Payments Operations Analyst

Passport Labs, Inc.

About The Position

The Operations Analyst is an advanced individual contributor role responsible for executing, analyzing, and improving operational workflows that support Passport customers and internal teams. While this role maintains a primary focus on payment operations, it is designed to support broader operational initiatives across Passport as business needs evolve. This position combines hands-on operational execution with analytical ownership and continuous process improvement. The Operations Analyst operates with strong attention to detail, curiosity, and organizational discipline, while partnering with cross functional teams to improve accuracy, efficiency, and customer outcomes. This role is centered around three primary areas of responsibility: ensuring accurate and timely customer funding operations, delivering high quality customer support through strong product and service proficiency, and supporting customer implementations with a structured quality assurance mindset. ABOUT YOU: YOU ARE ANALYTICAL, DETAIL ORIENTED, AND HIGHLY ORGANIZED IN YOUR APPROACH TO OPERATIONAL WORK. YOU ARE NATURALLY CURIOUS AND COMFORTABLE LEARNING COMPLEX SYSTEMS, WORKFLOWS, AND REGULATORY CONCEPTS. YOU TAKE PRIDE IN CREATING CLARITY, STRUCTURE, AND EFFICIENCY WITHIN FAST MOVING ENVIRONMENTS. YOU HAVE EXPERIENCE FOLLOWING OPERATIONAL PROCEDURES AND CONTRIBUTING TO THEIR IMPROVEMENT THROUGH DOCUMENTATION, TESTING, AND REFINEMENT. YOU ARE COMFORTABLE USING ENTERPRISE TICKETING SYSTEMS TO TRACK WORK AND COMMUNICATE WITH STAKEHOLDERS. YOU ACTIVELY EXPLORE AND LEVERAGE AI AND AUTOMATION TOOLS TO IMPROVE PRODUCTIVITY AND WORKFLOW QUALITY. YOU WORK WELL WITHIN TEAMS, COMMUNICATE CLEARLY, AND TAKE OWNERSHIP OF OUTCOMES THAT DIRECTLY IMPACT CUSTOMERS AND BUSINESS OPERATIONS.

Requirements

Experience in payments, banking, financial services, government technology, or transaction driven industries preferred
Strong analytical and problem solving skills
Experience supporting or improving operational workflows
Proficiency with enterprise ticketing or work tracking systems
Ability to learn and navigate complex operational and financial processes
Proficiency with productivity tools such as G Suite or equivalent platforms
Minimum three to five years of experience in an operational or transaction driven role
Bachelor’s degree preferred or equivalent combination of education and experience

Responsibilities

Execute and monitor daily and monthly customer payouts across Passport payment products
Ensure settlement activity is accurate, timely, and fully reconciled, proactively identifying discrepancies and coordinating resolution efforts
Analyze funding workflows to identify inefficiencies, recurring issues, or operational risks and recommend improvements
Collaborate with payment processors, banking partners, and internal teams to resolve settlement or funding related inquiries
Develop, maintain, and refine standard operating procedures related to settlement, reconciliation, and funding workflows
Support internal audits, compliance reviews, and operational controls related to customer fund movement
SUPPORT ONBOARDING AND CONFIGURATION ACTIVITIES FOR NEW PASSPORT CUSTOMERS, WITH EMPHASIS ON PAYMENT RELATED SERVICES
PERFORM DOCUMENTED QUALITY ASSURANCE CHECKS TO VALIDATE CUSTOMER SETUP AND ENSURE OPERATIONAL READINESS
CONFIRM CONFIGURATIONS ALIGN WITH UNDERWRITING, RISK, AND COMPLIANCE EXPECTATIONS
PARTNER WITH INTERNAL TEAMS TO COORDINATE SMOOTH CUSTOMER LAUNCHES AND EARLY LIFECYCLE VALIDATION
DOCUMENT IMPLEMENTATION WORKFLOWS AND CONTRIBUTE TO ONGOING REFINEMENT OF ONBOARDING PROCEDURES AND OPERATIONAL PLAYBOOKS
Participate in the development and refinement of standard operating procedures across operational workflows
Leverage reporting tools, data analysis, and AI enabled workflow tools to improve efficiency and accuracy
Identify opportunities for automation, tooling enhancements, and process simplification
Maintain strong organizational practices to ensure work is documented, traceable, and consistently communicated
Contribute to team collaboration, knowledge sharing, and operational consistency across business units