Payment Business Lead

Key Responsibilities

• Scale Zip’s payment business from $14m to $50m in the next 4 years
• Ensure we have the industry leading payment product for our focus ICP
• Align cross functional teams on focus ICP and optimize the GTM assets, enablement, and sales process to win 90%+ of deals in our focus ICP
• Improve payment related CSAT
• Drive product parity to industry leading payment providers. Drive product & GTM to become the industry leading Payment product across expanded ICP in the next 12 months
• Help launch Payment product successfully for enterprise clients
• Develop long-term strategy for Zip Pay to support $50B payments annually
• Proactively identify systemic risks and work with Engineering and Product teams to prevent recurring issues
• Own the P&L for the Payment segment, setting financial goals and managing the business to achieve growth targets
• Represent Zip leadership on critical enterprise Payment implementations during the sales process
• Enable Product Managers to identify the resource plan and path to be the industry leading payment provider within 24 months
• Prioritize features to best serve our ICP and maximize CSAT improvement
• Manage Payments Partnerships
• Identify and find long term payment partners to process $50B+ payments volume
• Validate new features and revenue opportunities with existing clients
• Enhance collaboration between Payment Ops and EPD to drive better process efficiency
• Coordinate with PMM to develop assets, narratives and value propositions to effectively target buyers
• Develop customer facing documentation and sales enablement
• Monitor payment health proactively to track issues ahead of time; working with engineers/finance to forecast transaction ARR and identify high potential oppy

Team Leadership & People Management

• Build, lead, and mentor a high-performing team across GTM, marketing, product, and operations

Qualifications

• 10+ years of experience in payment business, or financial services operations, with at least 2 years in a people leadership role
• Strong understanding of payment systems, processing flows, reconciliation, and settlement processes
• Proven ability to lead and develop teams — you are known for bringing out the best in the people around you
• Experience working directly on customer escalations and delivering exceptional, empathetic customer service
• Data-driven mindset with experience tracking operational metrics, and using insights to drive decisions and recommendations, leveraging tools such as Claude
• Excellent cross-functional collaboration skills and experience working alongside Engineering, Product, Finance, and Risk teams
• Strong written and verbal communication skills, with the ability to communicate complex issues clearly to both technical and non-technical stakeholders

Nice to Have

• Familiarity with payment platforms with payment methods such as local bank transfers, and wires
• Background in compliance, fraud operations, or risk management in a payments context
• Experience using ticketing systems (e.g., Zendesk) and operational tooling at scale