Customer Experience Manager, Contractor Management
Core
Own the end-to-end experience for Contractor Management (CMS) clients across Latin America, orchestrating the journey from client setup to contractor onboarding, documentation, and payments.
Role type
Senior Customer Experience Manager (Contractor Management)
Builds
Contractor onboarding workflows, payment processes, and support playbooks for the Skuad acquisition within Payoneer's Workforce Management unit.
Domain
B2B SaaS payments, global workforce management, Latin American financial markets.
Required skills
Contractor management lifecycle, LATAM payment rails (PIX, SPEI, CBU/CVU, PSE), cross-border payments (FX, correspondent banking, KYC/AML), tax documentation (CUIT, RFC, CPF/CNPJ, NIT), escalation management, data analysis (CSAT, NPS), content creation.
Preferred skills
Portuguese language, experience in payments operations, familiarity with currency controls and FX volatility.
Technologies
PIX, SPEI, CBU/CVU, PSE, ACH, wire transfers, CMS platform.
Responsibilities
Map and improve the CMS journey from setup to recurring payouts; lead contractor onboarding including agreements and local tax IDs; coordinate invoicing and payouts with Finance; act as single point of contact for payment issues; partner with Product/Engineering to resolve platform issues; track experience metrics and build help content in Spanish/Portuguese.
Seniority
Senior, hands-on IC
