National Delivery Head

Plata is a digital financial services and technology company that aims to become the primary financial relationship of Mexican consumers and to reward their financial life through inclusion, simplicity, convenience, trust, and security.

Overview:

We are looking for our National Delivery Head to take ownership of our nationwide Ambassador Network, a distributed team responsible for product deliveries, client onboarding, and upselling services on behalf of Plata. This role focuses on scaling operations, driving day-to-day efficiency, and consistently meeting delivery, operational and business goals. The ideal candidate is a hands-on leader with strong process management skills, a data-driven mindset, and proven experience managing large teams in fast-paced environments.

Responsibilities:

Operational management & KPI Monitoring:

• Track and analyze key delivery and sales metrics, including delivery success rates, upsell conversion, productivity, and customer satisfaction scores.
• Utilize operational dashboards and reporting tools to make data-informed decisions and optimize performance.
• Analyze daily, weekly, and monthly performance data to identify trends, pinpoint areas for improvement, and suggest and implement corrective actions.
• Ensure strict adherence to company policies, operational procedures, and regulatory requirements.
• Troubleshoot and resolve operational issues, ensuring minimal disruption to service and quick resolution of problems.
• Ensure effective execution of operational plans aligned with department & company growth targets and field performance KPIs.

Team Leadership & Development:

• Lead, coach, and inspire regional heads, team leaders, and ambassadors (600+ employees across the country) to deliver results and uphold high-performance standards.
• Conduct regular performance reviews for direct reports, provide constructive feedback, and address performance issues promptly.
• Drive scaling of the network while maintaining high operational discipline, process consistency, and quality standards across all regions.

Cross-Team Collaboration:

• Oversee the execution of recruitment, onboarding, and training programs for new ambassadors network members
• Acts as the operational link between the product team and field operations, collecting and critically assessing feedback based on a solid process understanding, identifying improvement areas, and ensuring effective implementation of changes on the ground.
• Collaborate with Product, Analytics, and HR on incentive programs, operational improvements, and product rollouts

Requirements:

• Bachelor’s degree in a relevant field.
• 5+ years of operational management experience with at least 2-3 years leading nationwide Operational Teams Proven track record managing large, nationwide teams (500+ employees) in dynamic environments.
• Strong operational management skills with experience in scaling, process optimization, and achieving tactical goals.
• Deep understanding of operational KPIs and hands-on experience with dashboards and data-driven decision-making.
• Excellent leadership, team development, and cross-functional collaboration abilities.
• Strong critical thinking skills with the ability to analyze, filter, and prioritize feedback and operational issues.
• Experience in delivery related positions is a strong plus.
• Experience in Consumer Finance or Commercial Products tailored to end consumers is also a plus.
• Advanced English is a must.