Payments Operational Manager
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Job Description
Payments Operational Manager overseeing payment operations for Lightspeed, ensuring efficient merchant onboarding, transaction flow, and risk management.
Responsibilities:
- Own day-to-day payment operations, including transaction monitoring, exception handling, and issue escalation for in-person and card-not-present payments across the platform.
- Manage and optimize merchant onboarding workflows (KYC/KYB, underwriting, approvals, declines) in a PayFac or PayFac-as-a-Service operating model.
- Oversee settlement, funding, and reconciliation processes, partnering with Finance and Accounting to ensure timely, accurate payouts to dealers and alignment with financial reporting.
- Develop, document, and continuously improve standard operating procedures (SOPs), SLAs, and playbooks that support scalable, high-quality payments operations.
- Monitor operational health at the client, region, and system-wide levels, proactively identifying anomalies, incidents, and trends that impact dealers or end customers.
- Lead triage, escalation, and resolution of operational issues, coordinating across internal teams and external partners to restore service and communicate clearly with stakeholders.
- Establish and maintain dashboards and reporting for key operational and commercial metrics, including authorization rates, funding timelines, exception volumes, chargebacks, and SLA adherence.
- Own the definition, tracking, and reporting of performance criteria for the payments business: margin achievement, revenue, growth, and retention.
- Prepare and present regular performance updates (weekly/monthly/quarterly) for the executive and senior leadership teams, highlighting trends, risks, and recommended actions.
- Collaborate with Risk and Compliance to maintain controls for fraud monitoring, disputes, and regulatory requirements (PCI-DSS, KYC/KYB, AML).
- Partner with cross-functional teams to turn operational and financial insights into product and process improvements that drive margin expansion, adoption, and reduced churn.
- Support training and enablement for internal teams on payments processes, tools, and best practices.
Requirements:
- Bachelor’s degree in business, finance, operations, or a related field.
- 4+ years of experience in payments operations, merchant acquiring, PayFac/PayFac-as-a-Service, fintech, or card processing operations.
- Strong understanding of payment processing flows (authorization, capture, settlement, refunds, chargebacks) for both in-person and online/card-not-present transactions.
- Familiarity with PCI-DSS, KYC/KYB, AML, and related regulatory and compliance requirements in payments.
- Demonstrated ability to build, document, and improve operational processes in a scaling or high-growth environment.
- Strong analytical and reporting skills, with a track record of owning and improving metrics tied to margin, revenue, growth, and retention.
- Excellent communication and cross-functional collaboration skills, with experience partnering closely with Product, Engineering, Finance, Risk, and Customer Support.
Benefits:
- Pay transparency
- Opportunities for professional development
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