Manager, Payment Operations
Brex · Salt Lake City, UT · 3 wk ago
Hybrid$106k–$132k/yrFull-time
We need to output HTML fragment with sections: About the role? The posting includes "Why join us" description, then "Operations" description, then "What You’ll Do", then "Where you’ll work", then "Responsibilities", then "Requirements", then "Bonus points", then "Compensation". Also maybe "Benefits"? Not present. Pay is present: salary range. Schedule: location and hybrid schedule.
We must not repeat job title. Use for section headings. Use
for section headings. Use - for any list of duties/requirements/benefits. Use
for prose.
We need to preserve all substantive info, remove boilerplate: cookie/navigation/legal/EEO etc. There's a note about job-seekers may be at risk of targeting... that's legal boilerplate; should be removed. Also "Brex LLC is a wholly owned subsidiary of Capital One, N.A." maybe not boilerplate but could be considered meta; but it's factual about company; maybe keep? It's not a heading; but it's not essential? It's not about role; but it's still info about company. The instruction: remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate. The note about malicious actors is scam-warning; remove. The subsidiary line maybe not required but could stay; but it's not about role; but it's not prohibited. I'd keep it as part of "About the role" maybe.
We need sections only when posting has real specific content. So we will have sections: About the role (maybe combine "Why join us" and "Operations" description). Responsibilities (list). Requirements (list). Bonus points (maybe as part of Requirements? Could be separate "Preferred qualifications" but we can treat as "Preferred qualifications" but heading must be from list: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. The list includes Qualifications, Skills, Benefits, Pay, Schedule. We can use "Qualifications" for requirements, "Skills" for bonus points? Or we can keep "Requirements" and "Preferred qualifications" not allowed heading. Better to map: Requirements (mandatory), Bonus points could go under "Skills" or "Qualifications". Since we have "Skills" heading allowed, we can put bonus points there. Pay heading for salary range. Schedule heading for location/hybrid.
We also have "Where you’ll work" which is location/hybrid; that fits Schedule.
We have "What You’ll Do" which is responsibilities.
We have "Responsibilities" later which is a list; we can combine with What You’ll Do? The posting has both a narrative "What You’ll Do" and then a separate "Responsibilities" list. We should preserve both; we can merge into Responsibilities section with list items derived from both. But we must not lose any detail. So we can create Responsibilities section with
- items covering all bullet points from both sections.
Let's extract details:
From "What You’ll Do" paragraph: list of duties:
- Account Servicing owns what happens to a Brex account after it's live: money applied against statement balances, billing terms changed, auto-pay kept working, points debited and granted, credit performance reported to the bureaus, and accounts closed cleanly.
- You'll inherit a team with deep subject-matter expertise in specific queues, a set of in-flight migrations from other teams, and a real automation opportunity across the highest-volume work.
- The mandate is to hold the SLA and accuracy bar while systematically shrinking the manual surface area in a quickly growing environment.
- Payment application and wires. Wires applied against statement balances, including unmatched, partial, and misapplied payments. Support the expansion of wire coverage as we open up new corridors and use cases.
- Statement adjustments. Refunds and offline collections (manual balance adjustments), with the controls that keep adjustment accuracy high and every entry defensible in an audit.
- Billing changes. Due date changes, billing frequency changes, payment extensions, and grace period requests in close partnership with GTM, Credit, and Deal Desk teams.
- Auto-pay management. Manual pay exceptions, penny-pull (micro-deposit) verifications, and funding source changes.
- Vendor onboarding. Getting Brex set up correctly as a payee inside customers' third-party AP and procurement portals so invoices route, approve, and pay on time.
- Credit reporting. The monthly bureau submissions, plus end-to-end disputes management at the accuracy and timeliness standard regulation requires.
- Account closures. Customer-initiated, legal, and Terms-of-Service closures, including final balance settlement and rewards true-up.
- This is a newly transitioned part of the portfolio and will have operational process development needs from day 1.
