About this role
You will be the single owner of customer-facing incident management across every product vertical at Plata. Your mandate is to move between payments, processing, credit, savings, and support teams to build one unified standard: how we detect customer impact, communicate during downtime, compensate fairly, and turn every outage into a learning opportunity that prevents the next one. You design the processes, analytical instruments, and frameworks from scratch.
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Building a unified incident management standard across all product verticals — replacing fragmented team-level practices with a single company-wide approach to detection, escalation, communication, and resolution
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Owning end-to-end customer communication during incidents — delivering clear, empathetic updates through in-app notifications, push, email, and support scripts while translating technical status into understandable customer messaging
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Designing a structured compensation framework for incident impact — defining when, how, and how much customers should be compensated based on severity, duration, and financial impact, with automation wherever possible
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Developing customer-impact analytics and early-warning metrics — creating dashboards that quantify downtime in lost transactions, churn, and NPS, and surfacing degraded customer experience before it escalates
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Establishing a full post-incident lifecycle — running blameless retrospectives focused on customer impact, turning insights into product and engineering improvements, and reporting systemic trends to leadership
- 4+ years in product management, incident management, or operations at a fintech, neobank, or payments company — experience owning the full incident lifecycle end-to-end, not just participating in war rooms
- Proven track record of building cross-functional processes from scratch and enforcing standards across multiple independent teams (payments, processing, support, credit, etc.)
- Strong analytical skills: SQL, dashboards, data-driven process improvement—ability to define metrics like customer-experienced availability, and transaction success rates
- Familiarity with observability and alerting tools from a product/business perspective—you don’t need to configure them, but you need to read them
- Fluent English—you will present to leadership, write internal standards, and coordinate across distributed teams
- Innovative Spirit: A commitment to creativity and groundbreaking solutions
- Honest Feedback: valuing open, transparent communication
- Supportive Team: a strong, collaborative community
- Celebrating Achievements: recognizing our wins together
- High-Tech Environment: a team full of smart and revolutionary people who date to challenge the status quo of incumbent finances
- Relocation support to Mexico with assistance for the employee and their family
- Flexible work from our office
- Healthcare Coverage
- Education Budget: Language lessons, professional training and certifications
- Wellness Budget: Mental health and fitness activity reimbursements
- Vacation policy: 20 days of annual leave and paid sick leave
Jobb.ai is an independent skill benchmarking platform. Applications are submitted on the employer's official website.