Senior Product Manager - Refunds & Chargebacks
Full TimeJob Overview
Why should you join dLocal?
dLocal enables the biggest companies in the world to collect payments in 40 countries in emerging markets. Global brands rely on us to increase conversion rates and simplify payment expansion effortlessly. As both a payments processor and a merchant of record where we operate, we make it possible for our merchants to make inroads into the world’s fastest-growing, emerging markets.
By joining us you will be a part of an amazing global team that makes it all happen. Being a part of dLocal means working with 1000+ teammates from 30+ different nationalities and developing an international career that impacts millions of people’s daily lives. We are builders, we never run from a challenge, we are customer-centric, and if this sounds like you, we know you will thrive in our team.
We’re looking for a Senior Product Manager – Refunds & Chargebacks to own our post-transactional experience across markets.
Your mission is to:
Make the refund and chargeback experience best-in-class for buyers and merchants, improving UX, transparency, and speed.
Reduce operational overhead in Refunds & Chargebacks through automation, standardization, and great internal tools.
Maximize chargeback win rate, using data, process, and technology to protect our merchants and dLocal.
Put AI at the core of how we run this domain – from decisioning and triage to agent assist and insights.
Why should you join dLocal?
dLocal enables the biggest companies in the world to collect payments in 40 countries in emerging markets. Global brands rely on us to increase conversion rates and simplify payment expansion effortlessly. As both a payments processor and a merchant of record where we operate, we make it possible for our merchants to make inroads into the world’s fastest-growing, emerging markets.
By joining us you will be a part of an amazing global team that makes it all happen. Being a part of dLocal means working with 1000+ teammates from 30+ different nationalities and developing an international career that impacts millions of people’s daily lives. We are builders, we never run from a challenge, we are customer-centric, and if this sounds like you, we know you will thrive in our team.
We’re looking for a Senior Product Manager – Refunds & Chargebacks to own our post-transactional experience across markets.
Your mission is to:
Make the refund and chargeback experience best-in-class for buyers and merchants, improving UX, transparency, and speed.
Reduce operational overhead in Refunds & Chargebacks through automation, standardization, and great internal tools.
Maximize chargeback win rate, using data, process, and technology to protect our merchants and dLocal.
Put AI at the core of how we run this domain – from decisioning and triage to agent assist and insights.
What you’ll do
- Own the end-to-end product strategy and roadmap for Refunds & Chargebacks across countries and payment methods.
- Define clear KPIs (e.g., refund turnaround time, dispute win rate, automation rate, cost per case) and drive continuous improvement.
- Design simple, predictable flows for buyers and merchants, working with Merchant Experience, Integrations, and UX across API, dashboard, and webhooks.
- Partner with Operations to understand manual work and build internal tools and workflows that reduce handling time, errors, and rework.
- Embed AI-native capabilities into processes (case triage, evidence summarization, anomaly detection, agent assist) together with Data and ML teams.
- Develop evidence strategies and tools that make it easy to submit strong, consistent dispute cases and systematically improve win rate.
- Collaborate with Engineering, Operations, Finance, Risk, and Commercial teams to ship high-quality changes and manage cross-team initiatives.
What skills do you need?
- Product management experience
- 5+ years in product management in payments, fintech, risk, or operations-heavy products, ideally with exposure to refunds, disputes, or similar post-transaction flows.
- Proven track record owning complex product areas end-to-end, from discovery and strategy through delivery and optimization.
- Domain & analytical strength
- Strong understanding of payment flows, especially how refunds and chargebacks interact with authorization, settlement, and accounting.
- Highly data-driven, comfortable working with large datasets and product metrics; SQL or similar tools is a strong plus.
- Experience defining and tracking operational and financial KPIs (dispute win rate, refund SLAs, loss rates, margins).
- AI and automation mindset
- Experience designing or launching AI-powered features (ML models, decision engines, LLM-based tools, or intelligent workflows), or working closely with data/ML teams.
- Execution & collaboration
- Ability to lead complex, cross-functional initiatives involving Operations, Engineering, Finance, Risk, and Commercial, often across time zones.
- Strong communication skills in English; Spanish or Portuguese is a plus.
- Bias for action: you do whatever it takes to make your product and team successful, from deep dives in data to working closely with frontline ops.
- Nice to have
- Experience with card scheme chargeback rules, local dispute systems, or similar post-transactional processes.
- Experience working with enterprise merchants or PSPs in emerging markets.
- Exposure to AI for operations / back-office automation.
What do we offer?
Besides the tailored benefits we have for each country, dLocal will help you thrive and go that extra mile by offering you:
- Flexibility: we have flexible schedules and we are driven by performance.
- Fintech industry: work in a dynamic and ever-evolving environment, with plenty to build and boost your creativity.
- Referral bonus program: our internal talents are the best recruiters - refer someone ideal for a role and get rewarded.
- Learning & development: get access to a Premium Coursera subscription.
- Language classes: we provide free English, Spanish, or Portuguese classes.
- Social budget: you'll get a monthly budget to chill out with your team (in person or remotely) and deepen your connections!
- dLocal Houses: want to rent a house to spend one week anywhere in the world coworking with your team? We’ve got your back!
Flexibility in how you work: We focus on impact and productivity over fixed hours. This means our teams have flexible schedules and, depending on your role and location, you will combine self‑managed focus time with moments of in‑person connection in our collaboration hubs.
What happens after you apply?
Our Talent Acquisition team is invested in creating the best candidate experience possible, so don’t worry, you will definitely hear from us. We will review your CV and keep you posted by email at every step of the process!