Senior Manager, Virtual Card Operations

BILL•San Jose, CA

About The Position

Innovate with purpose At BILL, we believe in empowering the businesses that drive our economy. By replacing outdated financial processes with innovative tools, we help businesses—from startups to established brands—make smarter decisions and gain control of their operations. And we don’t stop there: we’re creating the future of financial automation so businesses can spend more time on what matters. Working here means you become part of a vision-driven team that’s ready to tackle challenges and build cutting-edge solutions. We value purpose, drive, and curiosity—and we thrive in a fast-paced, ever-changing environment. Whether in one of our offices in San Jose, CA, Draper, UT, or working remotely, BILLders collaborate to deliver real impact for businesses that need more time in their busy weeks. BILL builds high performing teams and we seek to hire the best talent for every role. We're committed to building a workplace that fosters inclusion and diverse perspectives, valuing each person’s unique skills and experiences. We’d love to hear from you—you might be just what we’re looking for, whether in this role or another. ✨ Let’s give businesses more time for what matters. Do the best work of your career as a champion for small and mid-size businesses. BILL is a leader in financial automation software for small and midsize businesses (SMBs). As a champion of SMBs, we are dedicated to automating the future of finance so businesses can thrive. Hundreds of thousands of businesses trust BILL solutions to manage financial workflows, including payables, receivables, and spend and expense management. With BILL, businesses are connected to a network of millions of members, so they can pay or get paid faster. Through our automated solutions, we help SMBs simplify and control their finances, so they can confidently manage their businesses, and succeed on their terms. BILL is a trusted partner of leading U.S. financial institutions, accounting firms, and accounting software providers. We have operations in San Jose, CA, Draper, UT, and are continuing to expand into other geographic locations. If you’re looking for a place that helps you do the best work of your career, look no further than BILL. Make your impact within a rapidly growing Fintech Company. We are looking for a Virtual Card Operations Senior Manager to lead Bill’s Payment Delivery team. This dynamic leader will oversee a team ensuring the successful delivery and processing of virtual card payments. They will be accountable for use of best practices, continuous improvement, motivating the team and providing feedback, and ensuring payment delivery operations run efficiently. They will own business KPIs while driving positive outcomes for the business and our customers. They will serve as a Subject Matter Expert, and assist with customer escalations. The ideal candidate has extensive payment operations expertise and experience in operational excellence/process improvement. They use first principles and data to solve problems and refine workflows. They love to challenge the team, surpass expectations, and deliver durable improvements.They thrive on having a north star metric to evaluate their performance and contributions.

Requirements

Subject matter expertise in virtual card payments
Experience managing high performing teams while delivering outcomes that exceed expectations.
Experience managing through change
A history of delivering results, including meeting & exceeding north star KPIs.
Experience designing best practice workflows that create operational efficiency and enable teams for success and scale
Excellent organizational and time management skills - the candidate must have the ability to prioritize and balance multiple tasks simultaneously in a fast paced, cross-functional environment
Passion for research and investigation of payment delivery and customer experience issues with a tenacity for uncovering the root cause of any issue, and using that information to drive operational improvements
Experience persuading and partnering with cross functional teams
Excellent communication skills with the ability to cater communication to the appropriate level and partner
Experience thoroughly documenting best practices in knowledge management system(s).
Experience with Google Suite
Bachelor’s Degree or the equivalent combination of four years of education, training, or work-related experience

Responsibilities

Subject Matter Expertise: Serve as the primary Subject Matter Expert (SME) in virtual card payments to define strategies and plans that deliver value against company objectives.
Performance Leadership: Lead and coordinate a high-performing team to deliver on complex projects that meet and exceed defined North Star KPIs.
Workflow Design & Scalability: Design best-practice workflows and operational flows that create efficiency, remove obstacles, and enable the business to scale.
Operational Excellence : Identify and execute opportunities for payments process improvement, driving operational excellence through the development of new approaches and tools.
Root Cause Investigation: Research and investigate payment delivery and customer experience issues with tenacity for uncovering root causes to drive business transformation.
Data-Driven Insights: Define, analyze, and present success metrics at all stages of the product lifecycle to provide the business with actionable insights and quantified results.
Cross-Functional Partnership: Persuade cross-functional teams—including Engineering, UX, Legal, Finance, and Compliance—to align on and execute strategic initiatives.
Change Management : Manage through organizational change by creating and executing communication plans that advocate for improved processes to all stakeholder audiences, including executive leadership.
Organizational Execution: Utilize excellent organizational and time management skills to prioritize and balance multiple tasks simultaneously in a fast-paced environment.