Dlocal1mo ago

Business Continuity Lead

Mexico City · Ciudad De MéxicoFull Timelead

OtherBusiness Continuity ApacBusiness Continuity

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Quick Summary

Overview

Why should you join dLocal? dLocal enables the biggest companies in the world to collect payments in 40 countries in emerging markets.

Technical Tools

OtherBusiness Continuity ApacBusiness Continuity

Why should you join dLocal?

dLocal enables the biggest companies in the world to collect payments in 40 countries in emerging markets. Global brands rely on us to increase conversion rates and simplify payment expansion effortlessly. As both a payments processor and a merchant of record where we operate, we make it possible for our merchants to make inroads into the world’s fastest-growing, emerging markets.

By joining us you will be a part of an amazing global team that makes it all happen. Being a part of dLocal means working with 1000+ teammates from 30+ different nationalities and developing an international career that impacts millions of people’s daily lives. We are builders, we never run from a challenge, we are customer-centric, and if this sounds like you, we know you will thrive in our team.

What's the opportunity?

As our Business Continuity Lead for Payins, you will own the operational resilience strategy and incident response leadership while ensuring continuity plans align with global standards and local execution needs. You will enhance continuity outcomes for merchants by coordinating people, processes, and platforms, and by collaborating closely with processors, acquirers, card schemes, APM providers, and issuers. In this role, you will drive measurable improvements in conversion rate, uptime, incident resolution time, root-cause closure quality, and stakeholder communications across multiple time zones.

Lead end-to-end incident response across Mexico: triage, escalation, containment, communications, recovery, and post-incident reviews with clear ownership and SLAs.

Own regional continuity governance: maintain BIA, set and track RTO/RPO, run test exercises, publish learnings, and ensure ISO 22301-aligned improvements to the BCMS.

Coordinate with partners (processors, acquirers, card networks, APMs, issuers) to remove operational blockers, ensure redundancy and failover readiness, and reduce impact during partner incidents.

Assure merchant continuity: readiness checks for go-lives, hypercare, risk controls for new payment flows, and clear escalation pathways for CS/AMs.

Direct root-cause analysis (RCA) and documentation (e.g., Jira), track corrective actions, and institutionalize learnings across markets.

Drive metrics and reporting: incident volume, average time to resolve, processor SLA adherence, % traffic affected, communications timeliness, test coverage, and RCA completion.

Lead and develop the Mexico Business Continuity team (Managers/Specialists/Associates): hiring, coaching, prioritization, and performance management.

Partner cross-functionally with Ops Engineering (uptime/latency/alerts), Ops Support/IRM (systemic incidents, refunds, end-user), Global Partners & Enablement, and Global Initiatives to align fixes, automation, and standards.

Engage with Risk, Compliance, Product, and Technology to embed continuity requirements into platform roadmaps and ensure regulatory readiness.

Support top-tier merchants during new go-lives in the market, ensuring a smooth onboarding process and operational readiness.

Act as the main point of coordination between internal teams and local partners to resolve operational issues efficiently and ensure seamless collaboration.

6–8+ years in payments/fintech operations or business continuity, including incident management and partner/processor engagement.

Deep understanding of payment operations and ecosystem (processors, acquirers, card schemes, APMs; credentials, routing, settlement, reconciliation)

Demonstrated incident leadership across time zones with strong stakeholder management and executive communications.

Working knowledge of ISO 22301, BIA, RTO/RPO, PDCA, and continuity testing practices.

Data-driven mindset; proficiency with Sheets/Excel; familiarity with ticketing and documentation tooling (e.g., Jira); BI/SQL a plus

Strong problem-solving, prioritization, and ownership under pressure; ability to coach and lead teams.

Excellent written and verbal communication; fluency in English (additional languages a plus)