Payments Operations Lead

Responsibilities

• Build and own the payments operations function, including systems, architecture, team hiring, and build-versus-buy decisions.
• Maintain the payments risk register and define detection triggers and remediation paths for chargebacks, returns, and merchant failures.
• Set reserve amounts by merchant tier, negative-balance triggers, offset and clawback mechanics, thresholds, and escalation paths.
• Run daily reconciliation across balance accounts and settlement; establish cadence, alerting thresholds, and break-investigation processes.
• Own AML policy, merchant acceptance policy, and payment-partner risk relationships.
• Build merchant self-service for disputes and chargebacks, including evidence flow, deadlines, and escalation paths.
• Scale underwriting, merchant onboarding, sign-up, and acquirer migration processes as the merchant base grows.
• Track key metrics including chargeback rates, reconciliation breaks, reserve adequacy, and false-positive rates.

Requirements

• 5+ years of experience in payments operations, risk, or fraud and dispute operations.
• At least 2 years at a payment facilitator, processor, or platform such as Stripe Connect, Adyen for Platforms, Square/Block, or Shopify Payments.
• Experience building operational processes rather than only operating existing ones.
• Fluency in reserves, holdbacks, and offset rights against a merchant’s balance.
• Working knowledge of ACH returns and card chargebacks, including return handling and payer-notification workflows.
• Ability to work cross-functionally with Legal and Engineering and interpret payments addenda and webhook payloads.
• Metrics-driven approach to thresholds, KPIs, and operational decisions.
• High ownership and comfort working in an early-stage environment.

Nice-to-Haves

• Experience standing up or scaling merchant-facing dispute self-service.
• Experience supporting a live acquirer migration involving real merchant volume.
• Familiarity with B2B billing or invoicing platforms and their risk profiles.
• Exposure to treasury or banking-partner relationship management.

Compensation & Benefits

• Competitive compensation and equity.
• Unlimited PTO.
• Up to 100% employer-covered monthly medical, dental, and vision premiums.
• Lunch provided, plus dinner for later in-office days.
• Parental leave up to 12 weeks.
• Tax-free commuter and parking benefits.
• Voluntary life, hospital, critical illness, and accident insurance.
• Employee Assistance Program.
• Free One Medical membership.
• 401(k).