Payment Operations Lead
Owner.com
SQL
Job Level
Mid-LevelSenior
Tech Stack
SQL
About the role
- Lead operational excellence across dLocal’s Payins network by building and managing long-term, value-driven relationships with processors, acquirers, APM providers, card schemes, and issuers.
- Be the primary operational partner manager for key partners, owning partner health, performance improvements, and commercial outcomes.
- Own day-to-day operational relationship for assigned partners: onboarding, credential/contract changes, operational migrations, and go-live readiness.
- Coordinate root-cause investigations and remediation with partners and internal teams to resolve business and technical blockers.
- Coordinate with Business Assurance and relay processor feedback; support market-specific needs and practices to improve continuity.
- Negotiate pricing, SLAs and special commercial terms; enable partner features and new payment flows.
- Manage the fines process: track, upload evidence, and ensure card-scheme mandates are implemented.
- Provide hands-on enablement and hypercare for merchant integrations and go-lives; act as the escalation contact for CS and AM teams during critical incidents.
- Analyze rejection reasons, partner performance, and routing to implement initiatives that increase approvals and reduce costs.
- Identify and help integrate new operational capabilities (new tenders, features) and benchmark partner performance against market standards.
- Maintain and drive the Partners Health Matrix; run health reviews and deliver action plans.
- Report progress, risks and outcomes to stakeholders; own core KPIs and continuous improvement initiatives.
- Work cross-functionally (Customer Success, Commercial AMs, Product, Compliance, Global Payins) to reduce costs, increase approvals and reliability, and deliver best-in-class merchant go-lives.
- Drive measurable impact: improve approval rates, reduce latency and costs, lower incident escalation, and accelerate merchant time-to-revenue.
- Lead the end-to-end process of identifying, evaluating, negotiating, and implementing new payment methods, as well as optimizing existing solutions to ensure continuous operational excellence and seamless integration across the business.
Requirements
- 4–6+ years in payments/fintech operations, partner/processor or issuing and acquiring management (experience with card schemes and APMs strongly preferred).
- Proven ability to negotiate pricing, SLAs and commercial agreements with partners.
- Strong understanding of payment flows and operations (APIs, webhooks, credentials, routing, settlement, reconciliation); comfortable working with Product and Engineering.
- Data-driven mindset with strong root-cause analysis skills.
- Proficient with Excel/Sheets; SQL or BI tools a plus.
- Working knowledge of scheme mandates, fines processes, and operational compliance (AML/KYC considerations).
- Excellent communication and ability to influence across functions and with external partners.
- Experience leading cross-functional programs, merchant go-lives, and driving actions under tight timelines.
- Bias for action, ownership, strong organisation, and ability to operate across time zones and manage multiple initiatives.
- Bachelor’s degree in Business, Computer Science, Engineering, Economics, or related field; fluency in English (additional languages a plus).
