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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. This includes payment application, billing adjustments, auto-pay management, credit reporting, account closures, rewards processing, and vendor onboarding. The role manages a team with deep subject-matter expertise across multiple queues and carries a mandate to maintain SLA and accuracy standards while systematically reducing manual work in a rapidly growing environment.
Key responsibilities include:
- Coaching and developing a team of servicing specialists, building redundancy where expertise is concentrated
- Setting and defending SLAs, quality bars, and capacity models across diverse workflows
- Defining operational reporting cadences and metrics to drive staffing and prioritization decisions
- Writing and maintaining SOPs, QA sampling, and maker-checker controls for financial adjustments
- Serving as escalation path for high-dollar, time-critical, and legally sensitive cases, working with Legal, Compliance, Collections, Treasury, Finance, Deal Desk, and CX
- Owning the automation roadmap: identifying candidates, quantifying business cases, specifying requirements, validating outcomes, and managing edge cases
Specific operational areas include payment application and wires (unmatched, partial, misapplied payments), statement adjustments (refunds and offline collections with audit controls), billing changes (due dates, frequency, extensions, grace periods), auto-pay management (exceptions, micro-deposit verification, funding source changes), vendor onboarding (AP and procurement portal setup), credit reporting (bureau submissions and disputes management), account closures (customer-initiated, legal, and ToS closures with final settlement), and points/rewards processing (debits, merchant categorization, audits, partner grants).
The role is based in San Francisco with a hybrid model requiring a minimum of three coordinated days in-office per week (Monday, Wednesday, Thursday), plus up to four weeks per year of fully remote work.
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 (team handles legal closures, bureau disputes, balance adjustments with financial/regulatory consequences)
- Strong written communication (SOPs, escalation summaries, cross-functional updates are significant portion of work)
- 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, e-OSCAR, FCRA disputes), commercial/charge card or business lending servicing, wire/ACH mechanics and exception handling, rewards/loyalty operations, AP/procurement platform vendor configuration, workflow absorption without SLA impact, support/ops tooling (Salesforce, Retool), low-code automation (Retool, Zapier, Backoffice).
