Payment Operations Manager

This is a fully remote position, open to applicants in India, +3 more states.

📋 Description

• Manage the intake of disputes, gather evidence, and resolve issues across various active payment processors and markets.

• Establish service level agreements (SLAs) for dispute resolution and win-rate objectives; detect systemic issues and initiate corrective actions.

• Prioritize the development roadmap for internal dispute management tools.

• Oversee fraud operations, conduct investigations, and carry out transaction reviews.

• Define standards for monitoring and escalation related to screening and decision-making tools.

• Monitor fraud loss trends and respond to emerging attack patterns.

• Analyze authorization rates, payment success rates, decline codes, and fraud losses.

• Evaluate new payment methods against established performance benchmarks.

• Create operational dashboards and set standards for alerts.

• Act as the primary operational contact for payment-related escalations from Customer Success.

• Lead investigations into publisher payment performance, dispute patterns, and fraud risks.

• Manage operational responses to payment incidents, including conducting root-cause investigations and communicating remediation plans.

• Handle daily operational relationships with payment service providers (PSPs) and payment partners.

• Ensure partners adhere to performance and SLA commitments.

• Maintain operational standards, runbooks, and process documentation.

• Focus on automation and translate operational deficiencies into enhancements for products and tools.

• Serve as the senior escalation point for payment operations.

⛳️ Requirements

• 6–8+ years of experience in payments operations, fraud operations, or fintech risk management.

• Proven track record of managing a function or leading operational projects.

• Ideal experience includes working at a PSP, Merchant of Record, or within a digital goods company.

• Comprehensive experience in managing payments, fraud, or risk operations end-to-end.

• Experience working with multiple payment processors simultaneously.

• Direct experience with global PSPs such as Stripe, Adyen, PayPal, or Razorpay.

• Experience managing relationships with PSPs or partners.

• Ability to influence product, engineering, and Customer Success teams without formal authority.

• In-depth understanding of card-network dispute and chargeback processes, including Visa/Mastercard regulations.

• Strong analytical skills with proficiency in dashboards and data analysis tools.

• Capability to create structured reports and recognize trends in transaction data.

• Detail-oriented, self-motivated, and capable of working independently.

• Proficient in business-level English, both written and verbal.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and career advancement.

• Flexible working hours and remote work options.

• Collaborative and innovative work environment.