Senior Manager

Position Overview: 

We are looking for a Senior Manager of Payment Operations to lead a global team focused on delivering an efficient and seamless payment experience for FastSpring sellers and their customers. This role oversees critical payment operations, including payment research, ticket management, monitoring payment methods and partners, and addressing anomalies in the payment flow. 

By optimizing processes, enhancing customer satisfaction, and ensuring secure, reliable transactions, this role directly supports the company’s mission to empower sellers and drive growth. As a leader, you will play a pivotal part in fostering a diverse and collaborative work environment, ensuring every team member feels valued and contributes to FastSpring’s success.  This position reports to the VP, Payment Operations.

Responsibilities & Goals:

• Team Leadership & Development:
• Lead and manage a small but dynamic global team focused on payment operations.
• Provide guidance, coaching, and performance management to ensure team members are empowered, motivated, and working towards business objectives.
• Foster a collaborative environment and facilitate knowledge sharing across the team and the broader organization.
• Payment Operations Management:
• Oversee and manage all global payment methods and systems, ensuring timely and accurate processing of payments for both buyers and sellers.
• Monitor, research, and optimize payment flows to reduce friction and enhance the user experience, proactively identifying areas for improvement.
• Collaborate with internal teams (e.g., Product, Engineering, Finance) and external partners to troubleshoot and resolve payment-related issues.
• Monitoring & Anomaly Detection:
• Regularly monitor all payment partners and payment methods for anomalies, disruptions, or potential fraud risks.
• Leverage systems for real-time monitoring, detection, and alerting for payment issues or discrepancies.
• Develop and maintain processes for investigating and resolving payment anomalies, working with stakeholders to mitigate risks.
• Partnership Management:
• Build and maintain strong operational relationships with external payment providers and partners, ensuring high-quality service and performance.
• Continually assess payment partner performance to ensure partner operational service levels are met.
• Compliance & Risk Management:
• Partner with internal and external resources to ensure payment operations comply with global regulations and industry standards, including data security and anti-fraud measures.
• Work closely with the leadership and security team to stay abreast of regulatory changes that could impact payment operations.
• Data Analysis & Reporting:
• Research internal and external inquiries providing a clear and concise explanation of the topic at hand.
• Analyze payment data and trends to drive continuous improvement in payment processes, efficiency, and user experience.
• Prepare and present regular performance reports on key metrics (e.g., payment success rates, processing times, chargebacks) to senior leadership.
• Continuous Improvement & Innovation:
• Stay up-to-date with emerging trends and technologies in the payments industry, bringing innovative solutions to enhance payment efficiency and user experience.
• Identify opportunities to streamline payment processes, improve automation, and reduce operational costs.

Experience & Qualifications:

• Experience:
• 7+ years of experience in eCommerce payment operations, with at least 3 years in a leadership role managing a team.
• In-depth understanding of global payment systems, payment gateways, and processing methods (credit cards, alternative payment methods, wallets, etc.).
• Strong background in detecting and resolving payment anomalies, fraud detection, and risk management.
• Skills:
• Proven ability to lead, manage, and develop cross-functional teams across different regions.
• A high-level of customer empathy and the ability to advocate for our clients.
• Strong problem-solving skills with the ability to manage complex, time-sensitive situations.
• Exceptional communication and interpersonal skills, with the ability to work effectively with customers, clients, and internal/external partners.
• Excellent analytical and data-driven mindset, with proficiency in payment reporting and analysis tools.
• Strong project management skills, with the ability to manage multiple initiatives and priorities simultaneously.
• Knowledge:
• Familiarity with global payment regulations, industry standards (PCI-DSS, PSD2, etc.), and security best practices.
• Understanding of the buyer and seller experience, with a focus on optimizing payment flows and minimizing friction.
• Preferred:
• Experience with global payment service providers and payment gateways including APAC region.
• Expertise in using payment monitoring and fraud detection tools (e.g., chargeback management, anomaly detection systems).