🌍 Regional Customer Operations Manager – (Finance, Fintech) - All Markets

At IPF Digital, we’re looking for a Regional Customer Operations Manager to support and coordinate Customer Care operations across Mexico, Australia, Czech Republic and the Baltic markets (Latvia, Lithuania, Estonia).

This is a regional, high-exposure role where you’ll play a key part in ensuring operational stability, performance and consistency, working closely with international teams and supporting day-to-day execution across markets.

🚀 What you’ll do

You will act as a central operational link across markets, ensuring Customer Care operations run smoothly and efficiently:

• Monitor operational KPIs and service levels across multiple markets

• Identify performance gaps and coordinate timely resolution of operational issues

• Act as the main point of contact between HUB teams and local market teams

• Support and coordinate day-to-day operational topics and queries

• Ensure alignment and consistency across Customer Care operations

⚙️ Operations, systems & execution

• Support operational tools, systems and platform administration

• Coordinate licenses, access and IT-related operational needs

• Track and follow up on tickets impacting customer operations

• Support communication related to telephony and customer support platforms

🔄 Process improvement & innovation

• Support the implementation of process improvements and operational changes

• Coordinate roll-out of initiatives across markets

• Track progress and adoption of improvements

• Support automation initiatives and identify opportunities for optimization

• Provide feedback to Operations Excellence teams

🚨 Incident & performance management

• Coordinate resolution of operational incidents and disruptions

• Monitor workloads, queues and backlogs where needed

• Track issues and ensure follow-up actions are completed

• Escalate risks and major issues when necessary

👥 Stakeholders & collaboration

• Work closely with Customer Care leaders across markets

• Collaborate with Customer Experience HUB, IT, and Operations teams

• Support cross-market initiatives and projects

• Build strong relationships with internal stakeholders

🎯 What we’re looking for

• Experience in Customer Operations, Customer Service or Collections

• Strong background in operational coordination and execution

• Experience working with KPIs, service levels and operational metrics

• Strong organizational and multitasking skills

• Excellent stakeholder management and communication skills

• Problem-solving mindset with strong attention to detail

• Fluent business English (written and spoken)

• Experience in digital financial services (preferred)

🔥 Key strengths for success

• Operational excellence mindset

• Strong coordination and follow-up discipline

• Ability to manage multiple topics simultaneously

• Proactive and solution-oriented approach

• Influencing and communication skills

• Flexibility and adaptability in dynamic environments

🌟 What we offer

• Highly competitive salary package, aligned with experience and regional scope

• Hybrid work model: 2 days per week in-office (near Parque Hundido, Mexico City)

• Benefits above the law, supporting wellbeing and long-term development

• International exposure, working with teams across Europe, Australia and LATAM

• A high-visibility role, collaborating with multiple markets and stakeholders

• Career growth opportunities within a fast-growing digital organization

• A collaborative, people-first culture that values curiosity, ownership and innovation

💬 If you enjoy connecting operations across markets, solving challenges, and making things run smoothly — we’d love to hear from you.

🌟 What we offer

• Highly competitive salary package, aligned with seniority and regional scope

• Hybrid work model: 2 days per week in-office (near Parque Hundido, Mexico City)

• Benefits above the law, supporting wellbeing and long-term development

• International exposure, working with teams across Mexico, Australia and Europe

• High-visibility role with direct impact on business performance

• Career growth opportunities within a fast-growing digital organization

• A collaborative, people-first culture that values curiosity, ownership and innovation

💬 This is more than a role — it’s an opportunity to shape Customer Care strategy and execution across markets, and make a real impact in a growing international business.