Global Payments Operations Response Manager
hace 4 semanas
Why dLocal?
dLocal empowers global companies to collect payments in 40 emerging markets. Our clients rely on us to simplify payment expansion and increase conversion rates effortlessly. As both a payments processor and a merchant of record, we enable our merchants to tap into the world's fastest-growing markets.
By joining dLocal, you'll be part of a dynamic global team that makes it all happen. Our flexible, remote-first culture offers travel, health, and learning benefits, among others. You'll work with 900+ teammates from 25+ nationalities and develop an international career that impacts millions of people's daily lives.
The Opportunity
The Payins Operations Response Manager will be the central point of coordination for all issues and requests reported by the Customer Success Team. This role is critical in ensuring smooth operational workflows by dispatching tasks to the appropriate Operations Teams, ensuring compliance with internal SLAs, and proactively identifying and addressing potential issues that may arise in other regions or with different partners.
Key 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.
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.
- Experience working with Jira will be a plus.
- Fluent Level of English and Spanish.
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