Payments Operations Manager

Job Description

About Recurly: Recurly, Inc., a SaaS company, provides a versatile subscription management platform to manage the entire subscription lifecycle for market-leading brands worldwide. Subscription businesses such as Sling TV, FabFitFun, Cinemark and Fubo.tv depend on Recurly to harness the power of the subscription model and drive recurring revenue growth. Since its launch in 2009, Recurly has deployed subscription billing for thousands of companies across 55 countries. Our platform empowers billions of credit card transactions and has enabled customers to recover nearly $1.2 billion in revenue in 2023. Recurly is backed by Accel-KKR, a leading technology-focused private equity firm with over $10 billion in capital commitments. The partnership offers Recurly access to significant capital and resources to make continued investments in technology and platform innovation and expand our go-to-market initiatives. The Payments Operations team, led by the Payments Operations Manager, is focused on driving results for Recurly and its merchants through data-driven proactive operational improvements, communication and coordination with both internal and external partners. The Payments Operations Team strives to anticipate and meet operational and payments compliance needs, and manage payment gateway operational excellence as measured by key performance indicators such as authorization success rates, effective and compliant retries, low fraud and chargeback rates, accurate and timely account and token updates, response time to incidents, and cost of payments optimization. Who you are: Reporting directly to the Director of Payments, we are seeking a highly experienced Payments Operations Manager, with a strong track record in payment operations, to lead our scaling Payment Operations team. The candidate will have a critical role in influencing decisions related to product, customer support, and merchant experience while balancing process and risk.

What you will work on:

• Design and manage the evolution of our payments performance metrics, in conjunction with the Product team, to drive greater transparency, proactive payment optimization, and increased adoption of Recurly.
• Own and maintain strong relationships with payment partners to deliver a platform that achieves our payment strategy and business objectives while holding them accountable for their commitments, service level agreements, and other performance metrics.
• Establish and use reporting on operational metrics to ensure payments are operating effectively and analyze payment data to take proactive measures to drive payments performance metrics.
• Oversee payment operations, including transaction processing, token and account updates, and fraud prevention, ensuring accuracy, efficiency, and compliance.
• Build and manage a 24/7 response team to manage and coordinate incidents identified by Recurly or other external parties.
• Monitor industry trends, regulations, and emerging technologies to identify opportunities for process improvement and innovation.
• Partner with customer support and sales teams to communicate payments operations metrics and help to identify payments opportunities.
• Collaborate with the Product team to identify workflows or user experiences that improve Recurly’s value proposition and drive Recurly adoption and usage.
• Partner with Product Marketing, Customer Support, and Sales to help improve the success of our go-to-market efforts.

Leadership and cross-functional collaboration:

• Lead and mentor a team of payment operations professionals, fostering a culture of high performance, collaboration, and continuous improvement.
• Set clear objectives, provide regular feedback, and promote professional growth for team members.
• Act as an internal champion for the Payments product and educate the entire company on the risk and compliance elements of our payments business.
• Collaborate with cross-functional teams to ensure alignment with company goals and the nuances of the payments business, processes, and strategy.
• Influence decision-making processes and provide strategic insights to drive product development and market positioning.
• Manage and champion operational excellence through cross functional collaboration in handling payments incidents.

What you will need to accomplish the job:

• Strong understanding of payment operations, risk management, program design, and demonstrated success in leading teams to achieve business objectives.
• Strong technical skills to understand and communicate root causes of issues, potential fixes, impact, and clean-up.
• Demonstrated experience working with various payment pricing models and commercial structures (e.g. flat rate, IC+).
• Exceptional leadership and communication skills, with the ability to influence cross-functional teams and drive alignment towards common goals.
• Strategic thinker with the ability to define processes and design customer-centric experiences that differentiate the Payments product offering.
• Excellent analytical skills with the ability to interpret complex data, identify trends, and make data-driven decisions.

Other nice-to-haves:

• Experience evaluating various payment processors and gateways to deliver the best platform for our customers and business needs
• Proven track record of managing strategic initiatives from brainstorming to execution.
• Experience opening up international markets for payment adoption is a plus
• A passion for risk management and compliance, with a demonstrated ability to anticipate market trends and adapt strategies and operational needs accordingly.
• Exceptional communication, negotiation, and interpersonal skills, with the ability to effectively engage with internal stakeholders, clients, and external partners.

As a full-time employee, we offer competitive benefits programs and perks designed to fit your needs and the needs of your family. Recurly is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to gender, age, race, religion, or any other classification which is protected by applicable law. Recurly is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at [email protected] Apply for this job