Payment Operations Manager

About the company

At the company, we're on a mission to grow the small business economy. We handle the hard stuff — payroll, health insurance, 401(k) s, and HR — so owners can focus on their craft and their customers. With teams in Denver, San Francisco, and New York, we support more than 500,000 small businesses nationwide and are building a workplace that reflects the people we serve.

All full-time employees receive competitive base pay, benefits, and equity (RSUs) — because everyone who helps build the company should share in its success. Offer amounts are determined by role, level, and location. Learn more about our Total Rewards philosophy.

AI is a fundamental part of how work gets done at the company. We expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves. AI experience requirements vary by role and will be assessed during the interview process.

Payments at the company aren't just infrastructure, they're the reason people get paid on time, every time. Payment Operations sits within the company's Money team, a cross-functional group spanning Engineering, Product, and Operations that powers money movement across the company's growing product surface: core payroll, contractor payments, international money movement, and new business offerings like PEO.

As the Payment Operations Manager, you'll lead a team of Payment Operations Analysts and own the health of the company's payment operations end to end: the ACH, wire, RTP, and international contractor payment rails, the day-to-day operations behind our bank and payment partner relationships, and the operational side of the compliance programs that keep all of it running within regulatory bounds.

You'll work closely with Engineering, Product, Accounting, Risk, Legal, and CX to get there.

This is a role for someone who can zoom in and personally work a ticket or partner escalation, and zoom out to manage the team and keep a compliance program on track, in the same afternoon. You build strong people, hold partners accountable, and bring rigor to how the team operates.

• Manage a team of Payment Operations Analysts. Hire, coach, and develop them, set clear expectations, and give direct feedback. Own team-level SLAs, on-call rotation and escalation paths, and reporting, and use data to spot where the team's processes are breaking down and fix the root cause, not just the symptom. You're accountable for the team's output and for the growth of the people on it.

• Own the operational relationship with our banking and payment partners, including issue triage, escalations, and operational reviews, and personally work individual tickets yourself when the queue backs up or SLAs are tner closely with the team that owns the strategic partnership on renewals and due diligence.

• Execute the day-to-day work behind the company's Nacha, unclaimed property, and bank compliance programs, and Payment Ops' portion of SOC 1 audits. Financial Services Compliance and Payroll Compliance own these programs; you're the operational partner who keeps documentation, controls, and evidence current and coordinates with them and GRC when new requirements land.

• When something breaks at scale, whether it's a failed batch, a reconciliation break, or a payment partner outage, you're in the investigation yourself, not just directing it. You keep stakeholders informed and drive the retro that prevents it from happening again.

• Bring the team's…