Senior Partner Operations Manager

Job description

Brazil is one of the most exciting markets in Wise Platform's global portfolio. We've built partnerships with leading Brazilian financial institutions — including one of the world's largest neobanks — and we're just getting started. As a Senior Partner Operations Manager , you will own the operational success of a portfolio of Brazilian banking and fintech partners - ensuring they get maximum value from Wise's payment infrastructure, stay operationally healthy, and are set up to grow.

You are a strategic architect and trusted operations and scalability advisor to partner leadership, responsible for identifying and closing operational gaps internally that unlock organic revenue before they become blockers proactively. You'll manage operational relationship of partnerships with complex product integrations (Cards, MCA, Correspondent send via API and Swift, Correspondent receive), navigate high-level stakeholder alignment, and influence Wise's own Product and Servicing roadmaps to ensure the platform evolves to meet the needs of our most demanding partners.

You'll operate with significant autonomy, represent the company with the senior partner’s stakeholders and build the frameworks and playbooks that scale the "Wise way of working" - not just for your own accounts, but across the Partner Operations organization.

Responsibilities

Commercial & Relationship Ownership: Own the end-to-end operational relationship for Tier 1 EMEA partners - acting as a trusted advisor to partner-side operational and executive stakeholders, including senior leadership and product teams Lead QBRs that frame operational performance in the context of commercial goals - shaping the partner's growth narrative and roadmap alignment Independently drive operational success strategy and plans for owned accounts, partnering closely with the Account Manager to ensure operational roadmap aligns with commercial goals.

Systemic Problem Solving & Roadmap Influence Proactively identify and close operational gaps that unlock revenue - e.g. new currency expansion, Cards adoption, or reducing defect/RFI/contact rates that limit partner scalability and growth; Build data-backed business cases to secure buy-in from Product, Servicing, Compliance, and Engineering - resolving structural/systemic gaps in the company that affect not just your accounts but the wider

Wise Platform partner base; Represent Wise Platform in cross-functional initiatives, influencing the roadmap before problems surface for partners; Represent Wise Platform in cross-functional initiatives, influencing the roadmap before problems surface for partners; Incident Command & Crisis Management Ability to act as incident commander for cross-regional, high-severity incidents and de-escalation calls with partners - coordinating tech, commercial, and operational stakeholders, drafting partner communications, and making the call on when/how to communicate with partners.

Own post-incident follow-through

postmortem actions, remediation reviews, and translating incident learnings into reusable frameworks (runbooks, comms criteria, escalation playbooks).

Scaling the Function

• Build frameworks and playbooks - for new products (e.g. metrics reporting or servicing flows on the new product), new markets, or cross-team processes - that scale beyond your own portfolio
• Mentor and support less senior POMs, helping them navigate operational blockers and develop their own account strategies.

Contribute to the POM org's own scaling agenda - flagging and addressing systemic capacity issues (e.g. disproportionate incident load) to leadership with data to back it up.

Data-Driven Operational Excellence

• Own the core Service Level and Operational Scalability metrics for your portfolio: Payment Success Rate, Contact Rate, RFI Rate, Defect Rate, and Partner Health Score
• Use advanced data analysis to identify non-obvious operational blockers and pitch API/process improvements with clear ROI framing for both partner and Wise.

Qualifications

Experience in partner operations, account/relationship management, or operational leadership roles supporting Tier 1 enterprise clients - ideally in payments, fintech, or financial services Professional-level Portuguese and English proficiency (spoken and written) - required, given you will have to explain complex operational or technical topics clearly, in both Portuguese and English

• Proven experience working with Tier 1 relationships with $5M+ ARR clients, including executive-level stakeholder management
• Strong technical fluency - comfortable discussing APIs, webhooks, and payment rails in detail with partner engineering teams Experience leading incident/crisis response with external clients, including comms strategy and de-escalation Advanced data analysis skills - SQL/Looker/Lightdash or equivalent - used to build business cases; Demonstrated negotiation and strong presentation skills; comfortable pitching roadmap changes to senior partner stakeholders.

Great to Have

Have experience with Brazil's payment ecosystem and/or are familiar with regulatory frameworks (AML, KYC, BACEN regulations) affecting financial services in Brazil Have experience with card issuance products (Cards API, MCA, BIN management) Experience with regulatory frameworks affecting cross-border payments (AML, KYC, sanctions screening, PEP/COAF-type reporting) Prior ownership of Tier 1 bank or major fintech relationships in Brazil or Latam specifically Experience working in business operations.