Merchant Operations Lead

About the Role

The Merchant Operations Lead plays a key role in our Central Operations team for Latin America. In this position, you'll lead a team focused on enhancing Merchant Quality and Experience across all CASA (Central and South America) markets, always with a hyperlocal mindset. You'll work closely with CASA's leadership to shape strategy and drive key results across the region.

This is a great opportunity for someone who thrives in dynamic environments, enjoys solving complex problems, and wants to make a meaningful impact at scale.

What You'll Do

• Lead a high-performing team: You'll manage a large, results-driven team, setting clear goals, expectations, and workflows to deliver operational excellence and measurable outcomes.
• Turn data into action: You'll closely monitor merchant operations, diving deep into marketplace dynamics. You'll identify issues, propose solutions, and lead the implementation of continuous improvements.
• Shape the merchant strategy: You'll align the territory strategy with our long-term merchant vision to enhance experience and drive sustainable growth.
• Collaborate across teams: Partner with CASA's territory and commercial teams to understand local needs and priorities, embedding them into scalable, long-term merchant processes.

• A minimun of 5 years of experience in project management, business operations, marketplace, strategy & operations tech, consulting or fast-paced, high-growth environments.
• Between 1 or 2 yeas of experience as people manager.
• Experience managing cross-functional teams or leading complex projects with multiple stakeholders.
• Strong analytical skills and a strategic mindset-you're comfortable working with data, experimenting, and making decisions in complex, sometimes ambiguous scenarios.
• A mix of high-level thinking and hands-on execution-you can step back and define a long-term strategy, but also dive into the details when needed.
• Excellent communication and stakeholder management skills. You align priorities and negotiate trade-offs with clarity and empathy.
• A proven sense of ownership and accountability, with a bias for action and strong follow-through.
• Professional fluency in English and Spanish.

• Proficiency in Excel and familiarity with databases (e.g., SQL or similar tools). Comfortable learning and adapting to new software.