Operations Manager - Payment

Brazil·Sao PauloFull-time Onsite or Remotemid

OperationsOperations Manager

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customer-supportfintech

Binance is a leading global blockchain ecosystem behind the world’s largest cryptocurrency exchange by trading volume and registered users. We are trusted by 300+ million people in 100+ countries for our industry-leading security, user fund transparency, trading engine speed, deep liquidity, and an unmatched portfolio of digital-asset products. Binance offerings range from trading and finance to education, research, payments, institutional services, Web3 features, and more. We leverage the power of digital assets and blockchain to build an inclusive financial ecosystem to advance the freedom of money and improve financial access for people around the world.

This role will be responsible for overseeing critical payment operations related to Pix, SPI, DICT, banking partners, payment providers and internal financial systems, while ensuring operational stability, regulatory compliance and high-quality customer experience.

Please upload your resume in English.

Lead operational incident management involving Pix, SPI, DICT, banking partners, payment providers, and internal systems, including incident response, contingency planning, business continuity, root cause analysis, and operational governance.

Ensure operational adherence to Central Bank regulations, payment schemes, and internal compliance policies.

Coordinate dispute handling, refunds, chargebacks, MED processes, precautionary blocks, fraud prevention, and sensitive operational cases.

Lead payment operations across all payment products, including reconciliation, settlement, fund transfers, reversals, operational SLA management with banking partners, payment processors, technology vendors and third-party providers.

Support customer operations and critical escalations and regulatory channels, ensuring proper handling of sensitive complaints involving regulators

Define and monitor operational KPIs, service performance metrics, and executive dashboards to support strategic decision-making and operational efficiency.

Work closely with Product, Engineering, Compliance, Risk, Legal, Finance, and CX teams to improve operational efficiency, scalability and customer experience.

Proven experience in fintech, digital banking and payment institutions

Strong knowledge of Pix, payment operations, digital accounts, reconciliation, settlement, customer operations and backoffice processes.

Experience managing operational incidents, SLAs, financial partners and third-party vendors.

Strong analytical and problem-solving skills with experience managing operational KPIs.

Knowledge of Central Bank regulated operations and payment ecosystem requirements.

Experience working cross-functionally with Product, Engineering, Compliance, Risk, Legal, Finance and Customer Support teams.

Hands-on, structured, resilient, and execution-oriented profile.

Strong communication and crisis management skills.