Commission Management
Define and oversee the end-to-end commission payment process, ensuring accuracy and timeliness.
Validate commission calculations, rebillings, and complex or non-standard financial cases.
Track and follow up on pending invoices and payments; manage communication with partners on status, reminders, and next steps.
Resolve non-standard financial incidents in coordination with FinOps and relevant internal teams.
Maintain an organized tracking system of all commission and billing pending items.
Portfolio Management & Partner Care
Actively manage an assigned portfolio of merchant partners, including high-complexity and critical accounts.
Monitor portfolio health indicators, risks, and opportunities to prevent store closures and operational friction.
Maintain consistent, structured communication with partners: provide operational education, set clear expectations, and ensure a high-quality partner experience.
Process & Continuous Improvement
Document and standardize operational processes to ensure consistency and scalability.
Identify operational friction points and rework, proposing and implementing improvement strategies.
Create playbooks, operational guides, and supporting materials for the team.
Execute defined operational playbooks for incident resolution and partner rehabilitation.
Insights & Product Bridge
Centralize and analyze partner feedback to detect recurring patterns, problems, and opportunities.
Translate operational needs into actionable inputs for the Product team; track follow-through on implemented improvements.
Analyze operational data and metrics to generate insights that drive decision-making and improve partner outcomes.
Risk Prevention & Incident Management
Identify accounts at risk (payment issues, blocks, bad practices) and proactively escalate and follow up on critical cases.
Execute partner rehabilitation processes as needed.
Coordinate with internal teams (CX, Tech, KAMs, FinOps) to unblock and resolve escalated issues.
Collaborate with the fraud team to identify and mitigate field-level fraud risks.
Bachelor’s degree in Business Administration, Marketing, or a related field.
2+ years of experience in partner success, account management, commercial operations, or related roles.
Strong analytical skills with the ability to interpret operational data and generate actionable insights.
Experience with commission management, financial reconciliation, or billing processes.
Demonstrated ability to document, optimize, and scale operational processes.
Excellent communication and interpersonal skills; ability to build strong relationships with partners and cross-functional teams.
Ability to work effectively under pressure in a fast-changing environment.
Advanced English and fluency in Spanish required.