Onboarding & Operations Lead

About the role We are looking for a data-driven, process-oriented, and customer-centric Onboarding & Operations Lead to own the end-to-end activation for our highest-value partners in Brazil. Key Responsibilities Own the entire lifecycle of Strategic Key Accounts (SKA) from contract signing to tech launch, ensuring high-quality activation even under tight resource constraints. Design, document, and implement Standard Operating Procedures (SOPs), governance frameworks, and operational workflows to reduce downstream rework and support business scalability. Collaborate closely with Product, Engineering, Payments, and Compliance teams to define requirements and support the development of online tools, APIs, and system integrations that automate manual onboarding. Establish clear Standards of Approval (SLAs) with Sales and Business Development (BD) teams to ensure complete merchant data quality right from day one. Personally orchestrate onboarding architecture for hyper-complex cases (massive multi-store structures, complex payment/clearing logic). Leverage data analytics, dashboards, and core metrics (TAT, conversion rates, and activation accuracy) to proactively trace process bottlenecks and execute actionable improvements. When necessary, manage external operations or partners responsible for verification activities, establishing strict performance metrics and quality controls. Requirements 5+ years of experience in Key Account Operations, Technical Onboarding, or Project Management within high-growth internet ecosystems (O2O, Delivery, E-commerce, Fintech, or Global SaaS). xperience structuring operations or scaling customer journeys in highly dynamic, fast-paced international environments. Strong analytical ability to translate complex business languages and messy offline workflows into scalable product and technical requirements. :Exceptional stakeholder management skills—adept at driving horizontal alignment across Engineering, Sales, Support, and Product squads. Solid understanding of operational excellence frameworks (certifications like Scrum, Agile, Gestão de Projetos, or Lean Six Sigma are highly valued). Full professional proficiency in English and Portuguese Keeta Brazil is committed to building a diverse and inclusive workplace. We welcome and encourage applications from people with disabilities (PwD). If you require any accommodations during the recruitment process, please let us know - we are here to support you.