Manager, Payment Operations

This role will be based in our New York City office. We are a hybrid environment that combines the energy and connections of being in the office with the benefits and flexibility of working from home. We currently require a minimum of three coordinated days in the office per week, Monday, Wednesday and Thursday. As a perk, we also have up to four weeks per year of fully remote work!

• →Coach, and develop a team of servicing specialists. Where a queue currently depends on one person's expertise, build redundancy so it doesn't.
• →Set and defend SLAs, quality bars, and capacity models across workflows that behave very differently from one another.
• →Define your own operational reporting cadences and measures to make staffing and prioritization decisions.
• →Write and maintain the SOPs, QA sampling, and maker-checker controls that keep financial adjustments accurate and auditable.
• →Be the escalation path for high-dollar, time-critical, and legally sensitive cases, working directly with Legal, Compliance, Collections, Treasury, Finance, Deal Desk, and CX.
• →Own the automation roadmap for the team: find the candidates, quantify the case, spec the requirements, validate the before-and-after, and hold the line on the edge cases that automation tends to break on.

• 5+ years in financial services or fintech operations, including 2+ years managing people directly; hiring, performance management, and development.
• Hands-on ownership of a servicing, billing, payment, or credit operations queue where errors move real money, plus the controls experience that comes with it: reconciliation, QA sampling, maker-checker review, audit trails.
• A track record of process improvement you can quantify. You've taken a manual, high-touch workflow and measurably reduced handle time, backlog, or error rate.
• Experience being the operational counterpart to Product and Engineering: writing requirements, aligning on priority, testing builds, and catching what the spec missed.
• Data fluency. You can pull, build, and defend your own numbers in SQL, spreadsheets, or BI tooling.
• Sound judgment under ambiguity and the discipline to escalate the right things. This team handles legal closures, bureau disputes, and balance adjustments where the wrong call has financial or regulatory consequences.
• Strong written communication. SOPs, escalation summaries, and cross-functional updates are a meaningful share of the work.
• A well-defined point of view on where AI can and should be applied in scaled operations

• Direct credit bureau furnisher experience: Metro 2 reporting, e-OSCAR, FCRA dispute handling, or data quality remediation.
• Commercial card, charge card, or business lending servicing background, as distinct from consumer.
• Working knowledge of wire and ACH (push and pull) mechanics, exception handling, return codes, micro-deposit verification, misapplied payment research.
• Rewards or loyalty operations experience, especially points liability, audits, true-ups, and clawbacks.
• Experience configuring a company as a vendor or payee in AP and procurement platforms (bill.com, Tipalti, Coupa, etc.).
• Experience absorbing workflows from another team without an SLA dip.
• Familiarity with support and ops tooling (Salesforce, Retool) and low-code workflow automation (Retool, Zapier, Backoffice