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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 full lifecycle of customer accounts after they go live. This includes 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 expertise across multiple operational queues. Your mandate is to maintain SLA and accuracy standards while systematically reducing manual work in a rapidly growing environment. Key responsibilities include:
**Core Responsibilities:**
- 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 inform staffing and prioritization decisions
- Write and maintain SOPs, QA sampling procedures, and maker-checker controls for financial accuracy and auditability
- 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 teams
- Own the automation roadmap: identify candidates, quantify business cases, spec requirements, validate outcomes, and manage edge cases
**Specific Operational Areas:**
- Payment application and wires (unmatched, partial, misapplied payments; wire corridor expansion)
- Statement adjustments (refunds, offline collections, audit-defensible controls)
- Billing changes (due dates, frequency, extensions, grace periods) in partnership with GTM, Credit, and Deal Desk
- Auto-pay management (manual exceptions, penny-pull verifications, funding source changes)
- Vendor onboarding (configuring Brex as payee in customer AP/procurement systems)
- Credit reporting (monthly bureau submissions, dispute management to regulatory standards)
- Account closures (customer-initiated, legal, and ToS closures with final settlement and rewards true-up)
- Points and rewards (debiting, merchant categorization, audits, true-ups, partner referral grants)
**Workplace:** Hybrid in Seattle office; minimum three coordinated days per week (Monday, Wednesday, Thursday), plus 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 where errors move real money; experience with reconciliation, QA sampling, maker-checker review, and 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 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 point of view on AI application 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.)
- Track record absorbing workflows from other teams without SLA degradation
- Familiarity with support and ops tooling (Salesforce, Retool) and low-code workflow automation (Retool, Zapier, Backoffice)
