Director, Payment Operations

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Take charge of the operating model, processes, and controls to ensure reliable, compliant, and scalable payment capabilities across Array’s products.

• Develop and manage the team responsible for client payment onboarding and lifecycle management, transaction monitoring, settlement and reconciliation, disputes, payment incidents, and escalations from clients and partners.

• Collaborate with Product, Engineering, Finance, Legal, Compliance, and Risk to establish operational requirements, controls, and readiness strategies.

• Harmonize B2B and D2C operating models, capabilities, and roadmaps in conjunction with the Money Operations team.

• Design, implement, and continually enhance processes for transaction monitoring, settlement, reconciliation, exception management, and reporting.

• Define and oversee the entire payment account lifecycle for B2B clients.

• Lead responses to payment incidents and intricate client escalations, including the creation of runbooks, triage procedures, communication strategies, resolution methods, root-cause analyses, and tracking of corrective actions.

• Manage relationships with processors, sponsor banks, gateways, and acquirers.

• Create scalable processes for handling disputes, chargebacks, returns, holds, and other payment exceptions.

• Act as an internal and external Subject Matter Expert.

• Convert regulatory and contractual requirements into operational controls, documentation, audit evidence, and remediation plans.

• Leverage AI tools to enhance thinking, building, and shipping processes.

⛳️ Requirements

• A minimum of 5 years of experience in payment operations, financial operations, or payment infrastructure, with several years in leadership roles.

• Direct experience at a payment facilitator, embedded-payments platform, or vertical SaaS company that integrates payments.

• Proven track record in building or expanding payment operations within a fast-paced, technology-focused environment.

• In-depth knowledge of ACH and card payment processes, encompassing authorization, capture, funding, settlement, reconciliation, refunds, chargebacks, and exceptions.

• Expertise in managing payment incidents and complicated client escalations, including triage, communication, root-cause analysis, and corrective actions.

• Proven ability to design operational controls, procedures, reporting, and audit evidence in collaboration with Legal, Compliance, and Risk teams.

• Experience working alongside Product and Engineering to outline operational requirements, introduce new payment features, and automate processes.

• Strong analytical skills to define KPIs, diagnose payment performance issues, and utilize data to enhance reliability, risk management, and efficiency.

• Experience in team building, establishing coverage models, and fostering accountability in a function with evolving responsibilities.

• A conviction that AI is transforming work and an intuitive use of AI to expedite tasks.

🏝️ Benefits

• Comprehensive medical, dental, and vision coverage, with premiums fully paid for full-time employees and 70% for dependents.

• Unlimited PTO and sick leave, plus 14 company holidays.

• 100% 401k match up to 4% with immediate vesting.

• Generous parental leave policy available to all parents.

• $1,000 subsidy for setting up a remote office.

• $100 monthly subsidy for wifi and cell phone expenses.

• Summer Fridays (half-day Fridays) typically from late May to the end of August.

• Commuter benefits for employees who prefer working from the New York City or San Francisco office locations.

• Incentive Stock Option (ISO) grant, pending Board approval.