Product Operations Manager, LatAm

This is a fully remote position, open to applicants in Colombia, +3 more countries.

📋 Description

• Oversee R2’s Customer Support, Payments, and Product Operations.

• Lead and nurture a team comprising operations leads, analysts, and interns.

• Contribute to the development of product strategy, geographic expansion, and technical direction as a member of the Product organization leadership team.

• Analyze data to pinpoint bottlenecks and areas for improvement, spearheading optimization projects from start to finish.

• Manage operational performance across Mexico, Colombia, Peru, and Chile, focusing on SLAs, quality, volume, and cost per operation.

• Establish and monitor KPIs such as response and resolution times, CSAT/NPS, Product Operations turnaround, and accuracy in payment/disbursement.

• Enhance operations through capacity planning, staffing models, and scalable processes.

• Lead initiatives in automation and AI, including the implementation of AI support agents, automation of Product Operations, and streamlining operations workflows.

• Reinforce operational controls and quality assurance across Product Operations and payments in collaboration with Risk, Legal, and Finance teams.

• Collaborate with Product, Engineering, Growth, and Risk to convert operational challenges into product requirements and assist in feature launches.

• Handle critical escalations with partners and internal stakeholders.

• Provide reports on operational health to leadership.

⛳️ Requirements

• Demonstrated experience managing customer support, payments, or Product Operations/onboarding operations at scale in a rapidly growing environment.

• Proven ability to operate across multiple countries within Latin America.

• Data-driven mindset: capable of defining KPIs, utilizing dashboards, and leveraging data to inform decisions and set priorities.

• Strong skills in process design, comfortable with establishing SLAs, documenting workflows, and managing vendors or BPOs.

• Experience collaborating with data, software, and product teams to develop operational frameworks, data insights, and dashboards.

• Exceptional communication skills with stakeholders at all organizational levels.

• Proficient in Spanish and professional English.

• 6-10 years of operational experience in a fintech, payments, lending, or high-growth technology company.

• A minimum of 2 years in leadership roles focused on team scaling.

• Practical experience in implementing AI or automation within operations (preferred).

• Familiarity with payments regulations in LATAM (preferred).

• Knowledge of Portuguese (preferred).

• Experience in embedded finance or platform partnerships (preferred).

🏝️ Benefits

• Eligible team members can participate in R2’s Phantom Share Program, a performance-based incentive.

• Opportunity to become part of a high-impact, mission-driven fintech company.

• Enjoy ownership and a significant impact in a fast-paced, growth-oriented startup.

• Engage in cross-functional collaboration with outstanding teams.

• Gain exposure to complex regulatory challenges and innovations in embedded finance.