Payment Operations Manager

Responsibilities

Dispute and Chargeback Operations

• Own dispute intake, evidence compilation, and resolution across active payment processors and markets.
• Define and own resolution SLAs and win-rate targets.
• Identify systemic patterns and drive fixes with product and risk leads.
• Prioritize the roadmap for internal dispute tooling.

Fraud Operations

• Own fraud operations and oversee investigations and transaction reviews with the Risk, Fraud & Compliance Product Leader.
• Set monitoring and escalation standards across screening and decisioning tools.
• Maintain case integrity and decision quality.
• Track fraud loss trends across markets and game titles, and act on emerging attack patterns.

Payment Performance Monitoring

• Track authorization rates, payment success rates, decline codes, and fraud losses across processors and markets.
• Own post-launch metric reviews for new payment methods against performance thresholds.
• Define dashboard and alerting standards and ensure anomalies are identified before they affect publishers.

Customer Success Support

• Serve as the senior operational contact for payment-related requests escalated by Customer Success.
• Lead analysis of publisher payment performance, dispute trends, and fraud exposure.
• Own operational responses to payment incidents, including root-cause investigation, timeline reconstruction, and remediation communication.

PSP and Partner Management

• Own day-to-day operational relationships with PSPs and payment partners.
• Conduct performance reviews, escalations, and issue resolution.
• Hold partners accountable to performance and SLA commitments and drive improvement in underperforming markets or payment methods.

Process, Tooling, and Standards

• Set and maintain operational standards, runbooks, and process documentation.
• Prioritize automation opportunities and partner with payments, risk and compliance, and engineering teams on product and tooling improvements.
• Act as the senior escalation point for payment operations.

Requirements

• 6–8+ years of experience in payments operations, fraud operations, or fintech risk.
• Track record of owning a function or leading operational initiatives.
• Experience at a payment service provider, Merchant of Record, or digital goods company is preferred.
• End-to-end experience running payments, fraud, or risk operations across multiple processors.
• Direct experience with global PSPs such as Stripe, Adyen, PayPal, or Razorpay.
• Experience owning PSP or partner relationships and influencing product, engineering, and Customer Success without formal authority.
• Deep understanding of card-network dispute and chargeback mechanics, including Visa and Mastercard rules.
• Strong analytical skills, including working with dashboards and data tools, building structured reports, and identifying signals in noisy transaction data.
• Detail-oriented, self-directed, and comfortable operating autonomously across a broad operational scope.
• Business-level English proficiency, written and verbal.

Compensation and Benefits

• No compensation or benefits information was provided.