Product & Platform Monitoring Lead

Job description

**About Us:** At ClarityPay, we're redefining the point-of-sale credit market to bring more value to merchants. Based in NYC and Atlanta, our fast-growing fintech empowers large merchants with configurable “Pay-Over-Time” tools— including monthly installments, BNPL, and revolving products. We solve complex credit challenges with speed, precision, and intelligence—combining deep expertise with advanced tech to deliver better outcomes, every time. Our clients rely on us to help them serve their customers, grow, and build loyalty. Our values guide everything we do: we put merchants first, stay data-driven, always know the why, learn relentlessly, and win together as a team. This clarity of purpose fuels our commitment to delivering exceptional customer experiences at speed and scale. **Role Overview** **Product & Platform Monitoring Manager** to ensure the reliability, performance, and operational health of our fintech products and underlying platforms. This role sits at the intersection of **Product, Engineering, Risk, and Operations**, owning end-to-end monitoring of customer journeys, transaction flows, APIs, and third-party integrations. Proactively detect issues, lead incident response, and translate platform signals into actionable insights that improve customer experience and platform stability. **Key Responsibilities** **Product & Customer Journey Monitoring** - Monitor end-to-end customer flows (onboarding, underwriting, payments, disbursements, repayments). - Define and track product health metrics such as conversion rates, approval rates, payment success, and drop-offs. - Identify customer-impacting issues and coordinate timely resolution and communication. **Platform & Technical Monitoring** - Own real-time monitoring of APIs, services, and third-party integrations. - Track availability, latency, error rates, and transaction throughput. - Partner with Engineering to define SLIs, SLOs, alerts, and escalation paths. **Incident Management** - Lead incident detection, triage, and cross-functional response. - Run incident calls, document timelines, and drive post-incident reviews. - Ensure root causes are addressed and preventive actions are implemented. **Risk, Controls & Reporting** - Monitor operational and transaction-level anomalies (failed payments, reversals, reconciliation breaks). - Support audit, compliance, and risk reporting through control monitoring. - Build dashboards and reports for product, engineering, and leadership teams. **Cross-Functional Collaboration** - Partner closely with Product, Engineering, Risk, Finance, and Customer Support. - Ensure monitoring and alerting are in place for new product launches and integrations. **Qualifications** **Required** - 5+ years of experience in fintech, payments, lending, or financial services platforms. - Strong understanding of API-based systems and transaction processing. - Hands-on experience with monitoring/observability tools (e.g., Datadog, New Relic, Grafana, CloudWatch, Splunk). - Hands-on experience of building and managing MIS and Data reporting tools such as QuickSight, Tableau, PowerBI etc. - SQL or basic scripting experience in Python for analysis and reporting. - Proven experience managing production incidents in high-availability systems. - Strong analytical and communication skills. **Preferred** - Experience with consumer lending, commercial lending, BNPL, card payments, ACH, or real-time payments. - Familiarity with SRE concepts, SLAs/SLOs, and reliability best practices. **Key Success Metrics** - Issues are identified before they materially impact customers. - Clear, trusted dashboards provide real-time visibility into product and platform health. - Faster incident resolution and fewer repeat production issues. - Improved customer experience and operational resilience.