Payments & Risk Operations Manager

📋 Description

• Own day-to-day customer support across eCommerce.
• Own payments risk operations and monitor fraud and chargebacks.
• Create and maintain the playbook with workflows, macros, and SLAs.
• Manage the payment platform relationship (billing, disputes, refunds, reconciliation).
• Oversee outsourced operations for surge/overflow capacity and documentation.
• Escalate appropriately to Product, Engineering, Finance, or leadership.

🎯 Requirements

• 3-7 years in payments operations, risk, fraud, billing, or customer ops for high-volume products.
• Experience with payments risk, disputes, and transaction monitoring in a consumer/subscription
• Hands-on experience with support tickets; not just team management.
• Experience with payments/billing platforms (Stripe strongly preferred).
• Experience coordinating with a BPO/outsourced vendor via KPIs is a plus.
• Cross-functional collaboration with Product and Engineering; data-informed feedback.

🎁 Benefits