Manager, Payment Operations

Brex•San Francisco, CA

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 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 position is based in the San Francisco office, operating in a hybrid environment with a minimum of three days in the office per week and offering up to four weeks of fully remote work per year.

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 controls like reconciliation, QA sampling, maker-checker review, and audit trails.
A track record of quantifiable process improvement, reducing handle time, backlog, or error rates in manual workflows.
Experience as an operational counterpart to Product and Engineering, including writing requirements, aligning on priority, testing builds, and identifying edge cases.
Data fluency, with the 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, particularly with points liability, audits, true-ups, and clawbacks.
Experience configuring a company as a vendor or payee in AP and procurement platforms (e.g., Bill.com, Tipalti, Coupa).
Experience absorbing workflows from another team without an SLA dip.
Familiarity with support and ops tooling (e.g., Salesforce, Retool).
Experience with low-code workflow automation (e.g., 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, Treasury, Finance, Deal Desk, and CX.
Own the automation roadmap for the team, identifying opportunities, defining requirements, and validating solutions.
Manage payment application and wires, including unmatched, partial, and misapplied payments.
Support the expansion of wire coverage for new corridors and use cases.
Handle statement adjustments, refunds, and offline collections with high accuracy and auditability.
Manage billing changes such as due date changes, billing frequency, payment extensions, and grace period requests.
Oversee auto-pay management, including manual pay exceptions, micro-deposit verifications, and funding source changes.
Manage vendor onboarding to ensure Brex is set up correctly in customer AP and procurement portals.
Oversee credit reporting, including monthly bureau submissions and dispute management.
Manage account closures, including final balance settlement and rewards true-up.
Handle points debits and rewards grants, including audits and partner referral grants.
Partner with Product and Engineering to reduce average handle time and retire manual queues through automation.