- Points debits and rewards grants. Points debiting, merchant categorization changes, audits and true-ups, and non-automated partner referral grants.
- Automation and migration. Partner with Product and Engineering to cut average handle time and retire manual queues.
Then "Where you’ll work": This role will be based in our Salt Lake City office. Hybrid environment, minimum three coordinated days in the office per week, Monday, Wednesday and Thursday. Up to four weeks per year of fully remote work.
Then "Responsibilities" list:
- Coach, and develop a team of servicing specialists. Where a queue currently depends on one person's expertise, build redundancy so it doesn't.
- Set and defend SLAs, quality bars, and capacity models across workflows that behave very differently from one another.
- Define your own operational reporting cadences and measures to make staffing and prioritization decisions.
- Write and maintain the SOPs, QA sampling, and maker-checker controls that keep financial adjustments accurate and auditable.
- Be the escalation path for high-dollar, time-critical, and legally sensitive cases, working directly with Legal, Compliance, Collections, Treasury, Finance, Deal Desk, and CX.
- Own the automation roadmap for the team: find the candidates, quantify the case, spec the requirements, validate the before-and-after, and hold the line on the edge cases that automation tends to break on.
Then "Requirements":
- 5+ years in financial services or fintech operations, including 2+ years managing people directly; hiring, performance management, and development.
- Hands-on ownership of a servicing, billing, payment, or credit operations queue where errors move real money, plus the controls experience that comes with it: reconciliation, QA sampling, maker-checker review, audit trails.
- A track record of process improvement you can quantify. You've taken a manual, high-touch workflow and measurably reduced handle time, backlog, or error rate.
- Experience being the operational counterpart to Product and Engineering: writing requirements, aligning on priority, testing builds, and catching what the spec missed.
- Data fluency. You can pull, build, and defend your own numbers in SQL, spreadsheets, or BI tooling.
- Sound judgment under ambiguity and the discipline to escalate the right things. This team handles legal closures, bureau disputes, and balance adjustments where the wrong call has financial or regulatory consequences.
- Strong written communication. SOPs, escalation summaries, and cross-functional updates are a meaningful share of the work.
- A well-defined point of view on where AI can and should be applied in scaled operations
Then "Bonus points":
- Direct credit bureau furnisher experience: Metro 2 reporting, e-OSCAR, FCRA dispute handling, or data quality remediation.
- Commercial card, charge card, or business lending servicing background, as distinct from consumer.
- Working knowledge of wire and ACH (push and pull) mechanics, exception handling, return codes, micro-deposit verification, misapplied payment research.
- Rewards or loyalty operations experience, especially points liability, audits, true-ups, and clawbacks.
- Experience configuring a company as a vendor or payee in AP and procurement platforms (bill.com, Tipalti, Coupa, etc.).
- Experience absorbing workflows from another team without an SLA dip.
- Familiarity with support and ops tooling (Salesforce, Retool) and low-code workflow automation (Retool, Zapier, Backoffice)
Then "Compensation":
- The expected salary range for this role is $105,600 - $132,000. However, the starting base pay will depend on a number of factors including the candidate’s location, skills, experience, market demands, and internal pay parity. Depending on the position offered, equity and other forms of compensation may be provided as part of a total compensation package.
- Brex LLC is a wholly owned subsidiary of Capital One, N.A.
- (scam warning removed)
We need to output HTML fragment with sections: About the role, Responsibilities, Requirements, Skills (for bonus points), Pay, Schedule.
We should not include empty sections.
Let's craft About the role: combine "Why join us" and "Operations" description.
"Why join us Brex is the intelligent finance platform..." plus "Operations is the backbone..." etc.
We'll produce a couple paragraphs.
Now Responsibilities: combine bullet points from "What You’ll Do" and the Responsibilities list. We'll create
- items.
We need to ensure we don't duplicate. We'll list each distinct responsibility.
