Customer Operations Leader (B2B)

Who are we?

At IPF Digital, we are transforming how people and businesses access financial services. Part of the global IPF Group, we operate in Mexico under the Creditea brand, offering simple, accessible lending solutions to promote financial inclusion.

Our organizational purpose is to build a better world through financial inclusion, and we see the role Customer Operations Leader (B2B) as being critical in shaping and persevering our organizational culture that is centred around our purpose.

At IPF Digital we are committed to promoting strategies that help us maintain a balance between our personal and work lives, where each of our employees feels motivated and is reflected in business results.

You'll join a highly engaged team ready to help you make your adaptation very easy and simple, and together achieve goals.

The role

We are looking for a Customer Operations Leader to drive the successful onboarding and integration of new B2B merchant partners into our BNPL solution. This role is critical to the long-term success of each partner relationship.

You’ll act as a project manager and operational lead, responsible for ensuring the Pay Later solution is integrated smoothly into the partner’s e-commerce platform. Once live, you’ll own the day-to-day relationship, coordinating operational processes, resolving issues, and identifying opportunities for growth.

This is a high-impact, cross-functional role where you will collaborate closely with IT, Product, Finance, CX, Legal, and Sales teams to deliver an excellent partner experience.

The responsibilities

Merchant Onboarding & Integration
Lead the end-to-end onboarding of B2B partners after contract signing.
Act as project manager during the technical and operational integration of the BNPL solution into the partner’s e-commerce platform.
Coordinate timelines, technical requirements, and resources across internal and external stakeholders.
Ensure partners are fully trained and ready for launch.

Ongoing Relationship Management
Serve as the primary point of contact for operational, technical, and financial matters post-integration.
Build strong relationships with merchant partners to ensure satisfaction and performance.
Monitor transactional flows (payments, refunds, chargebacks, cancellations) and resolve discrepancies or issues.

Operational Excellence & Problem Solving
Align cross-functional teams (Finance, IT, CX, etc.) to resolve partner needs efficiently.
Analyze partner performance and account health, proactively identifying and addressing concerns.
Support internal process improvements to drive automation and scalability.

Growth & Optimization
Identify opportunities to grow partner accounts through expanded use of the solution, enhanced product offerings, or improved integration.
Collaborate with Sales and Product to ensure continued value delivery and strategic alignment.

So, what skills, knowledge, and experience do you have?

Skills

• Fluent in Spanish and English (written and spoken)
• Excellent interpersonal, communication, and negotiation skills
• Project management experience (ideally in onboarding or integration environments)
• Strong organizational and time-management abilities
• Proactive problem-solver with attention to detail
• Analytical thinking and financial acumen
• Self-motivated, accountable, and results-oriented
• Comfortable working in a fast-paced, collaborative environment
• Open to change/improvements.

Knowledge & Experience

• 3+ years in B2B Customer Operations, Implementation, or Project Management
  
• Hands-on experience with e-commerce, SaaS integrations, or fintech products
  
• Working knowledge of payment flows and financial reconciliation
  
• Familiarity with tools like Salesforce, project tracking systems, and Excel/Google Sheets
  
• Previous interaction with product, tech, or development teams
  
• Experience in digital financial services or payments (preferred)

• Bachelor's degree in Business, Industrial Engineering, Marketing, Communications, or related fields

What we can offer you

• Work with a purpose-driven fintech that’s making a real impact
  
• Startup-style culture within a global, established company
  
• Hybrid work flexibility
  
• Additional time off and wellbeing initiatives beyond legal requirements
  
• Weekly free lunch
  
• Team-building and learning opportunities throughout the year
  
• Access to online medical, psychological, and nutritional support
  
  

Sounds good?

If your answer is yes, please send us your CV.

Only short – listed candidates will be contacted. All short – listed candidates will be invited to do an initial online screening as part of the recruitment process.

IPF Digital México is an Equal Opportunity Employer, and we value diversity and inclusion in the workplace. We seek to recruit, develop, and retain the most talented people from diverse cultures, perspectives, skill, and experiences within our workforce.

All employment will be based on merit, competence, performance, and business needs.

Department

Customer Care

Locations

Mexico

Remote status

Hybrid

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