Manager, Payment Operations - US Remote (EST)

WeTravel

22h•Remote

About The Position

Hi, I’m Siobhán, Head of Payment Risk & Operations 👋. I joined WeTravel in January, and I’m based remotely in Dublin, Ireland 🇮🇪. I’m excited to find a new Payment Operations Manager to join our global team. About WeTravel Think of the most incredible adventures imaginable: trekking to Machu Picchu, cycling through Tuscany, or going on a safari in Kenya. For years, the small businesses and local experts who run these trips have been stuck using messy spreadsheets, countless emails, and complicated payment methods. WeTravel is changing that. We build the tools that empower any entrepreneur to launch and grow their own travel business. Our platform makes it simple for organizers to create beautiful trip proposals, securely process payments, and manage their customers, so they can focus on what they do best: creating amazing experiences. This is one of the last great frontiers of travel to come online, and as the category leader, we are at the forefront of this change. Last year alone, our platform was trusted by 8,000 organizers to lead over a million travelers on adventures in 150+ countries. Now, we’re on an exciting journey to grow from powering $1B to $10B in travel experiences per year. We believe that every trip, when done right, can be a force for good - and we’re building the engine to make more of that possible. How We Work The Payments Operations team is an integral part of WeTravel’s strategic growth plans. Team members have extensive experience in payment, risk and compliance, and are based remotely in Europe, Latin America and the US. You will manage the day-to-day operations of the team, and lead process improvements to enable the team to work more efficiently and drive customer satisfaction and retention. This is a cross-functional role, where you will collaborate with internal teams such as Compliance Ops, Customer Support, Account Management, Sales, Product and Business Intelligence, and with our external payment partners.

Requirements

5+ years of experience in payments, risk or compliance operations in SaaS, marketplaces/platforms, eCommerce, online gaming/gambling, fintechs, payment processing, of which at least 2 years are in direct people management
Advanced proficiency in both English and Spanish (C1 or higher) , both written and verbal, with the ability to communicate clearly with customers, internal teams and external partners.
Strong troubleshooting and problem-solving skills, to manage customer escalations and improve internal processes
Experience working with payment services providers
Familiarity with data analysis and visualisation; you like working in Excel and have used tools like Looker, Tableau, PowerBI to extract insights for internal teams and customers
High self-motivation, with an ability to lead initiatives cross-functionally and cross-geographically, and you are comfortable with ambiguity
A drive for continuous improvement, optimization of processes and upskilling of team members
Empathy, patience and passion to help our team members and our customers to succeed. You are comfortable contacting customers directly (via chat, email or phone/video call) when it is necessary to resolve complex escalations, and have experience working with Customer Support teams (e.g. ticket triaging, shared projects)

Nice To Haves

Experience with risk management tools

Responsibilities

Manage the payment operations team: allocate tasks, hold regular 1:1s, track operational metrics, oversee projects and periodic tasks such as 1099-k filings
Handle critical payment escalations from customers, ensuring timely resolution and effective communication with customers, internal teams and external partners
Collaborate with our Payment Service Providers to ensure seamless service to our customers and their clients
Conduct periodic reviews to ensure adherence to risk and compliance measures, and recommend improvements
Lead process improvements internally and with PSPs to drive efficiency and customer satisfaction
Be available on an occasional basis outside of standard working hours, including weekends, to address urgent payment-related matters or time-sensitive escalations

Benefits

Your health matters – US team members get 100% employer-covered HDHP medical, DHMO dental, and standard vision coverages or a choice of plans that suit your needs.
Employer-sponsored 401(k) plan with a 2% company match to support your long-term financial goals.
Generous "Time to Recharge" policy — enjoy unlimited paid time off to rest, recharge, and show up as your best self
Amsterdam Program – visit us in Amsterdam (HQ) for 2-4 weeks every year, staying in one of our WeTravel apartments
Work remotely for a maximum of 4 weeks per calendar year
Annual team off-site (often somewhere sunny 🌊).
Extensive paid family leave
Three paid volunteer days per year — take time to give back to causes you care about, on us
2-week cross-functional onboarding program
Cutting-edge equipment and tools to set you up for success.
Coverage for certain work-from-home (WFH) equipment.
Join an international, travel-loving team with a passion for adventure and innovation