About the team

The Technical Operations (Tech Ops) team is essential for optimizing payment performance and safeguarding Company against financial losses. We focus on enhancing authorization rates, preventing degradation, reducing fraud, avoiding network fines, and ensuring accurate cost management. By collaborating with internal teams, we actively seek automation opportunities and develop workflows to bridge data gaps, driving efficiency and effectiveness in payment processing.

• What you’ll do

In this role, you will act as a player-coach, supporting a team of Tech Ops Payments Analysts. To thrive in this position, you should have a coaching mindset, demonstrated ability to communicate effectively with diverse stakeholders, and a strong track record of driving operational performance. Additionally, you should possess deep expertise in technical automation and SQL, coupled with a passion for inspiring your team to deliver an exceptional user experience.

• Utilize data to guide people management strategies and enhance team productivity
• Play a key role in weekly ops reviews, leading discussions and supporting decision-making with data
• Provide direction and mentorship to your team, setting clear goals and expectations to achieve operational objectives
• Oversee team performance management to ensure alignment with KPIs
• Identify and implement process improvements to enhance operational scalability and user experience
• Manage capacity and scheduling, dividing and assigning work between team members
• Ensure that team members possess the necessary skills and resources to excel in their roles
• Support recruitment and onboarding initiatives to build a talented and diverse team
• Conduct structured career development conversations to coach and mentor team members in achieving their career goals
• Offer continuous performance feedback, and facilitate regular formal performance reviews
• Drive initiatives that foster a warm, engaging, and motivating team environment
• Who you are
• We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.
• 2+ years of experience coaching and leading teams while effectively managing performance
• Demonstrated ability to mentor team members and provide constructive feedback
• Proficient in data analysis, including A/B testing, data quality assessment, and reporting efficiency
• Strong proficiency in SQL
• Strong ownership mindset with the ability to unblock the team using internal and external resources
• Experience in delivering weekly and monthly business metrics and reporting
• Proven ability to work collaboratively with multiple cross-functional stakeholders to drive results
• Excellent written and verbal communication skills in both English and Spanish
• Familiarity with the payments ecosystem
• Experience with Python or other programming languages

Experience with Agentic AI