Let's enumerate:
From What You’ll Do:
1. Money applied against statement balances, billing terms changed, auto-pay kept working, points debited and granted, credit performance reported to the bureaus, and accounts closed cleanly. (maybe break into subitems? but we can keep as one bullet)
2. Inherit a team with deep subject-matter expertise in specific queues, a set of in-flight migrations from other teams, and a real automation opportunity across the highest-volume work.
3. Hold the SLA and accuracy bar while systematically shrinking the manual surface area in a quickly growing environment.
4. Payment application and wires: wires applied against statement balances, including unmatched, partial, and misapplied payments; support expansion of wire coverage as we open up new corridors and use cases.
5. Statement adjustments: refunds and offline collections (manual balance adjustments), with controls that keep adjustment accuracy high and every entry defensible in an audit.
6. Billing changes: due date changes, billing frequency changes, payment extensions, and grace period requests in close partnership with GTM, Credit, and Deal Desk teams.
7. Auto-pay management: manual pay exceptions, penny-pull (micro-deposit) verifications, and funding source changes.
8. Vendor onboarding: getting Brex set up correctly as a payee inside customers' third-party AP and procurement portals so invoices route, approve, and pay on time.
9. Credit reporting: monthly bureau submissions, plus end-to-end disputes management at the accuracy and timeliness standard regulation requires.
10. Account closures: customer-initiated, legal, and Terms-of-Service closures, including final balance settlement and rewards true-up.
11. This is a newly transitioned part of the portfolio and will have operational process development needs from day 1.
12. Points debits and rewards grants: points debiting, merchant categorization changes, audits and true-ups, and non-automated partner referral grants.
13. Automation and migration: partner with Product and Engineering to cut average handle time and retire manual queues.
From Responsibilities list:
14. Coach and develop a team of servicing specialists; where a queue currently depends on one person's expertise, build redundancy so it doesn't.
15. Set and defend SLAs, quality bars, and capacity models across workflows that behave very differently from one another.
16. Define your own operational reporting cadences and measures to make staffing and prioritization decisions.
17. Write and maintain the SOPs, QA sampling, and maker-checker controls that keep financial adjustments accurate and auditable.
18. Be the escalation path for high-dollar, time-critical, and legally sensitive cases, working directly with Legal, Compliance, Collections, Treasury, Finance, Deal Desk, and CX.
19. Own the automation roadmap for the team: find the candidates, quantify the case, spec the requirements, validate the before-and-after,
for prose. We need to preserve all substantive info, remove boilerplate: cookie/navigation/legal/EEO etc. There's a note about job-seekers may be at risk of targeting... that's legal boilerplate; should be removed. Also "Brex LLC is a wholly owned subsidiary of Capital One, N.A." maybe not boilerplate but could be considered meta; but it's factual about company; maybe keep? It's not a heading; but it's not essential? It's not about role; but it's still info about company. The instruction: remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate. The note about malicious actors is scam-warning; remove. The subsidiary line maybe not required but could stay; but it's not about role; but it's not prohibited. I'd keep it as part of "About the role" maybe. We need sections only when posting has real specific content. So we will have sections: About the role (maybe combine "Why join us" and "Operations" description). Responsibilities (list). Requirements (list). Bonus points (maybe as part of Requirements? Could be separate "Preferred qualifications" but we can treat as "Preferred qualifications" but heading must be from list: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. The list includes Qualifications, Skills, Benefits, Pay, Schedule. We can use "Qualifications" for requirements, "Skills" for bonus points? Or we can keep "Requirements" and "Preferred qualifications" not allowed heading. Better to map: Requirements (mandatory), Bonus points could go under "Skills" or "Qualifications". Since we have "Skills" heading allowed, we can put bonus points there. Pay heading for salary range. Schedule heading for location/hybrid. We also have "Where you’ll work" which is location/hybrid; that fits Schedule. We have "What You’ll Do" which is responsibilities. We have "Responsibilities" later which is a list; we can combine with What You’ll Do? The posting has both a narrative "What You’ll Do" and then a separate "Responsibilities" list. We should preserve both; we can merge into Responsibilities section with list items derived from both. But we must not lose any detail. So we can create Responsibilities section with
- items covering all bullet points from both sections.
