Manager, Payment Operations

Brex•Seattle, WA

3d•Hybrid

About The Position

Brex is seeking a Manager, Payment Operations to lead a team responsible for account servicing after an account is live. This includes managing money applied against statement balances, billing terms, auto-pay, points debits and grants, credit performance reporting, and account closures. The role involves inheriting a team with subject-matter expertise, managing in-flight migrations, and identifying automation opportunities to reduce manual work while maintaining SLAs and accuracy. The manager will oversee payment application and wires, statement adjustments, billing changes, auto-pay management, vendor onboarding, credit reporting, account closures, and points debits/rewards grants. A key focus will be partnering with Product and Engineering to drive automation and reduce average handle time.

Requirements

5+ years in financial services or fintech operations.
2+ years managing people directly, including hiring, performance management, and development.
Hands-on ownership of a servicing, billing, payment, or credit operations queue with experience in reconciliation, QA sampling, maker-checker review, and audit trails.
A track record of quantifiable process improvement (reduced handle time, backlog, or error rate).
Experience as an operational counterpart to Product and Engineering, including writing requirements, aligning on priority, testing builds, and identifying edge cases.
Data fluency: ability to pull, build, and defend numbers using SQL, spreadsheets, or BI tooling.
Sound judgment under ambiguity and the discipline to escalate appropriately.
Strong written communication skills for SOPs, escalation summaries, and cross-functional updates.

Nice To Haves

Direct credit bureau furnisher experience (Metro 2 reporting, e-OSCAR, FCRA dispute handling, data quality remediation).
Commercial card, charge card, or business lending servicing background.
Working knowledge of wire and ACH mechanics, exception handling, return codes, micro-deposit verification, and misapplied payment research.
Rewards or loyalty operations experience (points liability, audits, true-ups, clawbacks).
Experience configuring vendors/payees in AP and procurement platforms (bill.com, Tipalti, Coupa, etc.).
Experience absorbing workflows from another team without an SLA dip.
Familiarity with support and ops tooling (Salesforce, Retool).
Experience with low-code workflow automation (Retool, Zapier, Backoffice).

Responsibilities

Coach and develop a team of servicing specialists, building redundancy in expertise.
Set and defend SLAs, quality bars, and capacity models across diverse workflows.
Define operational reporting cadences and measures for staffing and prioritization.
Write and maintain SOPs, QA sampling, and maker-checker controls for accuracy and auditability.
Serve as the escalation path for critical cases, collaborating with Legal, Compliance, Collections, Treasury, Finance, Deal Desk, and CX.
Own the automation roadmap for the team, identifying opportunities, quantifying impact, defining requirements, and validating solutions.
Manage payment application and wires, including unmatched, partial, and misapplied payments.
Oversee statement adjustments, refunds, and offline collections.
Handle billing changes such as due date changes, billing frequency, payment extensions, and grace period requests.
Manage auto-pay exceptions, micro-deposit verifications, and funding source changes.
Facilitate vendor onboarding to ensure timely invoice processing.
Oversee monthly credit bureau submissions and dispute management.
Manage customer-initiated, legal, and Terms-of-Service account closures.
Handle points debits, merchant categorization changes, audits, and partner referral grants.