Manager, Payment Operations - Brazil

WeTravel, Inc.

Job Overview

Location

Brazil

Job Type

Full-time

Full Job Description

📋 Description

• As the Manager of Payment Operations at WeTravel, you will lead a globally distributed team responsible for ensuring secure, efficient, and compliant payment processing for thousands of travel organizers and over a million travelers annually across 150+ countries. Your leadership will directly support WeTravel’s mission to empower small travel businesses by removing payment friction, enabling them to focus on creating transformative experiences while driving the company’s ambitious growth from $1B to $10B in annual travel volume.
• You will manage day-to-day team operations including task allocation, conducting regular 1:1s, tracking key operational metrics (such as payment success rates, escalation resolution times, and compliance adherence), overseeing periodic deliverables like 1099-K filings, and ensuring team members have the support and clarity needed to perform at their best in a fast-paced, remote-first environment.
• You will serve as the escalation point for complex payment issues, proactively resolving customer concerns via chat, email, or phone/video calls, coordinating with Customer Support, Compliance Ops, Account Management, Sales, Product, and Business Intelligence teams, and liaising with external Payment Service Providers (PSPs) to maintain seamless service and rapid issue resolution.
• You will lead continuous process improvement initiatives by analyzing workflows, identifying bottlenecks, collaborating with PSPs and internal stakeholders to implement optimizations, and driving adoption of best practices in risk, compliance, and operational efficiency—always with an eye toward scalability and customer satisfaction.
• You will conduct regular reviews of payment and risk controls, ensure adherence to regulatory and internal compliance standards, recommend improvements based on data and audit findings, and foster a culture of accountability and proactive risk mitigation within the team.
• You will mentor and develop team members through coaching, upskilling opportunities, and cross-functional project leadership, helping build a high-performing, resilient team capable of navigating ambiguity and delivering consistent results across geographies and time zones.
• You will collaborate closely with Product, BI, and Engineering teams to translate operational insights into product enhancements, leveraging your experience with data analysis tools (Excel, Looker, Tableau, PowerBI) to surface trends, support decision-making, and improve both internal processes and customer-facing features.
• You will operate with a high degree of autonomy and initiative, comfortable working across time zones (Europe, LATAM, US), embracing ambiguity, and stepping in during occasional off-hours or weekends to address urgent payment-related matters that impact customer trust and business continuity.

🎯 Requirements

• 5+ years of experience in payments, risk, or compliance operations within SaaS, marketplaces/platforms, eCommerce, online gaming/gambling, fintechs, or payment processing, including at least 2 years of direct people management.
• Advanced proficiency (C1 or higher) in both English and Spanish, written and verbal, with proven ability to communicate clearly and empathetically with customers, internal teams, and external partners.
• Strong troubleshooting and problem-solving skills, demonstrated through experience managing customer escalations, improving internal processes, and working effectively with Customer Support teams on ticket triaging and shared projects.
• Hands-on experience working with Payment Service Providers (PSPs) and familiarity with payment flows, reconciliation, settlement, and related operational workflows.
• Practical experience with data analysis and visualization using tools such as Excel, Looker, Tableau, or PowerBI to extract insights, build reports, and support decision-making for internal stakeholders and customers.
• High self-motivation, ability to lead cross-functional and cross-geographic initiatives, comfort with ambiguity, and a proven drive for continuous process optimization and team upskilling.

🏖️ Benefits

• Generous "Time to Recharge" policy offering unlimited paid time off to support well-being, rest, and sustained high performance.
• Annual Amsterdam Program: opportunity to work from WeTravel’s HQ in Amsterdam for 2–4 weeks per year, including accommodation in company-provided apartments.
• Flexibility to work remotely from any location for up to 4 weeks per calendar year, enabling global mobility while maintaining role responsibilities.
• Extensive paid family leave policies to support major life events such as birth, adoption, or caregiving.
• Three paid volunteer days per year to contribute to causes meaningful to you, reinforcing WeTravel’s commitment to social impact.
• Two-week structured cross-functional onboarding program designed to accelerate integration, build relationships, and deepen understanding of the business.
• Provision of cutting-edge equipment and tools, plus coverage for eligible work-from-home (WFH) expenses to ensure a productive and comfortable remote setup.
• Access to an international, mission-driven team passionate about travel, innovation, and creating positive global impact through technology.

Skills & Technologies

REST

Remote

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WeTravel, Inc.

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About WeTravel, Inc.

WeTravel is a San-Francisco-based fintech-travel platform that provides payment, booking and itinerary management tools for group travel organizers and tour operators. Its SaaS solution enables travel companies to collect funds, manage client documents, create custom booking pages and automate supplier payouts while offering travelers multi-currency payment options. Founded in 2016, the company focuses on small to mid-size travel businesses worldwide, integrating banking, payment processing and customer management into one dashboard.

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