Business Operations Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop Strategic Operations with a hands-on approach.

• Establish planning cadence, operational rhythms, and business reviews throughout the organization.

• Manage cross-functional initiatives that involve multiple teams and require a single accountable leader.

• Identify and establish key metrics (volume, acceptance, chargeback ratio, loss, cost-to-serve, settlement time) and create a reporting/BI layer that provides leadership with a real-time overview of company operations — eliminating the need to wait for the data team.

• Oversee the company's tooling stack: choose tools, make build-vs-buy decisions, and assist every function in utilizing their resources effectively.

• Advocate for AI integration across the organization: discover high-impact use cases in various functions, pilot and deploy tools, and support teams in enhancing their AI proficiency — serving as a visible example of AI-enhanced operations at Overflow.

• Define internal tooling needs across functions and advocate for necessary engineering support — transforming ambiguous pain points into clear requests and prioritization. With dedicated engineering resources now available for internal tooling, you will function as the de facto project manager for that workstream, translating operational needs into scoped, prioritized requests.

• Act as the operational advisor to the CPO and CEO regarding effective practices, challenges faced, and proposed solutions.

• Lead Payment Operations.

• Supervise the current Payment Operations team managing KYC, risk reviews, chargebacks, stock gift processing, DAF, designated funds, and reconciliation.

• Ensure operational health from start to finish: manage processor relationships, settlement processes, dispute resolution, and the controls that maintain a secure regulated payments business.

• Eventually recruit and mentor a Payment Operations Manager to handle day-to-day operations as the function scales, allowing you to concentrate on strategic initiatives.

• Collaborate with Product on the intersections where operations connect with donor-facing payment surfaces — particularly compliance/KYC and recurring transactions.

• Lead Tap Operations.

• Oversee the existing Tap Operations team responsible for fulfilling, logistics, and delivering Overflow's physical Tap giving products to churches and partners.

• Ensure operational health across the board: manage order processing, supplier and vendor relationships, staffing, and quality assurance.

• Work alongside Partnerships/Success on demand forecasting and fulfillment timelines for churches.

• Own Our SOC 2 Program.

• Assume full responsibility for the SOC 2 program upon arrival — a seamless transition is included in your onboarding process.

• Manage relationships with auditors, GRC tools (Vanta, Drata, or similar), evidence collection, operating rhythms for controls, and the renewal cycle.

• Collaborate with Engineering on technical security controls while you manage the program surrounding them.

⛳️ Requirements

• Proven experience as a senior operator with direct people management experience — including roles in BizOps, StratOps, chief-of-staff, strategy-and-ops consulting, or a significant operational leadership position in a high-growth company.

• Strong familiarity with payment operations: KYC, risk management, chargebacks, and reconciliation. While a background in payments is not mandatory, you should be able to quickly immerse yourself in the subject.

• SOC 2 knowledge is essential. You have experience within a SOC 2 program (preferably Type II) — as an owner, significant contributor, or closely involved, enabling you to manage ours without disrupting the cycle.

• Clearly demonstrate AI fluency and the ability to guide others. It’s not sufficient to say "I've used ChatGPT." Show us your creations, automations, or scaled initiatives using AI tools — and how you've assisted others or teams in adopting them. This is non-negotiable.

• Strong skills in scoping and prioritization. You can transform a vague operational issue into a clearly defined, scoped problem — whether the solution involves a SaaS purchase, a no-code workflow, an AI automation, or a request for engineering assistance.

• Excellent analytical skills and structured thinking — equally comfortable discussing P&L, reviewing metrics, and addressing complex cross-team challenges.

• A proactive doer who leads by example — confident in directly managing operational teams while remaining engaged in strategic work.

• Outstanding communication and collaboration abilities — you will interact with every department in the organization.

• Alignment with Overflow's mission, values, and commitment to hybrid work.

🏝️ Benefits

• Competitive base salary along with equity and commission eligibility.

• Medical, dental, and vision insurance for employees and their dependents.

• Generous paid time off and company holidays.

• Paid parental leave.

• 401(k) retirement savings plan.

• Dedicated mental health and therapy stipend to support individual well-being.

• Team retreats and intentional in-person gatherings throughout the year.