Head of Operations

Company Description

We're – you might not know our name, but companies like eBay, ASOS, Klarna, Uber Eats, and Sony do. That moment when you check out online? We make it happen.

is where the world checks out. Our global network powers billions of transactions every year, making money move without making a fuss. We spent years perfecting a service most people will never notice. Because when digital payments just work, businesses grow, customers stay, and no one stops to think about why.

With 19 offices spanning six continents, we feel at home everywhere – but London is our HQ. Wherever our people work their magic, they're fast-moving, performance-obsessed, and driven by being better every day. Ideal. Because a role here isn't just another job; it's a career-defining opportunity to build the future of fintech.

Job Description

As we continue to scale our business and strengthen our presence across the Americas, we are opening a new Operations Hub in Mexico City to support our rapidly growing merchant base and ambitious expansion plans. We are seeking an exceptional Head of Operations to establish, lead, and grow our operations in Mexico City.

The Head of Operations/Site Leader will be responsible for building a high-performing team, driving operational excellence, and ensuring seamless execution across the region.

Job Description

Talent Attraction and Development

• Act as a talent ambassador for the Mexico City site ensuring we attract, motivate and retain industry-leading professionals in the region
• Foster a culture of transparency and collaboration acting as an escalation point for the site and defusing complex challenges transparently and efficiently
• Lead with utmost rigor and accountability in line with our global #unite value and in accordance with our operating principles; ensure that the talented teams in our Mexico City office also espouse and live by the same values and operating principles
• Provide guidance and support for career development, performance management, and skill enhancement
• Lead our workplace experience and people operations teams on the ground to ensure that all issues (big and small) affecting our Mexico City workforce are addressed quickly to ensure the working environment continues to excel

Matrixed Functional Oversight

• Partner with functional leaders across to help manage their on the ground resources in Mexico City across all functions represented locally - customer due diligence, merchant onboarding, merchant operations and support
• Partner with functional leaders to achieve goals, OKRs and roadmaps, and to establish and track clear effectiveness and efficiency KPIs for each team and drive a metric-driven and high accountability culture
• Partner with Americas leaders in the US and Brazil to ensure that the needs of those markets and our customers are being addressed with global timezone coverage of operational functions. Collaborate on opportunities for further location strategy planning across Americas sites.
• Lay the foundations for the hub's operating model, ensuring the right resources, tools, and processes are in place to deliver on business goals.
• Stay abreast of industry trends and technological advancements to guarantee the site continues to operate at industry-leading standards
• Champion innovation and advocate for the adoption of new technologies, systems and tools to enhance our people, products and services

Risk Management and Compliance

• Ensure that operational processes are efficient, compliant, have the right controls, and are aligned with industry best practices, regulatory standards and compliance requirements Implement robust risk management practices to identify and mitigate potential operational and compliance risks
• Ensure that all activities within the center adhere to industry regulations and security standards In partnership with relevant central functions, ensure all Mexico operations are compliant with relevant regulation and the company operates according to the highest ethical standards

Stakeholder Management

• Establish and maintain strong relationships with cross-functional teams both represented in the Mexico site and broadly across
• Communicate effectively with senior leadership, providing regular updates on center performance, challenges, and opportunities for improvement (including closer collaboration with other sites/teams)

The ideal candidate will bring demonstrable experience leading complex teams (ideally in similar operational site set-ups) and will possess a strong blend of people leadership, technical acumen, and strategic thinking to drive the center's success and contribute to the growth of our business and deliver maximum impact to our merchants, not just in Mexico, but globally.

We are also looking for:

• Proven track record of managing globally cross-functional teams and driving operational excellence across a complex, high-performing organization
• Demonstrable experience as a Country Manager and/or similar Senior Operations/ GM leader in a fast-paced BPO/ Professional Services/ Financial Services / Fintech company;
• Experience dealing with and/or overseeing Operations, preferably in the Customer Service, Risk or Compliance domains
• Proven experience in driving innovation and technological advancement.
• Familiarity with fintech operations, payment processing, and regulatory compliance.
• Data-driven, with the ability to influence stakeholders and, optimize processes based on data analysis
• Highly driven, with an ability to build and foster relationships with a wide range of relevant stakeholders both internally and externally
• Team player with strong collaborative qualities, a positive demeanor and the ability to influence and drive collaboration across functions
• Proven track record or attracting, developing and retaining top talent at scale for a large site
• Strong written and verbal communication skills in both English and Spanish with the ability to represent in front of partners
• Strong organizational skills with effective prioritization and ability to work independently
• Excellent attention to detail, problem solving skills and a flexible approach to work
• Exceptional people leadership, communication, and interpersonal skills
• Strategic mindset with the ability to translate business goals into actionable plans

Bring all of you to work

We create the conditions for high performers to thrive – through real ownership, fewer blockers, and work that makes a difference from day one.

Here, you'll move fast, take on meaningful challenges, and be recognized for the impact you deliver. It's a place where ambition gets met with opportunity – and where your growth is in your hands.

We work as one team, and we back each other to succeed. So whatever your background or identity, if you're ready to grow and make a difference, you'll be right at home here.

It's important we set you up for success and make our process as accessible as possible. So let us know in your application, or tell your recruiter directly, if you need anything to make your experience or working environment more comfortable.

Life at

We understand that work is just one part of your life. Our hybrid working model offers flexibility, with three days per week in the office to support collaboration and connection.

Curious about what it's like to be part of our team? Visit our Careers Page to learn more about our culture, open roles, and what drives us.

For a closer look at daily life at , follow us on LinkedIn and Instagram