Manager of Payment Operations

Account Servicing owns what happens to a Brex account after it’s live: money applied against statement balances, billing terms changed, auto-pay kept working, points debited and granted, credit performance reported to the bureaus, and accounts closed cleanly We’re hiring a manager to run that portfolio. You’ll inherit a team with deep subject-matter expertise in specific queues, a set of in-flight migrations from other teams, and a real automation opportunity across the highest-volume work The mandate is to hold the SLA and accuracy bar while systematically shrinking the manual surface area in a quickly growing environment Payment application and wires. Wires applied against statement balances, including unmatched, partial, and misapplied payments. Support the expansion of wire coverage as we open up new corridors and use cases Statement adjustments. Refunds and offline collections (manual balance adjustments), with the controls that keep adjustment accuracy high and every entry defensible in an audit Billing changes. Due date changes, billing frequency changes, payment extensions, and grace period requests in close partnership with GTM, Credit, and Deal Desk teams Auto-pay management. Manual pay exceptions, penny-pull (micro-deposit) verifications, and funding source changes Vendor onboarding. Getting Brex set up correctly as a payee inside customers’ third-party AP and procurement portals so invoices route, approve, and pay on time Credit reporting. The monthly bureau submissions, plus end-to-end disputes management at the accuracy and timeliness standard regulation requires Account closures. Customer-initiated, legal, and Terms-of-Service closures, including final balance settlement and rewards true-up. This is a newly transitioned part of the portfolio and will have operational process development needs from day 1 Points debits and rewards grants. Points debiting, merchant categorization changes, audits and true-ups, and non-automated partner referral grants Automation and migration. Partner with Product and Engineering to cut average handle time and retire manual queues Coach, and develop a team of servicing specialists. Where a queue currently depends on one person’s expertise, build redundancy so it doesn’t Set and defend SLAs, quality bars, and capacity models across workflows that behave very differently from one another Define your own operational reporting cadences and measures to make staffing and prioritization decisions Write and maintain the SOPs, QA sampling, and maker-checker controls that keep financial adjustments accurate and auditable Be the escalation path for high-dollar, time-critical, and legally sensitive cases, working directly with Legal, Compliance, Collections, Treasury, Finance, Deal Desk, and CX Own the automation roadmap for the team: find the candidates, quantify the case, spec the requirements, validate the before-and-after, and hold the line on the edge cases that automation tends to break on Benefits Medical, dental & vision Generous vacation Spring Health & Calm Year-end company shutdown Milk Stork for nursing parents In-office days, lunches & offsites Commuter benefits 4 fully remote weeks Carrot Fertility benefits Generous parental leave Data fluency. You can pull, build, and defend your own numbers in SQL, spreadsheets, or BI toolingHands-on ownership of a servicing, billing, payment, or credit operations queue where errors move real money, plus the controls experience that comes with it: reconciliation, QA sampling, maker-checker review, audit trails A well-defined point of view on where AI can and should be applied in scaled operationsSound judgment under ambiguity and the discipline to accelerate the right things. This team handles legal closures, bureau disputes, and balance adjustments where the wrong call has financial or regulatory consequencesStrong written communication. SOPs, escalation summaries, and cross-functional updates are a meaningful share of the workExperience being the operational counterpart to Product and Engineering: writing requirements, aligning on priority, testing builds, and catching what the spec missed 5+ years in financial services or fintech operations, including 2+ years managing people directly; hiring, performance management, and development A track record of process improvement you can quantify. You’ve taken a manual, high-touch workflow and measurably reduced handle time, backlog, or error rateDirect credit bureau furnisher experience: Metro 2 reporting, e-OSCAR, FCRA dispute handling, or data quality remediationCommercial card, charge card, or business lending servicing background, as distinct from consumerRewards or loyalty operations experience, especially points liability, audits, true-ups, and clawbacksWorking knowledge of wire and ACH (push and pull) mechanics, exception handling, return codes, micro-deposit verification, misapplied payment researchExperience configuring a company as a vendor or payee in AP and procurement platforms (bill.com, Tipalti, Coupa, etc.)Experience absorbing workflows from another team without an SLA dipFamiliarity with support and ops tooling (Salesforce, Retool) and low-code workflow automation (Retool, Zapier, Backoffice)