dLocal is a technology company and the #1 payments leader with a single solution focused on Latin America and other emerging markets.
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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.
Enablement & commercial responsibilities
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.
Merchant-facing operational support
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.
Performance optimization & market intelligence
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.
Governance, reporting & continuous improvement
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.
What skills do I need?
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).
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