Operations Lead

**Why should you join dLocal?**

dLocal enables the biggest companies in the world to collect payments in 40 countries in emerging markets. Global brands rely on us to increase conversion rates and simplify payment expansion effortlessly. As both a payments processor and a merchant of record where we operate, we make it possible for our merchants to make inroads into the world’s fastest-growing, emerging markets.

By joining us you will be a part of an amazing global team that makes it all happen, in a flexible, remote-first dynamic culture with travel, health and learning benefits, among others. Being a part of dLocal means working with 1000+ teammates from 30+ different nationalities and developing an international career that impacts millions of people’s daily lives. We are builders, we never run from a challenge, we are customer-centric, and if this sounds like you, we know you will thrive in our team.

**What's the opportunity?**

As our Operations Lead - Business Continuity, you will not only act as the local execution arm of the Global team, ensuring rapid, effective resolution of daily operational issues at the market and customer level, but also lead and develop a high-performing team that protects merchant experience and maintains operational continuity. Leveraging market-specific expertise and time-zone alignment, you will drive operational excellence while leading your team, aligning with internal stakeholders, and building strong external relationships (processors, acquirers, card networks, APM providers, issuers) to keep operations running smoothly.

**What will I be doing?**:

- Lead, mentor, and develop a team of Operations Specialists, ensuring clear priorities, accountability, and professional growth.
- Oversee triage and resolution of operational incidents end-to-end, ensuring your team provides clear, timely updates to stakeholders.
- Define and implement best practices for incident management, operational enablement, and merchant support at scale.
- Engage directly with processors and partners while guiding your team to manage day-to-day operations, escalate issues, and remove technical/business blockers.
- Drive merchant support readiness, overseeing go-live credentials and tasks, and ensuring robust hypercare during launches.
- Act as the key leadership point of contact for CS/AM on operational enablement and troubleshooting, ensuring consistent standards across markets.
- Perform and oversee root-cause analyses, document incidents and resolutions (e.g., in Jira), and institutionalize learnings across teams and partners.
- Partner with Global leadership to anticipate risks, strengthen business continuity frameworks, and proactively safeguard operational resilience.
- Represent the local Operations function in leadership forums, driving cross-functional alignment and advocating for merchant and partner needs.
- Balance strategic thinking with hands-on execution, ensuring both immediate resolution and long-term operational improvements.

**What skills do I need?**:

- Bachelor’s degree in Business, Engineering, Economics, or related field; fluency in English (additional languages a plus).
- 4-6+ years of experience in payments/fintech operations, incident management, processor/partner support, or merchant operations, including at least 2 years leading teams.
- Proven track record of building, coaching, and leading operational teams in fast-paced, high-pressure environments.
- Deep familiarity with payment operations and the ecosystem (processors, acquirers, APMs, card schemes; credentials, SLAs, settlements/reconciliations).
- Strong troubleshooting and root-cause analysis skills; comfortable coordinating across global internal teams and external partners.
- Excellent leadership, communication, and stakeholder management skills; customer-centric, calm under pressure, and action-oriented.
- Proficiency with Excel/Sheets and ticketing/documentation tools (e.g., Jira).
- A strong analytical and strategic mindset with the ability to manage multiple priorities and scale processes effectively.
- Experience working across time zones and influencing stakeholders at all levels.

**What do we offer?**

Besides the tailored benefits we have for each country, dLocal will help you thrive and go that extra mile by offering you:

- Remote work: work from anywhere or one of our offices around the globe*
- Flexibility: we have flexible schedules and we are driven by performance.
- Fintech industry: work in a dynamic and ever-evolving environment, with plenty to build and boost your creativity.

- Referral bonus program: our internal talents are the best recruiters - refer someone ideal for a role and get rewarded.
- Learning & development: get access to a Premium Coursera subscription.
- Language classes: we provide free English, Spanish, or Portuguese classes.
- Social budget: you'll get a monthly budget to chill out with your team (in person or remotely) and deepen your connections
- dLocal Houses: