Payment Operations Manager

Payment Operations Manager

This is a senior individual-contributor role responsible for the operational backbone of a global payments environment serving digital commerce across multiple markets. You will own critical functions spanning disputes and chargebacks, fraud operations, payment performance, compliance monitoring, and payment-related support. The role offers broad operational ownership across multiple payment service providers, payment methods, markets, and partners. You will use data and operational insight to identify emerging risks, improve payment performance, and prevent issues from affecting customers and publishers. As a senior operator, you will establish standards, SLAs, dashboards, processes, and escalation frameworks while driving continuous improvement. The position requires strong cross-functional influence, partnering closely with Product, Risk, Fraud, Compliance, Engineering, Payments, and Customer Success teams. It is ideal for an autonomous payments professional who enjoys solving complex operational problems in a fast-moving, global environment.

Accountabilities

• Dispute & Chargeback Operations: Own dispute intake, evidence preparation, resolution, SLAs, and performance targets across payment processors and markets; identify systemic trends and drive corrective actions.
• Fraud Operations: Lead fraud operations and transaction investigations in partnership with risk and compliance stakeholders, establishing monitoring, escalation, and decision-quality standards.
• Payment Performance: Monitor authorization rates, payment success rates, decline codes, fraud losses, and other key payment indicators across processors and markets; identify anomalies before they become customer-impacting incidents.
• Payment Method Performance: Conduct post-launch reviews of new payment methods against agreed performance thresholds and establish clear review and escalation triggers.
• Customer Success Support: Act as the senior operational escalation point for payment-related issues, providing structured analysis of publisher payment performance, disputes, fraud exposure, and incidents.
• Incident Management: Lead operational responses to payment incidents, including root-cause investigations, timeline reconstruction, remediation, and stakeholder communication.
• PSP & Partner Management: Own day-to-day operational relationships with payment service providers and partners, including performance reviews, escalations, issue resolution, and accountability against SLAs.
• Process & Standards: Establish and maintain operational standards, runbooks, documentation, dashboards, and processes that enable the function to scale effectively.
• Tooling & Automation: Identify opportunities for automation and collaborate with Payments, Risk, Compliance, Product, and Engineering teams to convert operational gaps into tooling and product improvements.
• Strategic Ownership: Act as the senior escalation point for payment operations and continuously improve outcomes across payments, risk, fraud, and compliance.

Requirements

• 6–8+ years of experience in payments operations, fraud operations, fintech risk, or a closely related field, with demonstrated ownership of operational functions or major initiatives.
• Experience working with payment service providers, Merchant of Record platforms, digital goods businesses, or other complex global payment environments is highly desirable.
• Proven experience managing payment operations end to end rather than solely supporting individual processes or tools.
• Hands-on experience working with multiple payment processors simultaneously, ideally including global PSPs such as Stripe, Adyen, PayPal, or Razorpay.
• Strong understanding of dispute and chargeback mechanics at the card-network level, including Visa and Mastercard rules and processes.
• Experience owning PSP and partner relationships, managing performance expectations, escalations, and service-level commitments.
• Demonstrated ability to influence Product, Engineering, Customer Success, Risk, Fraud, and Compliance stakeholders without relying on formal authority.
• Strong analytical capabilities, with the ability to work across dashboards and data tools, build structured reports, interpret transaction data, and identify meaningful trends in noisy datasets.
• Experience defining operational KPIs, SLAs, dashboards, monitoring frameworks, and escalation standards.
• Strong understanding of payment performance metrics, fraud losses, false positives, detection rates, dispute win rates, and operational response times.
• Highly autonomous, detail-oriented, and comfortable managing a broad and evolving operational scope.
• Strong problem-solving and decision-making skills, with the ability to investigate complex issues and drive them through to resolution.
• Business-level English proficiency, both written and verbal.
• Comfortable operating as a senior individual contributor with significant ownership and cross-functional influence.

Benefits

• Fully remote: Work remotely from India as part of a globally distributed team.
• Senior individual-contributor scope: Significant ownership and decision-making responsibility without requiring direct people management.
• Global payments exposure: Work across 50+ markets, multiple payment processors, and a broad range of payment methods and rails.
• Cross-functional collaboration: Partner closely with Payments, Product, Risk, Fraud, Compliance, Engineering, and Customer Success teams.
• High-impact ownership: Direct influence over payment performance, fraud exposure, dispute outcomes, operational resilience, and customer experience.
• Operational innovation: Opportunity to improve processes, introduce automation, develop tooling, and establish scalable operational standards.
• Global partner exposure: Direct responsibility for relationships and performance management with PSPs and payment partners.
• Growth environment: Join a fast-moving organization where senior contributors can shape operational processes and influence how the function evolves.
• Flexible remote setup: Designed for distributed collaboration across international markets and teams.