Let's extract details:
From "What You’ll Do" paragraph: list of duties:
- Account Servicing owns what happens to a Brex account after it's live: money applied against statement balances, billing terms changed, auto-pay kept working, points debited and granted, credit performance reported to the bureaus, and accounts closed cleanly.
- You'll inherit a team with deep subject-matter expertise in specific queues, a set of in-flight migrations from other teams, and a real automation opportunity across the highest-volume work.
- The mandate is to hold the SLA and accuracy bar while systematically shrinking the manual surface area in a quickly growing environment.
- Payment application and wires. Wires applied against statement balances, including unmatched, partial, and misapplied payments. Support the expansion of wire coverage as we open up new corridors and use cases.
- Statement adjustments. Refunds and offline collections (manual balance adjustments), with the controls that keep adjustment accuracy high and every entry defensible in an audit.
- Billing changes. Due date changes, billing frequency changes, payment extensions, and grace period requests in close partnership with GTM, Credit, and Deal Desk teams.
- Auto-pay management. Manual pay exceptions, penny-pull (micro-deposit) verifications, and funding source changes.
- Vendor onboarding. Getting Brex set up correctly as a payee inside customers' third-party AP and procurement portals so invoices route, approve, and pay on time.
- Credit reporting. The monthly bureau submissions, plus end-to-end disputes management at the accuracy and timeliness standard regulation requires.
- Account closures. Customer-initiated, legal, and Terms-of-Service closures, including final balance settlement and rewards true-up.
- This is a newly transitioned part of the portfolio and will have operational process development needs from day 1.
- Points debits and rewards grants. Points debiting, merchant categorization changes, audits and true-ups, and non-automated partner referral grants.
- Automation and migration. Partner with Product and Engineering to cut average handle time and retire manual queues.
Then "Where you’ll work": This role will be based in our Salt Lake City office. Hybrid environment, minimum three coordinated days in the office per week, Monday, Wednesday and Thursday. Up to four weeks per year of fully remote work.
Then "Responsibilities" list:
- Coach, and develop a team of servicing specialists. Where a queue currently depends on one person's expertise, build redundancy so it doesn't.
- Set and defend SLAs, quality bars, and capacity models across workflows that behave very differently from one another.
- Define your own operational reporting cadences and measures to make staffing and prioritization decisions.
- Write and maintain the SOPs, QA sampling, and maker-checker controls that keep financial adjustments accurate and auditable.
- Be the escalation path for high-dollar, time-critical, and legally sensitive cases, working directly with Legal, Compliance, Collections, Treasury, Finance, Deal Desk, and CX.
- Own the automation roadmap for the team: find the candidates, quantify the case, spec the requirements, validate the before-and-after, and hold the line on the edge cases that automation tends to break on.
Then "Requirements":
- 5+ years in financial services or fintech operations, including 2+ years managing people directly; hiring, performance management, and development.
- Hands-on ownership of a servicing, billing, payment, or credit operations queue where errors move real money, plus the controls experience that comes with it: reconciliation, QA sampling, maker-checker review, audit trails.
- A track record of process improvement you can quantify. You've taken a manual, high-touch workflow and measurably reduced handle time, backlog, or error rate.
- Experience being the operational counterpart to Product and Engineering: writing requirements, aligning on priority, testing builds, and catching what the spec missed.
- Data fluency. You can pull, build, and defend your own numbers in SQL, spreadsheets, or BI tooling.
- Sound judgment under ambiguity and the discipline to escalate the right things. This team handles legal closures, bureau disputes, and balance adjustments where the wrong call has financial or regulatory consequences.
- Strong written communication. SOPs, escalation summaries, and cross-functional updates are a meaningful share of the work.
- A well-defined point of view on where AI can and should be applied in scaled operations
Then "Bonus points":
- Direct credit bureau furnisher experience: Metro 2 reporting, e-OSCAR, FCRA dispute handling, or data quality remediation.
