🛠 Tech Stack

💼 About This Role

You'll own customer-facing incident management across all product verticals, building a unified standard for detection, communication, compensation, and learning. Your core impact is turning every outage into a systemic improvement that prevents recurrence.

🎯 What You'll Do

• Design incident detection, escalation, and resolution processes across all product verticals
• Own end-to-end customer communication during incidents via in-app, push, email, and support scripts
• Develop a structured compensation framework based on severity, duration, and financial impact
• Build customer-impact analytics dashboards tracking downtime, lost transactions, churn, and NPS

📋 Requirements

• 4+ years in product management, incident management, or operations at a fintech or payments company
• Proven track record of building cross-functional processes from scratch and enforcing standards across teams
• Strong analytical skills with SQL and dashboard creation for metrics like customer-experienced availability
• Fluent English for leadership presentations and cross-team coordination

✨ Nice to Have

• Familiarity with observability and alerting tools from a product perspective
• Experience with blameless post-incident retrospectives

🎁 Benefits & Perks

• ✈️ Relocation support to Mexico for employee and family
• 🏥 Healthcare Coverage
• 📚 Education Budget for language lessons, training, and certifications
• 🧘 Wellness Budget for mental health and fitness reimbursements
• 🏖️ 20 days annual leave plus paid sick leave

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Call· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Case Study or Technical Interview· 60 min