Since Zip launched 2 years ago, we’ve garnered tremendous product market fit with our core spend approvals, helping hundreds of enterprise customers manage their business spend. Our average customer today processes thousands of payments per month across millions of dollars. To help facilitate the transaction end to end, we just launched our second product, Procure to Pay, where we’ll facilitate B2B payments to vendors directly. We are on track to process billions of vendor payouts globally in 2023.

Your Role

As the payment operations manager, you will have the unique opportunity to join a fast growing team and build a team of Payments Operations Analysts. You will play a key role in establishing operational processes to support our customers with all payment-related issues such as the Know Your Customer (KYC) onboarding process, resolution for payout failures, tracer requests, and ad-hoc tasks from our Payment Operations team. 

We are looking for a self-starter with a customer-first mindset, who is willing to roll up their sleeves as issues/challenges arise and can collaborate cross-functionally. In this role, you will be responsible for investigating & troubleshooting payment related issues to identify the root cause and resolution path, designing and documenting payment operations processes, answering customer inquiries, and in the near future you will be building out and managing a team of payment operation specialists.

You Will

• Be responsible for managing the daily payment operations and meeting all our operational metrics. It includes, among other projects, communicating with our customers, troubleshooting and resolving any payment issues, handling the KYC customer onboarding process, RFIs, etc.
• As the payment volume increases, you will be building and managing a high-performing team of Payment Operations Analysts to ensure that all payment operations functions are running efficiently and exceeding our customer’s support expectations. You will coach and mentor your team members to support their career growth.
• Design and document effective operational processes with a keen eye for standardization and automation to enable the team to scale. You will continuously apply any learnings from our processes to improve our customer experience and implement new procedures as needed.
• Partner with our payment providers and cross-functional partners to resolve any issues impacting our payments products
• Partner with the Product team to close any gaps in the payment customer experience process

Qualifications

• At least 5 years of managerial experience with expertise in payments operations including KYC/RFIs processes. Bonus point is if you have experience in B2B payments.
• Experience working in a fast-paced environment with competing priorities balancing the needs of our customers today and the future growth in our total processing payment volume,. 
• You possess excellent communication skills with experience working in a customer-facing role. You communicate early and often and know when to escalate to the payments leadership team

The salary range for this role is $115,000 - $135,000. The salary for this position is determined based on a variety of job-related factors that may include location, relevant experience, education, or particular skills and expertise.

Perks & Benefits

At Zip, we’re committed to providing our employees with everything they need to do their best work.

• 📈 Start-up equity
• 🦷 Full health, vision & dental coverage
• 🚠 Team building events & happy hours
• 🌴 Flexible PTO
• 💻 Apple equipment plus home office budget
• 💸 401k plan

We’re looking to hire Zippers and that means hiring people who take ownership, communicate openly, have an underdog mindset, and are excited to increase the pace of innovation for every business in the world. We encourage all candidates to apply even if your experience doesn’t exactly match up to our job description. We are committed to building a diverse and inclusive workspace where everyone (regardless of age, religion, ethnicity, gender, sexual orientation, and more) feels like they belong. We look forward to hearing from you!