Senior Manager, Billing and Payment Operations

Responsible for Billing and Payment Operations - this role manages delivery of a simple and versatile payment experience for customers, effective internal tooling and operations, optimizing global payment processing, and mitigating risk for all constituents. This role will report to the Sr. Director, Operations and be responsible for managing payments in the US, and a small number of international markets.

Responsibilities

Manage delivery of a simple and versatile payment experience for customers, effective internal tooling and operations, optimizing global payment processing, and mitigating risk for all constituents; Collaborate on and actively contribute to the development and delivery of Rocket Lawyer’s overall billing, payment processing and payment risk management roadmap; Constantly analyze KPIs and operating trends to ensure payment processing and billing operations are in a state of good health; Serve as the business subject matter expert and point-of-contact for all billing related incidents; Maintain expert-level understanding of end-to-end billing and payment operations processes and tooling; Partner with Product and Engineering leadership to evaluate, select, and implement new billing and payment options; Ensure Rocket Lawyer uses current risk management solutions to mitigate compliance, security, fraud, and operational risks; Lead all efforts related to chargeback prevention and response; Define and deliver regular, meaningful data analysis and insights; Own and maintain all payment, billing and RM vendor relationships; Effectively lead a small but high-performing Payment Operations team

Requirements

8-10 years in payments at a SaaS or subscription-based e-commerce business; Expert-level understanding of credit/debit card processing and intimate familiarity with all facets of the payment card processing ecosystem; Experience with Stripe is essential; Demonstrated track record developing and managing high-performing teams with excellent morale; Proven history of effective cross-functional partnership and collaboration with key stakeholders, peers and other internal constituents; Ability to confidently and effectively communicate critical information to all levels of the organization; Deep understanding of payment settlement and reconciliation processes; Proven ability to optimize payment success while managing risk and minimizing chargebacks

Nice to have

Alternative payment method experience; Expertise in regional (US, UK, EU, BR) payment systems and trends; Proven track record as a self-starter who can also manage a small team and work cross-functionally to drive projects to completion; Knowledge of relevant federal and state regulations and card industry rules; Bachelor's degree

Benefits

Comprehensive health plans (Medical, Dental and Vision insurance for full-time employees); Unlimited PTO; Competitive salary packages; Life insurance; Disability benefits; Supplemental Optional Life Insurance Benefits; FSA Options Optional; HSA with Company Match; 401k program with Company Match; Wellhub & ClassPass fitness platforms; Comprehensive Pet Insurance options; Financial Wellbeing & Student Loan Program access; Access to additional Mental Health & Wellbeing resources; Pre-tax Commuter/Transit Benefits; Free Rocket Lawyer account with online access to an extensive legal documents library and brilliant licensed attorneys at discounted rates