Overview
Manager, Payment Operations for Circle Payments Network, owning day-to-day payment operations across a 24x7 environment and serving as the senior escalation point for unresolved issues.
What you'll do
- Own operational coverage, queue performance, escalations, and investigation quality for 24x7 operations.
- Design shift rosters, coverage planning, and handoffs, including leave/surge/holiday planning.
- Manage live queues by picking up partner queries and detected exceptions, triaging, working, and closing within SLA.
- Lead the escalation path by resolving what Senior Analysts cannot and deciding escalation to Engineering, Product, or partner leadership.
- Run analyst onboarding, continuous training, certification, and competency development through to independent case handling.
- Establish and operate a QC program (case sampling, calibration, standards, taxonomy, and feedback loops).
- Own operational metrics reporting (TTA, TTR, SLA compliance, and volume/failure trends) and weekly operations readouts.
What you'll need
- 8+ years in payment operations, payment investigations, settlement operations, or comparable operations at a payments/fintech/bank.
- 2+ years directly managing operations analysts with accountability for output, while staying hands-on.
- Hands-on ownership of at least one full shift roster in a 24x7 or extended-coverage operation.
- Demonstrated ownership of training and ramp from new to independent handling.
- Demonstrated ownership of process and documentation via SOPs and runbooks others used.
- Cross-border payments depth including correspondent banking, SWIFT/MT103, local rails, reconciliation, exception handling, and settlement investigations.
- Comfort working from data to set targets, track them, and defend numbers.
Read the full description and apply on the company’s own careers page.
