Payment Operations

Responsibilities

• Support the payment lifecycle end-to-end: Own the operational layer of specific payment workflows — ACH processing, exception handling, refunds, collection re-debits, reconciliation. Investigate issues, escalate where needed, and see them through to resolution. Identify patterns and push to fix root causes.
• Build alongside Product and Engineering: Contribute to product specs, surface operational pain points, help define requirements, and participate in launches.
• Close the loop on customer pain: Mine customer and CX feedback to identify friction in payment flows, prioritize issues, and bring insights into operational and product decisions.
• Think in systems: Connect the dots across rails, partners, reconciliation, compliance, and customer experience. Understand how issues ripple and bring that perspective to cross-functional conversations.
• Hold partners to a high standard: Work directly with Gusto's bank and payment partners (domestic and international) to triage issues, resolve escalations, and maintain strong working relationships.
• Lead with AI: Use AI as a work partner to move faster on analysis, draft communications, synthesize data, and automate repetitive tasks. Continuously look for smarter ways to work.

Requirements

• 3+ years of experience in payment operations, banking operations, treasury operations, or a related role at a fintech or financial institution.
• Working knowledge of domestic payment rails (ACH/Nacha, wires, RTP) and/or international money movement (cross-border transfers, FX, global disbursement networks); experience across both is a strong plus.
• Strong analytical instincts — ability to look for patterns behind problems and query or structure data to find them (SQL a plus but not required).
• Experience working with bank portals, payment processors, or reconciliation tools.
• Ability to communicate clearly with both operational and technical counterparts; write crisp Slack messages to engineers and professional escalations to bank partners.
• Comfortable working in ambiguity and taking ownership without waiting for perfect information.
• Eager to build AI into how you work — see it as a genuine productivity lever and committed to developing fluency.

Nice-to-Haves

• Knowledge of relevant compliance frameworks (Nacha operating rules, unclaimed property, money transmission).
• Experience across both domestic and international payment rails.