Payment Channel Operations Lead - USDS

Responsibilities

Team Intro:
The Business Operations Channel Team is responsible for ensuring that our channel partner payment processing is resilient, stable, and scalable. We provide strategic operational support that keeps our payment operations and funds flow running smoothly as well as supporting new business launches, channel and banking inquiries and incident resolution.

In this strategic IC role, you will be responsible for supporting multiple critical channel partners/payment service providers and banking partners. You will work closely with multiple XFN teams including Channel PMs and Engineers, Treasury, Legal, Compliance and Customer Experience. You will oversee channel traffic, report and resolve incidents, support channel related inquiries and partner closely with teams to launch new business lines and accounts. This is a dynamic role where you will actively navigate between external partner portals, internal engineering systems, and compliance workflows to implement and support reliable payment solutions.

Responsibilities:
- Serve as primary point of contact for critical PSP and banking channels, handling incidents, account openings, due diligence requests and all other inquiries.
- Lead investigations with Treasury, Solution and Tech teams to resolve escalated incidents such as stuck transactions between channel and internal platforms (ie. Refunds, payouts, etc).
- Manage the end-to-end lifecycle of opening and maintaining PSP and channel bank accounts for the US region, including driving all external channel coordination, internal approvals, configurations and testing.
- Monitor channel health and transaction success rates to proactively identify and resolve routing anomalies.
- Facilitate and deliver timely complex Due Diligence Questionnaires (DDQs), RFIs and KYC/KYB reviews required by external partners/banks by partnering closely with Legal, Compliance, Business Line leaders and other XFN partners.
- Collaborate with Product and R&D teams to define operational requirements for new business lines, payment methods and channel integrations and technical optimizations.
- Partner with Treasury to resolve escalated issues via Oncall support and align closely with funding and settlement strategy between channel and banking partners.
- Partner with Business Development teams and Channel PM/Engineering teams to ensure consistent channel communication, strategy and effective future planning and issue resolution.

Qualifications

Minimum Qualifications:
- 3+ years of direct experience working within payment institutions, card networks, banks, or payment service providers/channels.
- Proven track record with high volume businesses such as e-commerce or similar environments managing complex payment flows and merchant-side operations.
- Strong understanding of the treasury functions including funding, settlement, reconciliation, funds flow, etc.
- Familiarity with reviewing and managing partner agreements, including SLAs, fee structures, and operational obligations.
- Professional history of resolving complex payment issues, ranging from technical API failures to manual reconciliation of "lost" funds.
- Deep familiarity with the KYC/KYB lifecycle and the specific documentation requirements of global financial institutions for DDQs, RFIs and other regulatory inquiries.
- Resilience in fast-paced troubleshooting scenarios involving multiple external stakeholders and internal executives.

As a condition of employment, all successful candidates must be able to establish authorization to work in the United States. For this position, the Company does not provide sponsorship or any immigration-related benefits.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $88000 - $202667 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;