Operations Manager

Overview

Joining the Business team as the Operations Manager will mean that you are a part of a team that works to offer thousands of individuals and business owners with the information, resources, and services they need to realize their ideas

Responsibilities

You’ll help define, operate, and monitor the critical backend processes that allow organization to deliver an industry-leading business solution to merchants and customers.

You’ll be responsible for designing and executing operational processes around how we reconcile and settle payouts to merchants/businesses, and how we protect the organization’s platform from bad actors.

Responsible for daily, weekly, and monthly reconciliation of transactions and financial accounts processed on organization’s solutions, managing merchant receivables, and validation of bank statements and balances.

Manage the Daily Merchant Settlement processes, as well as detect and rectify any exceptions.

Conduct periodic audits of our merchants and internal processes to ensure we’re adhering to best practices and regulatory requirements.

Provide risk management expertise to scale product operations, feature launches, and localization of our products across our target markets.

Train internal teams and key partners on risk mitigation initiatives and data protection guidelines.

Investigate, review, and resolve anti-money laundering-related and economic sanction-related alerts.

Design and maintain a process for reporting fraudulent activity to the appropriate regulatory authorities.

Manage the customer success team with responsibility for managing the customer touch points for organization’s business and serve as the liaison between the Sales team, the Engineering team, prospects, and partners in resolving problems for organization’s customers via email, phone, live chat, social media, and in person.

Drive achievement of Base and subscriber KPIs through effective use of base management initiatives including decay management, base retention, churn management, contact management (e-mail inclusive), and activity.

Build and maintain a self-serve Help Desk knowledge base so that customers can get answers quickly.

Liaise with responsible parties (internal/external) to ensure downtime incidents are resolved within the agreed time frames.

Liaise with Engineering to improve service outage detection, customer management, and speed to repair.

Requirements

You must possess at least five years’ work experience

You are process-driven and understand processes intuitively, are highly organized and are constantly on the lookout to improve the way you work.

Have a data-driven analytical mindset (good Excel skills are a requirement)

You must actively enjoy figuring out solutions where there is no playbook, thrive while working under minimal supervision, and be adaptable enough to take on new functions as the need arises.

You have a good appetite for learning and are not scared of challenges to what you know.

You have excellent organizational and time management skills.

You can work without direct supervision and have a professional, helpful, and friendly attitude coupled with your ability to listen, teach, and elicit information efficiently.

You have a proactive attitude towards problems. You pay attention to details and think about the implications of what you are doing.

Driven to innovate, passionate about new technologies and commerce tech.

You are a strong problem solver.