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Gusto is seeking a Payment Operations Manager to lead the payment operations function within its Money team. You will manage a team of Payment Operations Analysts and own end-to-end payment operations across ACH, wire, RTP, and international contractor payment rails. Your responsibilities span day-to-day bank and payment partner relationships, operational compliance program execution, incident response, and cross-functional partnership with Engineering, Product, Accounting, Risk, Legal, and Customer Experience teams.
Day-to-day responsibilities include:
**Team Leadership**: Hire, coach, and develop Payment Operations Analysts. Set clear expectations, provide direct feedback, own team SLAs and on-call rotations, and use data to identify and fix root causes of process breakdowns.
**Bank and Payment Partner Operations**: Own the operational relationship with banking and payment partners, including issue triage, escalations, and operational reviews. Personally work individual tickets when queues back up or SLAs are at risk. Partner with strategic partnership teams on renewals and due diligence.
**Compliance Program Operations**: Execute day-to-day work behind Nacha, unclaimed property, and bank compliance programs, and Payment Ops' portion of SOC 1 audits. Coordinate with Financial Services Compliance, Payroll Compliance, and GRC teams. Maintain documentation, controls, and evidence currency.
**Incident Response**: Lead investigation and resolution when payment operations fail at scale—whether failed batches, reconciliation breaks, or payment partner outages. Keep stakeholders informed and drive post-incident retros.
**Product and Engineering Partnership**: Bring operational insights into product and engineering conversations. Flag risks early, weigh in on payment-related specs, and ensure operational needs are represented.
**AI Leadership**: Model and encourage AI use across the team for faster investigation, cleaner documentation, and automation of repetitive work.
**Requirements:**
- 7+ years of hands-on experience in payment operations, banking operations, or treasury operations, including direct ownership of escalations, partner issues, or ticket queues
- 2+ years directly managing a team
- Deep working knowledge of domestic payment rails (ACH/Nacha, wires, RTP); international money movement experience is a strong plus
- Experience managing the operational side of a bank or payment partner relationship, including escalations, issue triage, and partner reviews
- Track record of operating within a compliance program (Nacha Risk Self-Assessment, SOC 1, unclaimed property, or similar), including audits and controls work
- Strong people leadership: hired, coached, and managed performance for a team of analysts or similar operational ICs
- Comfortable operating with ambiguity and driving cross-functional work without fully defined processes
- AI-fluent; use it as a genuine lever and expect your team to as well
- Nacha AAP or AFPP certification is a strong plus
Gusto has physical offices in Denver, San Francisco, and New York City. Employees based in these locations are expected to work from the office 2-3 days per week (or more depending on role). A secure, reliable, and consistent internet connection is required for all work, including non-office days for hybrid employees.
