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Salary: USD 119,328 - 149,160 / annual
Brex is hiring a Manager for Payment Operations to lead the Account Servicing team, which owns the post-launch lifecycle of Brex accounts: payment application, billing adjustments, auto-pay management, credit reporting, account closures, rewards processing, and vendor onboarding.
You will manage a team of servicing specialists with deep subject-matter expertise across multiple queues. The mandate is to maintain SLA and accuracy standards while systematically reducing manual work in a rapidly growing environment. Key responsibilities include:
• Coach and develop team members, building redundancy where expertise is concentrated in individuals
• Set and defend SLAs, quality bars, and capacity models across diverse workflows
• Define operational reporting cadences and metrics to drive staffing and prioritization decisions
• Write and maintain SOPs, QA sampling, and maker-checker controls for financial adjustments
• Serve as escalation path for high-dollar, time-critical, and legally sensitive cases, coordinating with Legal, Compliance, Collections, Treasury, Finance, Deal Desk, and Customer Experience
• Own the automation roadmap: identify candidates, quantify business cases, spec requirements, validate outcomes, and manage edge cases
Specific portfolio areas include payment application and wire processing (unmatched, partial, misapplied payments), statement adjustments (refunds and offline collections), billing changes (due dates, frequency, extensions, grace periods), auto-pay exceptions and funding source changes, vendor onboarding in third-party AP/procurement systems, credit bureau reporting and dispute management, account closures (customer-initiated, legal, and ToS-based), and points debits and rewards grants.
The role is hybrid, based in Brex's New York City office with a requirement for three coordinated days in-office per week (Monday, Wednesday, Thursday). Up to four weeks per year of fully remote work is available.
REQUIREMENTS:
• 5+ years in financial services or fintech operations, including 2+ years managing people directly (hiring, performance management, development)
• Hands-on ownership of a servicing, billing, payment, or credit operations queue where errors move real money, plus controls experience (reconciliation, QA sampling, maker-checker review, audit trails)
• Quantifiable track record of process improvement: measurably reduced handle time, backlog, or error rate in manual, high-touch workflows
• Experience as operational counterpart to Product and Engineering: writing requirements, aligning on priority, testing builds, catching spec gaps
• Data fluency: ability to pull, build, and defend numbers in SQL, spreadsheets, or BI tooling
• Sound judgment under ambiguity and discipline to escalate appropriately; experience with legal closures, bureau disputes, and balance adjustments with financial or regulatory consequences
• Strong written communication for SOPs, escalation summaries, and cross-functional updates
• Well-defined point of view on where AI can and should be applied in scaled operations
BONUS EXPERIENCE:
• Direct credit bureau furnisher experience (Metro 2 reporting, e-OSCAR, FCRA dispute handling, data quality remediation)
• Commercial card, charge card, or business lending servicing background
• Working knowledge of wire and ACH mechanics, exception handling, return codes, micro-deposit verification, misapplied payment research
• Rewards or loyalty operations experience (points liability, audits, true-ups, clawbacks)
• Experience configuring companies as vendors/payees in AP and procurement platforms (Bill.com, Tipalti, Coupa, etc.)
• Experience absorbing workflows from other teams without SLA degradation
• Familiarity with support and ops tooling (Salesforce, Retool) and low-code workflow automation (Retool, Zapier, Backoffice)
