Risk Operations Senior Manager - Global

About Phorest Phorest powers 11,000 hair and beauty salons using our software across the globe. Our aim is to capture 25% of the market globally – that’s one million salons and a billion-dollar company. We are growing and would like to add a new member to our team. You will join a group of highly motivated individuals, to help us grow Phorest faster.

The Payments & Risk Operations Manager is a senior, strategic, and highly accountable global leader. You work with business partners to define and execute the Payments & Risk Operations strategy, ensuring alignment with Phorest’s product, compliance, and growth goals.

You define and evolve the long‑term strategic direction for Payments and Risk operating model, and drive execution through strong cross‑functional and regional partnerships. You ensure global operational excellence—across both steady‑state performance and step‑change improvement—so payments and risk operations enable Phorest’s growth while protecting our business and customers.

Payments are core to the Phorest customer experience. You ensure payments and risk are embedded into every stage of the customer journey, working in lockstep with Global Customer Operations, Product, and R&D to shape processes, tooling, training, and regional enablement. As a thought leader to regional Leadership, you create cross‑regional alignment and provide strategic guidance, mentorship, and governance.

The Payments & Risk team is small but strong and works closely with all regional Pay Ops teams driving improvements for the teams and our customers. This role is an enabler and supports all of the regional teams in delivering their goals. You lead, build, and continuously evolve the global Payments & Risk operating model, optimising how we onboard, support, protect, and grow our customers’ payments capabilities.

You hold teams and regions accountable for performance while coaching and influencing them to deliver a best‑in‑class global payments experience.

• Collaborate with Pay Product and Commercial to support the rollout of Phorest Pay product and features through:

• Research into legal and regulatory requirements in region, including engagement with external advisors where needed
• Ensure the development and continuous improvement of internal training content and external help content
• Delivery of internal training sessions for regional CFTs
• Researching regional asks to see if they can be enabled through Stripe without dev requirement

• Own the global payments partner ecosystem strategy, including partner selection, contract negotiation, operational governance, and performance management
• Mitigate loss of revenue through developing a scalable risk operations function
• Establish the governance model for incident management ensuring rapid cross functional response and prevention, managing incidents and service degradations

• Establish, communicate and continuously evolve the global Payments & Risk Operations Strategic Vision, ensuring it aligns with Phorest objectives and is translated into regional plans and outcomes.
• Co‑own the end‑to‑end customer journey perspective for payments with Global Customer Operations, ensuring Customer Ops processes (support, onboarding, education, migrations, complex activations) always account for payments and risk requirements.
• Continuously identify, assess and optimise cross‑journey processes (support, onboarding, education, and data migrations) with the lens of payments
• Own automation and process optimisation initiatives, ensuring workflows reduce friction and improve service delivery, enabled by the Business Systems team. Track and report measurable improvements

• Partner deeply with the Global Head of Customer Operations and their domain leads to embed payments/risk into global CX operating systems, including planning cycles, VoC rhythms, enablement content, and regional health reviews.
• Lead global payment operations strategies, setting the standards, governance and expectations for regional execution while tailoring strategies to regional needs,…