About the role

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 Zepz’s Head of Payment Ops, you will be responsible for working closely with Zepz’s partner network (acquirers, technical service providers, aggregators, banks, mobile network operators), investigating and resolving reconciliation issues.

Your key areas of focus:

1. Strategically managing a team focused on conducting operational setup, testing, and problem solving for new payments API integrations to ensure they are performing as expected and providing an excellent user experience 
2. Rigorously measuring the success of new integrations and working cross-functionally (Product, Engineering, Growth, Biz Dev) and with external stakeholders to prioritize and problem solve on performance issues once a new integration has gone live
3. Working closely with senior Product and Engineering leaders to design and implement a strategic roadmap for moving off of old technical integrations and tooling and over to new technical platforms that meet operational needs for scaling effectively 
4. Working closely with the Payment Operations Directors overseeing “Performance” and “Reconciliation” to ensure that new integrations being launched are improving the overall user experience and solving for pain points their teams face 

What you bring to the table:

• Technical:
• Working in close collaboration with Product + Engineering Teams to design successful integrations and technical platforms: 
• You have a track record of working closely and successfully with Product and Engineering teams. 
• You can clearly, successfully, and strategically communicate with technical teams about what is needed to operationally test and maintain new integrations and technical platforms. And you have experience working with Product and Engineering teams to design capabilities and features that enable effective operational use once built.
• You have a proven track record of creating and developing automated or less manual solutions and processes that resulted in improved efficiency and accuracy
• Data analysis and strategic use of analysis: 
• You have at least intermediate SQL skills and can write your own queries / build dashboards for your team as needed (some of the team also has SQL skills). 
• You have experience performing complex data analysis and making strategic decisions based on findings in a comprehensive but straightforward manner
• You prioritize effectively and can lead a team that prioritizes problem solving effectively based on data-driven analysis. You effectively use data to size problems and get cross-functional buy-in to solutions (e.g., Product / Engineering support is needed to solve problem XX that affects XX number of users; etc.)
• Problem solving with external partner stakeholders: 
• You have excellent third-party relationship management experience, and a natural ability to build quick rapport. You have a track record of quickly and successfully engaging external stakeholders on high priority issues through to timely resolution (e.g., meeting with Senior Developers and Senior Operations points of contact at external stakeholder organizations we are technically integrated with) 
• You have an understanding of technical API response / error codes and are able to be strategic in automation and manual handling of these 
• People and Process Management: 
• You have experience proactively developing and cascading strategic decisions, roadmaps, processes, and roles / responsibilities to your team and across teams. When you see that a process or roadmap doesn’t exist, isn’t working, or is breaking you dive in to proactively and comprehensively resolve it within your team and across functions that engage with your team
• You have experience successfully managing a senior / mid-level team (junior to senior managers)
• You have experience effectively working cross-functionally to prioritize and make big and small decisions independently (e.g., Product, Engineering, Growth, Biz Dev, Commercial)
• Working style:
• You are comfortable + excited to work asynchronously + lead a team in a remote team environment. The broader Payments team and Zepz team spans a multitude of time zones, and we are not all online together at the same time. The Head of Payments Ops is currently based in Washington, DC.
• 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, so you can 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.