Payment Operations Manager

Zepz works with 200+ (and a constantly increasing number of) payment partners globally to help us facilitate an excellent cross-border money transfer service. This is a fundamental aspect of our business. A key aspect of what the Payments team focuses on is helping to onboard and integrate new partners and very importantly, identify and solve any customer issues/friction points in a scalable way.

Reporting to the Senior Manager on Payment Operations, you will be responsible for problem-solving on payout performance issues and supporting the company in achieving an excellent transaction experience for our users.

Your key areas of focus:

1. Identifying, investigating, and problem-solving internally and externally on performance issues – such as slow transaction delivery speeds, high transaction cancellation rates, and disabled services
2. Receive escalations from stakeholders and assist them in resolving problematic transactions
3. Help develop routine operational processes and train support teams to execute them
4. Work with internal and external stakeholders to ensure we are operationally aligned for new product launches

What you bring to the table:

• Technical:

  • You have experience performing regular data analysis and presenting your findings in a comprehensive, straightforward manner.
  • You have a proven track record of creating and developing automated solutions and processes to improve efficiency.
  • You have worked on cross-functional teams and are equally comfortable working with software engineers and business partners to solve operational issues.
  • You have third-party relationship management experience and a natural ability to build rapport with stakeholders/colleagues.
  • You are fluent in written and spoken English with excellent written and verbal communication skills.

• Working style:

  • You are comfortable + excited to work asynchronously + independently in a remote team environment. The broader Payments team and Zepz team span a multitude of time zones, and we are not all online together at the same time. The Senior Manager is currently based in New York.
  • You are a self-starter, take initiative, self-manage, and require little day-to-day direction to be successful.
  • You are a world-class prioritizer – you can quickly take a long list of priorities and stack rank them based on what’s most important to do first and why (using data to back up your prioritization). You are comfortable putting tasks on the back burner to focus on the highest-impact work.
  • You are comfortable working in ambiguous, fast-paced, and quickly changing-contexts.
  • You don’t stop asking “why” until you understand the root cause of an issue. You develop solutions from first principles – “What is the best way to do this?” rather than defaulting to what has been done before.
  • You are results-driven and not afraid to roll up your sleeves to get things done no matter the task.
  • You are experienced and have demonstrated success in both making and managing necessary but potentially unpopular or uncomfortable decisions, such as re-orienting how your team has worked in the past or what they have owned in the past.

Bonus points if you:

• Have experience working in the payments or broader fintech industry.
• Have experience working in a remote, fast-paced, nimble environment (e.g., startup, remote company).
• Have helped build and/or scale the operations of an organization or product/service.