Payment Operations Manager

Payment Operations Manager

The Manager, Payment Operations at Circle plays a pivotal role in overseeing the day-to-day Payment Operations function within the Circle Payments Network. This position entails ensuring operational excellence and high-quality service delivery across a 24x7 environment, supporting the company's mission of creating a more open global economy through digital assets and payment solutions.

Key Responsibilities:

• Manage daily operations, including shift design, rostering, and queue performance.
• Oversee analyst training, development, and performance management.
• Handle escalations and serve as the senior operational escalation point.
• Establish and maintain quality control programs and operational metrics.
• Develop and document standard operating procedures (SOPs) and runbooks.

Required Skills & Qualifications:

• 8+ years in payment operations or a similar role.
• 2+ years of experience managing a team of operations analysts.
• Hands-on experience in shift management for 24x7 operations.
• Proficiency in process documentation and training program development.
• Understanding of cross-border payments and financial operations.