increase productivity. This is an opportunity to influence product strategy, shape regional expansion, and contribute to innovative embedded finance solutions that help small and medium-sized businesses access the financial services they need.

• Regional Operations Leadership: Oversee Customer Support, Product Operations, and Payments across multiple Latin American markets, including Mexico, Colombia, Peru, and Chile, ensuring consistent performance, service quality, and operational reliability.
• Team Management and Development: Lead, mentor, and develop a team of operations leads, analysts, and interns. Establish clear priorities, promote accountability, support professional growth, and contribute to hiring and team expansion.
• Product Organization Leadership: Participate in the core Product leadership team, contributing to product strategy, geographic expansion, technical priorities, and operational planning.
• Operational Performance Management: Own end-to-end operational performance across regional markets, monitoring service-level agreements (SLAs), quality standards, transaction volumes, turnaround times, and cost per operation.
• KPI Definition and Monitoring: Establish and track key performance indicators, including customer response and resolution times, customer satisfaction (CSAT), Net Promoter Score (NPS), Product Operations turnaround times, and payment and disbursement accuracy.
• Process Optimization: Identify operational bottlenecks, inefficiencies, and improvement opportunities. Use data and root-cause analysis to prioritize initiatives and lead optimization projects from identification through implementation and measurement.
• Operational Scalability: Develop capacity plans, staffing models, and standardized workflows that support increasing transaction volumes, new partner integrations, and expansion into additional markets.
• AI and Automation Initiatives: Lead the adoption of AI-powered support agents, automated Product Operations workflows, ticketing solutions, and other process automation tools to improve productivity and operational scalability.
• Quality Assurance and Operational Controls: Strengthen quality assurance, compliance controls, and payment processes in collaboration with Risk, Legal, and Finance teams, ensuring accuracy, consistency, and appropriate oversight.
• Cross-Functional Collaboration: Act as the operational counterpart for Product, Engineering, Growth, and Risk, translating operational pain points into product requirements and ensuring effective implementation and rollout of new features.
• Partner and Escalation Management: Handle critical operational escalations involving partners and internal stakeholders, coordinating timely resolution and minimizing disruption to customer and business operations.
• Leadership Reporting: Communicate operational health, performance trends, risks, and improvement initiatives to senior leadership, providing clear insights to support strategic decisions.

Requirements:

• Professional Experience: Between 6 and 10 years of experience in operations within fintech, payments, lending, or high-growth technology companies, including at least 2 years of experience leading and scaling teams.
• Operational Leadership: Proven experience managing Customer Support, Payments, Product Operations, onboarding, or similar operational functions in a high-volume, fast-growing environment.
• People Management: Demonstrated ability to hire, coach, and develop team leaders and individual contributors, establish clear expectations, manage performance, and balance strategic leadership with hands-on execution.
• Regional Experience: Experience managing operations across multiple Latin American countries, with the ability to adapt processes to different market conditions and operational requirements.
• Data-Driven Decision-Making: Strong analytical skills and experience defining KPIs, working with dashboards, interpreting operational data, and using metrics to prioritize improvements and evaluate results.
• Process Design and Optimization: Proven ability to design scalable processes, establish SLAs, document workflows, identify bottlenecks, and implement continuous improvement initiatives.
• Product and Technology Collaboration: Experience working with product, engineering, and data teams to develop operational frameworks, reporting capabilities, dashboards, and technology-enabled solutions.
• Vendor and BPO Management: Familiarity with managing external service providers, business process outsourcing (BPO) partners, and operational performance agreements.
• Payments and Operational Controls: Understanding of payment operations, transaction accuracy, quality assurance, and operational risk management.
• Communication and Stakeholder Management: Excellent communication skills, with the ability to collaborate effectively with stakeholders at all organizational levels and communicate complex operational issues clearly.
• Languages: Fluency in Spanish and professional proficiency in English are required. Portuguese is an advantage.
• AI and Automation: Hands-on experience implementing AI-powered tools or operational automation, including AI agents, ticketing platforms such as Zoho, or workflow automation solutions, is desirable.
• Regulatory Knowledge: Familiarity with payments regulations and compliance requirements across Latin America is a plus.
• Embedded Finance Experience: Previous experience in embedded finance, lending infrastructure, or platform partnerships is an advantage.
• Leadership Mindset: Strategic thinking, ownership, adaptability, strong problem-solving skills, and the ability to drive results in a dynamic, high-growth environment.

Benefits:

• Employment Type: Full-time position.
• Work Model: Remote, with location options including São Paulo, Brazil, as well as Bogotá, Buenos Aires, and Lima.
• Meaningful Impact: Opportunity to contribute to a mission-driven fintech focused on improving access to financial services for small and medium-sized businesses.
• Leadership and Ownership: Significant responsibility for regional operations, team development, and initiatives that directly influence business performance.
• Strategic Influence: Opportunity to contribute to product strategy, operational innovation, and geographic expansion as part of the core Product leadership team.
• Cross-Functional Collaboration: Work alongside experienced professionals across Product, Engineering, Growth, Risk, Legal, and Finance.
• Innovation and Technology: Exposure to AI-powered automation, embedded finance, payment infrastructure, and evolving financial technology solutions.
• Regional and International Exposure: Opportunity to address complex operational and regulatory challenges across multiple Latin American markets.
• Growth and Development: A fast-paced, growth-oriented environment that encourages initiative, continuous improvement, and professional development.
• Performance-Based Ownership Opportunity: Eligible team members may have the opportunity to participate in a Phantom Share Program, a performance-based incentive designed to align individual contributions with long-term company value creation. Eligibility and participation are subject to the program's applicable terms.