Manager, Payment Operations

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.