Product Operations Manager

Jobgether; United States; A distancia; USD 150.000 - 190.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote work

Global locations

Phantom Share program

Descripción de la vacante

Jobgether seeks a Regional Operations Leader to oversee Customer Support, Product Operations, and Payments across LATAM markets (Mexico, Colombia, Peru, Chile) with a focus on scalable operations and partner collaboration.

You will lead a team of operations leads, analysts, and interns, shaping strategy within the Product leadership context and driving efficiency across regions.

Formación

• 6–10 years in operations within fintech, payments, or high-growth tech, including 2+ years leading teams.
• Experience running Customer Support, Payments, or Product Ops in fast-growth settings.
• Regional operations across multiple LATAM markets; adapt processes per market.

Responsabilidades

• Oversee regional operations including support, product operations, and payments.
• Lead and develop operations teams, set priorities, and drive hiring.
• Collaborate with Product, Engineering, Growth, Risk, Legal, and Finance on initiatives.
• Define and monitor SLAs, CSAT, NPS, and operational costs.
• Lead AI-powered and automation initiatives to scale operations.
• Coordinate critical escalations with partners and internal stakeholders.

Conocimientos

People leadership

Regional experience

Data-driven decisions

Cross-functional collaboration

AI/Automation

Vendor management

Herramientas

Zoho

Descripción del empleo

Accountabilities:

• 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.