Incident Product Manager at Platacard

You will be the single owner of customer-facing incident management across every product vertical at Plata. Your mandate is to move between payments, processing, credit, savings, and support teams to build one unified standard: how we detect customer impact, communicate during downtime, compensate fairly, and turn every outage into a learning opportunity that prevents the next one. You design the processes, analytical instruments, and frameworks from scratch. Challenges that await you: • Building a unified incident management standard across all product verticals — replacing fragmented team-level practices with a single company-wide approach to detection, escalation, communication, and resolution • Owning end-to-end customer communication during incidents — delivering clear, empathetic updates through in-app notifications, push, email, and support scripts while translating technical status into understandable customer messaging • Designing a structured compensation framework for incident impact — defining when, how, and how much customers should be compensated based on severity, duration, and financial impact, with automation wherever possible • Developing customer-impact analytics and early-warning metrics — creating dashboards that quantify downtime in lost transactions, churn, and NPS, and surfacing degraded customer experience before it escalates • Establishing a full post-incident lifecycle — running blameless retrospectives focused on customer impact, turning insights into product and engineering improvements, and reporting systemic trends to leadership What makes you a great fit: • 4+ years in product management, incident management, or operations at a fintech, neobank, or payments company — experience owning the full incident lifecycle end-to-end, not just participating in war rooms • Proven track record of building cross-functional processes from scratch and enforcing standards across multiple independent teams (payments, processing, support, credit, etc.) • Strong analytical skills: SQL, dashboards, data-driven process improvement—ability to define metrics like customer-experienced availability, and transaction success rates • Familiarity with observability and alerting tools from a product/business perspective—you don’t need to configure them, but you need to read them • Fluent English—you will present to leadership, write internal standards, and coordinate across distributed teams Our ways of working: • Innovative Spirit: A commitment to creativity and groundbreaking solutions • Honest Feedback: valuing open, transparent communication • Supportive Team: a strong, collaborative community • Celebrating Achievements: recognizing our wins together • High-Tech Environment: a team full of smart and revolutionary people who date to challenge the status quo of incumbent finances Our benefits: • Relocation support to Mexico with assistance for the employee and their family • Flexible work from our office • Healthcare Coverage • Education Budget: Language lessons, professional training and certifications • Wellness Budget: Mental health and fitness activity reimbursements • Vacation policy: 20 days of annual leave and paid sick leave