Manager, Payment Operations

Brex•Salt Lake, UT

3d•Hybrid

About The Position

Brex is seeking a Manager, Payment Operations to lead a team responsible for account servicing, including money application, billing changes, auto-pay management, vendor onboarding, credit reporting, account closures, and points management. This role is crucial for ensuring the smooth operation of Brex's Intelligent Finance Platform, focusing on maintaining SLAs and accuracy while driving automation. The Operations team at Brex is responsible for credit, fraud, money movement, and payments, operating at the intersection of product, design, engineering, and customer success.

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, reducing handle time, backlog, or error rates.
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.
Strong 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 financial adjustments.
Serve as the escalation path for complex cases, collaborating with Legal, Compliance, Collections, 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 a focus on accuracy and auditability.
Process billing changes such as due date changes, billing frequency changes, payment extensions, and grace period requests.
Manage auto-pay exceptions, micro-deposit verifications, and funding source changes.
Facilitate vendor onboarding by setting up Brex as a payee in customer portals.
Oversee monthly credit bureau submissions and manage end-to-end disputes.
Handle customer-initiated, legal, and Terms-of-Service account closures, including final balance settlement.
Manage points debits and rewards grants, including audits and partner referral grants.