- Commercial card, charge card, or business lending servicing background, as distinct from consumer.
- Working knowledge of wire and ACH (push and pull) mechanics, exception handling, return codes, micro-deposit verification, misapplied payment research.
- Rewards or loyalty operations experience, especially points liability, audits, true-ups, and clawbacks.
- Experience configuring a company as a vendor or payee in AP and procurement platforms (bill.com, Tipalti, Coupa, etc.).
- Experience absorbing workflows from another team without an SLA dip.
- Familiarity with support and ops tooling (Salesforce, Retool) and low-code workflow automation (Retool, Zapier, Backoffice)
Then "Compensation":
- The expected salary range for this role is $105,600 - $132,000. However, the starting base pay will depend on a number of factors including the candidate’s location, skills, experience, market demands, and internal pay parity. Depending on the position offered, equity and other forms of compensation may be provided as part of a total compensation package.
- Brex LLC is a wholly owned subsidiary of Capital One, N.A.
- (scam warning removed)
We need to output HTML fragment with sections: About the role, Responsibilities, Requirements, Skills (for bonus points), Pay, Schedule.
We should not include empty sections.
Let's craft About the role: combine "Why join us" and "Operations" description.
"Why join us Brex is the intelligent finance platform..." plus "Operations is the backbone..." etc.
We'll produce a couple paragraphs.
Now Responsibilities: combine bullet points from "What You’ll Do" and the Responsibilities list. We'll create
- items. We need to ensure we don't duplicate. We'll list each distinct responsibility. Let's enumerate: From What You’ll Do: 1. Money applied against statement balances, billing terms changed, auto-pay kept working, points debited and granted, credit performance reported to the bureaus, and accounts closed cleanly. (maybe break into subitems? but we can keep as one bullet) 2. Inherit a team with deep subject-matter expertise in specific queues, a set of in-flight migrations from other teams, and a real automation opportunity across the highest-volume work. 3. Hold the SLA and accuracy bar while systematically shrinking the manual surface area in a quickly growing environment. 4. Payment application and wires: wires applied against statement balances, including unmatched, partial, and misapplied payments; support expansion of wire coverage as we open up new corridors and use cases. 5. Statement adjustments: refunds and offline collections (manual balance adjustments), with controls that keep adjustment accuracy high and every entry defensible in an audit. 6. Billing changes: due date changes, billing frequency changes, payment extensions, and grace period requests in close partnership with GTM, Credit, and Deal Desk teams. 7. Auto-pay management: manual pay exceptions, penny-pull (micro-deposit) verifications, and funding source changes. 8. Vendor onboarding: getting Brex set up correctly as a payee inside customers' third-party AP and procurement portals so invoices route, approve, and pay on time. 9. Credit reporting: monthly bureau submissions, plus end-to-end disputes management at the accuracy and timeliness standard regulation requires. 10. Account closures: customer-initiated, legal, and Terms-of-Service closures, including final balance settlement and rewards true-up. 11. This is a newly transitioned part of the portfolio and will have operational process development needs from day 1. 12. Points debits and rewards grants: points debiting, merchant categorization changes, audits and true-ups, and non-automated partner referral grants. 13. Automation and migration: partner with Product and Engineering to cut average handle time and retire manual queues. From Responsibilities list: 14. Coach and develop a team of servicing specialists; where a queue currently depends on one person's expertise, build redundancy so it doesn't. 15. Set and defend SLAs, quality bars, and capacity models across workflows that behave very differently from one another. 16. Define your own operational reporting cadences and measures to make staffing and prioritization decisions. 17. Write and maintain the SOPs, QA sampling, and maker-checker controls that keep financial adjustments accurate and auditable. 18. Be the escalation path for high-dollar, time-critical, and legally sensitive cases, working directly with Legal, Compliance, Collections, Treasury, Finance, Deal Desk, and CX. 19. Own the automation roadmap for the team: find the candidates, quantify the case, spec the requirements, validate the before-and-after,