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Salary: USD 105,600 - 132,000 / 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:
**Core Portfolio Areas:**
- Payment application and wires: managing wire applications against statement balances, including unmatched, partial, and misapplied payments; supporting expansion into new corridors and use cases.
- Statement adjustments: refunds and offline collections with controls ensuring accuracy and auditability.
- Billing changes: due date, frequency, payment extensions, and grace period requests in partnership with GTM, Credit, and Deal Desk.
- Auto-pay management: manual exceptions, penny-pull verifications, and funding source changes.
- Vendor onboarding: ensuring Brex is correctly configured as a payee in customers' AP and procurement systems.
- Credit reporting: monthly bureau submissions and end-to-end disputes management to regulatory standards.
- Account closures: customer-initiated, legal, and ToS closures with final settlement and rewards true-up (newly transitioned area requiring process development).
- Points and rewards: debiting, merchant categorization, audits, true-ups, and partner referral grants.
- Automation and migration: partnering with Product and Engineering to reduce handle time and retire manual queues.
**Key Responsibilities:**
- Coach and develop team members; build redundancy where queues depend on individual expertise.
- Set and defend SLAs, quality bars, and capacity models across diverse workflows.
- Define operational reporting cadences and metrics for staffing and prioritization decisions.
- Write and maintain SOPs, QA sampling, and maker-checker controls for financial accuracy and auditability.
- Serve as escalation path for high-dollar, time-critical, and legally sensitive cases; coordinate with Legal, Compliance, Collections, Treasury, Finance, Deal Desk, and CX.
- Own the automation roadmap: identify candidates, quantify business cases, spec requirements, validate outcomes, and manage edge cases.
**Workplace:** Hybrid in Salt Lake City office; minimum three coordinated days per week (Monday, Wednesday, Thursday), with up to four weeks annual 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 handling real money, with 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 priorities, testing builds, catching spec gaps.
- Data fluency: ability to pull, build, and defend numbers using SQL, spreadsheets, or BI tools.
- 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 perspective on AI application in scaled operations.
**Bonus Experience:**
- Direct credit bureau furnisher experience (Metro 2 reporting, e-OSCAR, FCRA disputes, 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 platforms (bill.com, Tipalti, Coupa, etc.).
- Track record absorbing workflows from other teams without SLA degradation.
- Familiarity with support/ops tooling (Salesforce, Retool) and low-code automation (Retool, Zapier, Backoffice).
