Business Operations Lead

Job description

## Who We Are Overflow is a Series C, growth-stage technology company on a bold mission: to inspire the world to give. We're a vertical fintech and SaaS platform unlocking more ways to give — cash, stock, crypto, and beyond — through a beautifully designed ecosystem built for high-impact churches, nonprofits, and mission-driven institutions. Backed by Uncork Capital, Craft Ventures, Salesforce Ventures, R7, and WIF (one of the largest lenders to faith and philanthropic organizations in the country), we're building the infrastructure that makes generosity frictionless at scale. ## Our Founding Principles Overflow was founded on the belief that generosity transforms people and communities. Inspired by Proverbs 11:24 — *"The world of the generous gets larger and larger"* — we operate with integrity, stewardship, service, and excellence. ## How We Work Overflow operates with a flexible work model. While there is no company-wide in-office requirement, some teams may establish in-person collaboration rhythms based on their function, goals, and team needs. We maintain offices in Los Gatos, CA and Birmingham, AL for team collaboration, coworking, meetings, and intentional in-person connection. Candidates should be comfortable participating in occasional in-person gatherings or team-specific onsite expectations, depending on their role and department. ## The Role We're looking for a Strategic Operations Lead to build and lead the operational foundation of a high-growth fintech company — someone who thrives on doing the work, not just directing it. This is an operations leadership role at the intersection of payment operations, physical fulfillment, and compliance. You'll report directly to the Chief Product Officer and own the Operations function end-to-end from day one: leading our Payment Operations and Tap Operations teams, building out our Strategic Operations layer, and running our SOC 2 compliance program. What makes this role unique is its scope and leverage. We've built it around AI fluency because we believe the right operator, equipped with the right tools, can deliver the output of a much larger function and we want someone who automates their own workflows, builds their own tools, and reaches for AI as a default. You'll also be Overflow's AI champion: the person who spots where AI can change how a function operates, brings tools and workflows to teams beyond your own, and sets the visible example of what AI-fluent operating looks like company-wide. Beyond the Payment Operations and Tap Operations teams you'll lead directly, a small slice of engineering capacity is available to support internal tooling and reporting work where it's warranted — for that layer, you scope problems, make the case, and partner where it makes sense rather than directing a dedicated engineering team. There's also a clear path forward: this seat is the starting point for Overflow's future Operations function, with scope that grows as we do, potentially expanding to include IT and additional operations teams reporting up to you. ## What You Will Do **Build Strategic Operations, Hands-On** - Stand up planning cadence, operating rhythms, and business reviews across the company. - Run cross-functional initiatives that span teams and need a single accountable owner. - Define and instrument the metrics that matter (volume, acceptance, chargeback ratio, loss, cost-to-serve, settlement time) and build the reporting/BI layer that gives leadership a real-time view of how the company is running — without waiting on a data team. - Own the company's tooling stack: select tools, make build-vs-buy decisions, and help every function use what they have well. - Champion AI adoption across the company: find high-leverage use cases in other functions, pilot and roll out tools, and help teams build their own AI fluency — you're the visible proof point of what AI-leveraged operating looks like at Overflow. - Scope XFN internal tooling and make the case for engineering support where it's needed — turning vague pain points into clear asks and prioritization. With dedicated Engineering resourcing now in place for internal tooling, you'll act as the de facto PM for that workstream, translating operational needs into scoped, prioritized asks. - Serve as the operating thought partner to the CPO and CEO on what's working, what's breaking, and what to do about it. **Lead Payment Operations** - Oversee the existing Payment Operations team across KYC, risk reviews, chargebacks, stock gift processing, DAF, designated funds, and reconciliation. - Own operational health end-to-end: processor relationships, settlement, dispute handling, and the controls that keep a regulated payments business safe. - Eventually hire and develop a Payment Operations Manager to run the team day-to-day as the function scales, freeing you to focus on strategic work. - Partner with Product on the seams where operations meets the donor-facing payment surface — especially compliance/KYC and recurring flows. **Lead Tap Operations** - Oversee the existing Tap Operations team responsible for fulfillment, logistics, and delivery of Overflow's physical Tap giving products to churches and partners. - Own operational health end-to-end: order processing, supply and vendor relationships, staffing, and quality control. - Partner with Partnerships/Success on demand planning and church-facing fulfillment timelines. **Own Our SOC 2 Program** - Take full ownership of the SOC 2 program upon arrival — a clean handoff is built into your onboarding. - Manage the auditor relationship, GRC tooling (Vanta, Drata, or equivalent), evidence collection, controls operating rhythm, and renewal cycle. - Partner with Engineering on technical security controls while you own the program around them. ## What You Should Have - A track record as a senior operator with direct people-management experience — BizOps, StratOps, chief-of-staff, strategy-and-ops consulting, or a strong operating leadership role in a high-growth company. - Real comfort with the substance of payment operations: KYC, risk, chargebacks, reconciliation. You don't have to come from payments, but you need to get deep into it fast. - **SOC 2 literacy required.** You've lived inside a SOC 2 program (ideally Type II) — as an owner, heavy contributor, or close enough that you can take ours over without breaking the cycle. - **Demonstrably AI-fluent, and able to bring others along.** Not "I've used ChatGPT." Show us what you've built, automated, or scaled with AI tools — and how you've helped other people or teams adopt them. This is non-negotiable. - **Scoping and prioritization instincts.** You can take a vague operational pain point and turn it into a clear, scoped problem — whether the answer is a SaaS purchase, a no-code workflow, an AI automation, or a request for engineering help. - Strong analytical and structured-thinking horsepower — equally at home in a P&L conversation, a metrics review, and a messy cross-team problem. - A genuine doer who leads from the front — comfortable directly managing operational teams while staying hands-on with strategic work yourself. - Excellent communication and collaboration skills — you'll touch every function in the company. - Alignment with Overflow's mission, values, and commitment to hybrid work. ## It'd Be Nice If You Had - Experience scaling a Series B/C SaaS company. - Exposure to nonprofit, faith-based, or regulated-payments contexts. - A background that combines consulting and operating roles. ## Our Compensation Philosophy The base salary range for this position is $120k – $200k, based on Carta Total Compensation benchmarks for role, geography, and function. Total compensation may also include equity, performance-based bonuses (for eligible roles), and a comprehensive benefits package. ## Benefits & Perks Overflow offers a thoughtful benefits package designed to support your well-being, growth, and life outside of work, including: - Competitive base salary with equity and commission eligibility - Medical, dental, and vision coverage for employees and dependents - Generous paid time off and company holidays - Paid parental leave - 401(k) retirement plan - Dedicated mental health and therapy stipend to support personal well-being - Team retreats and intentional in-person gatherings throughout the year *Overflow is proud to be an equal opportunity employer and is committed to building a diverse and inclusive team.*