# Payment Operations Manager

**Company:** [Neon](https://hotfix.jobs/companies/neon)
**Location:** Remote
**Role:** Revenue Operations
**Experience:** 6+ years
**Skills:** Payments Operations, Fraud Operations, Chargeback Management, Dispute Resolution, Payment Service Providers, Stripe, Adyen, Paypal, Razorpay, Visa, Mastercard, Payment Analytics, Dashboarding, Incident Response, Process Automation
**Posted:** 2026-08-11

> Owns the operational backbone of a global Merchant of Record payments platform, spanning disputes, fraud, payment performance, compliance monitoring, PSP relationships, and incident response. Requires 6–8+ years in payments operations, fraud operations, or fintech risk, plus strong analytical and partner-management skills.

## Job Description

## 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.

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