About the role:

The Payments Operations Manager will be instrumental in driving and executing the strategic vision of our Operations Team, particularly focusing on our bill pay and working capital loan services for small and mid-size businesses. You will play a crucial role in ensuring our customers experience seamless payment processes, enabling them to effectively manage and expand their businesses. Drawing upon your deep understanding of the payments landscape, you will manage daily responsibilities, spearhead initiatives, and chart the team’s roadmap. This position demands strong cross-functional collaboration and adaptability.

What you’ll do:

• Guarantee a frictionless experience for our customers and their vendors throughout the payment lifecycle, from initiation to settlement.
• Oversee day-to-day operations, including ticket resolution, payment investigation, and banking partner relations, ensuring efficiency and accuracy in transaction processing.
• Manage internal operations to optimize payment transactions, employing daily and monthly reporting for performance evaluation.
• Work closely with Risk and Compliance teams to assess and strengthen risk mitigation strategies.
• Collaborate with Engineering and Product teams to conceptualize, prioritize, implement, and refine user experience and operational enhancements.
• Uphold adherence to internal policies and procedures, fostering a secure and reliable payment ecosystem.
• Cultivate and sustain partnerships with payment service providers, financial institutions, and third-party collaborators to enhance payment processing capabilities.
• Awareness of regulatory and compliance standards, ensuring alignment with rigorous risk management protocols. Possess comprehensive expertise in domestic and international wire transfer regulations, ACH payment flows, and formats.
• Monitor payments business controls testing, compliance, and audit activities, actively managing any identified issues.
• Develop and execute a payment strategy aimed at boosting payment success rates, minimizing issues, and enhancing the overall payment experience for both payers and vendors.
• Addressing customer escalations, often necessitating direct communication with customers and providing updates through customer-facing teams. Skillfully manage swift and sustained resolution processes.
• Coach, mentor, and empower a high-performing team to meet and exceed departmental objectives.
• Define and track key success metrics to showcase ongoing operational efficiencies.

What you’ll need:

• 3 years of experience in payment operations within payment technology, financial services, e-commerce, payments risk/fraud operations, or payment customer support.
• 2 years of managing and developing a team while fostering a sense of team culture.
• Strong knowledge of federal regulations and industry policies governing electronic payments, including NACHA Operating Rules, payment scheme regulations, BSA/AML, and privacy laws.
• Fintech start-up experience with the ability to navigate a fast-changing environment and build things from the ground up.
• Strong systems-oriented mindset, capable of grasping the broader operational landscape beyond day-to-day challenges.
• Drive initiatives with a penchant for managing large-scale projects involving multiple stakeholders.
• Meticulous attention to compliance and detail, with a commitment to identifying and addressing instances of non-compliance.
• Proficient with software/tools: ModernTreasury, Metabase, Salesforce, Intercom, Linear, Clear from Thomson Reuters, and occasionally utilize Tableau and Figma.

Compensation:

This role has an annual starting salary range of $95,000 - $135,000 equity benefits. 
Job level and actual compensation will be decided based on factors including, but not limited to, individual qualifications objectively assessed during the interview process (including skills, prior relevant experience, potential impact, and scope of role).