Technical Operations Manager
About The Position
The Technical Operations Manager is a hands-on individual contributor responsible for ensuring the reliability, accuracy, and successful execution of payments across Choice Digital’s platform. The role investigates and resolves payment failures, troubleshoots technical configurations, and develops solutions to improve payment processing and operational efficiency. It requires independently analyzing transaction data, querying databases, writing scripts to correct issues, and safely reprocessing payments from initial investigation through resolution, while identifying ways to prevent recurrence. The position serves as a technical liaison between Payment Operations, Account Management, Customer Support, Product, and Engineering. It translates operational challenges into actionable technical solutions and reduces reliance on Engineering for routine troubleshooting and payment reprocessing. This is a full-time, in-office position.
Requirements
- At least 3 years of experience in technical operations, application support, systems engineering, payment technology, or a related technical role.
- Hands-on experience writing and executing scripts using Python, JavaScript, or similar programming languages.
- Strong SQL skills and experience querying databases to investigate technical issues.
- Experience troubleshooting APIs, integrations, system logs, and transaction processing workflows.
- Ability to independently diagnose technical issues, identify root causes, and implement solutions.
- Experience managing technical support tickets, incident investigations, and coordinating resolutions.
- Strong analytical and problem-solving skills, with curiosity about how systems work.
- Ability to understand complex technical processes and communicate findings clearly to nontechnical stakeholders.
- Strong organizational skills and follow-through, including the ability to manage multiple issues and competing priorities.
- Exceptional attention to detail and commitment to accuracy, particularly with financial transactions.
Nice To Haves
- Experience in fintech, payment processing, banking, or financial technology.
- Familiarity with ACH, prepaid cards, checks, and digital disbursement processing.
- Experience developing scripts or automation to retry, repair, or reprocess failed transactions.
- Knowledge of REST APIs, JSON, webhooks, SFTP, and batch processing.
- Experience with transaction reconciliation, payment exception management, and financial data analysis.
- Familiarity working with Xano.
- Experience supporting production systems where reliability, accuracy, and timely issue resolution are critical.
Responsibilities
- Monitor payment processing activity for failed payments, transaction errors, and processing exceptions.
- Investigate payment failures and identify underlying technical, configuration, integration, or data-related causes.
- Analyze transaction logs, API responses, database records, and system behavior to determine root causes.
- Write and execute scripts to correct payment issues, retry transactions, and reprocess failed payments using approved tools and procedures.
- Develop repeatable solutions for common payment failures, validate processing outcomes, and recommend permanent fixes for recurring issues.
- Apply appropriate controls during reprocessing to prevent duplicate payments or unintended transactions.
- Investigate and resolve technical configuration issues affecting payment processing and execution.
- Troubleshoot API integrations, batch files, data transformations, and system-level processing errors.
- Review and validate configurations for payment methods, client accounts, and transaction workflows.
- Partner with Engineering when issues require application code changes or broader infrastructure improvements.
- Support technical testing and validation of fixes, configuration changes, and system enhancements.
- Serve as the primary technical escalation point for Payment Operations and own related support tickets.
- Coordinate cross-functional resolution of complex issues and translate operational problems into technical findings, requirements, and actionable solutions.
- Document root causes, corrective actions, and repeatable troubleshooting procedures.
- Prioritize technical issues according to payment impact, client urgency, and operational risk.
- Develop scripts, lightweight automation, tools, and queries to improve payment monitoring, exception handling, reprocessing, and visibility into transaction failures and processing performance.
- Identify manual processes to automate or simplify and collaborate with Product and Engineering on scalable solutions.
- Improve operational controls, technical documentation, troubleshooting workflows, and repeatable technical playbooks.
Benefits
- Annual bonus linked to company success and personal performance.
- Equity offerings through stock options.
- 401(k) retirement savings match up to 4%.
- Flexible PTO policy.
- Company-paid holidays.
- Medical, dental, vision, and life insurance.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
