Payment Operations Analyst

Gusto•San Francisco, NY

3d•Hybrid

About The Position

Gusto's Payment Operations team is at the heart of the company's Money team, a cross-functional group that powers money movement across various products like core payroll, contractor payments, and international money movement. As a Payment Operations Analyst, you will be responsible for end-to-end payment workflows, resolving exceptions, and improving system reliability and efficiency. This role requires someone who can handle both individual transaction investigations and large-scale payment outage responses with equal rigor. You will collaborate with Engineering, Product, Accounting, Risk, and CX, and build relationships with Gusto's bank and payment partners. The role involves driving issues to resolution when they arise.

Requirements

3+ years of experience in payment operations, banking operations, treasury operations, or a related role at a fintech or financial institution.
Working knowledge of domestic payment rails (ACH/Nacha, wires, RTP) and/or international money movement (cross-border transfers, FX, global disbursement networks).
Strong analytical instincts; ability to look for patterns and query or structure data to find them (SQL a plus but not required).
Experience working with bank portals, payment processors, or reconciliation tools.
Ability to communicate clearly with both operational and technical counterparts.
Comfortable working in ambiguity and taking ownership without waiting for perfect information.
Eagerness to build AI into how you work and commitment to developing AI fluency.

Nice To Haves

Experience across both domestic and international payment rails.
Knowledge of relevant compliance frameworks (Nacha operating rules, unclaimed property, money transmission).

Responsibilities

Support the payment lifecycle end-to-end.
Own the operational layer of specific payment workflows, including ACH processing, exception handling, refunds, collection re-debits, and reconciliation.
Investigate, escalate, and resolve payment issues, and push to fix root causes when patterns are identified.
Contribute to product specifications, identify operational pain points, define requirements, and participate in product launches.
Mine customer and CX feedback to identify friction in payment flows and bring insights to operational and product conversations.
Connect dots across payment rails, partners, reconciliation, compliance, and customer experience to understand issue ripple effects.
Work directly with Gusto's domestic and international bank and payment partners to triage issues, resolve escalations, and maintain strong working relationships.
Utilize AI as a work partner for analysis, communication drafting, data synthesis, and automation.