Senior Manager, Billing and Payment Operations

About your role

Responsible for Billing and Payment Operations - this role manages delivery of a simple and versatile payment experience for customers, effective internal tooling and operations, optimizing global payment processing, and mitigating risk for all constituents. This role will report to the Sr. Director, Operations and be responsible for managing payments in the US, and a small number of international markets.

How you will make a difference day to day

Strategy & Roadmap Execution

• Collaborate on and actively contribute to the development and delivery of Rocket Lawyer’s overall billing, payment processing and payment risk management roadmap
• Effectively partner with Product Management, Operations, Engineering, Finance, Risk/Security, and external platform partners, aligning, defining and documenting unambiguous definitions of roles, responsibilities, handoffs, and dependencies of each
• Constantly identify opportunities for improvement based on active engagement in external and internal customer experiences and champion/lead constant optimization of billing and payment processing platforms, tools, and operations

Operational Excellence

• Constantly analyze KPIs and operating trends to ensure payment processing and billing operations are in a state of good health and immediately investigate and act to remediate variances
• Serve as the business subject matter expert and point-of-contact for all billing related incidents; collaborating with cross-functional internal and vendor resources through complete resolution and remediation taking lead when appropriate and otherwise serving as active member or remediation team
• Maintain expert-level understanding of end-to-end billing and payment operations processes, tooling, etc. Drive increased payment processing and billing efficiency, optimized customer experience, maximum transaction success rates while minimizing refunds and chargebacks globally
• Partner with Product and Engineering leadership to evaluate, select, and implement new billing and payment options, methods, features, and improved front end customer experience etc. in a constant quest for optimization
• Maintain detailed command of Rocket Lawyer billing and payment processing documentation, policies and tools and ensure partner organizations are engaged and supported at every turn

Customer Experience & Risk Management

• Ensure Rocket Lawyer is always using the most current and accurate, risk management solutions and tirelessly work to mitigate compliance, security, fraud, and operational risks related to payment processing. Stay current on billing, payment and RM industry developments and evaluate opportunities and fit for Rocket Lawyer
• Maintain deep working knowledge of all aspects of end-to-end purchase and account management customer experiences from product selection through to fulfillment and renewal,understanding how bill/pay operations contribute to a successful customer experience, constantly evaluating and implementing improvements
• Maintain granular command of Risk Management tactics including Rocket Lawyer and vendor risk rules and their impacts, constantly analyzing and reporting impacts and efficacy of each
• Lead all efforts across the enterprise related to chargeback prevention and response ensuring Rocket Lawyer’s CB management is world-class. This includes staying current with issuer and network developments, constant analysis of chargeback trends, root cause understanding and optimization efforts

Data & Reporting

• Define and deliver regular, meaningful data analysis and insights based in deep understanding of the data and end-to-end business operations. Reports explain “why” behind the “what” informing and driving payment strategy and key decisions in each country Rocket Lawyer operates, including complete command, documentation and maintenance of end-to-end reporting methodologies, architecture, etc and ability to translate understanding into action and relevant communication
• Serve as subject matter expert and trusted resource for all payment-related discussions and efforts across the enterprise, effectively lead and participate in all discussions and meetings benefiting from bill/pay domain expertise

Vendor Management

• Own and maintain command of all payment, billing and RM vendor relationships, participating in contract negotiation/execution/adherence and maintain intimate understanding of their results and performance
• Ensure all billing and payment processing expenses are closely monitored and optimized and vendor KPIs consistently met/exceeded
• Consistently monitor vendor results, run regular vendor performance reviews and drive continuous vendor performance optimization, driving down costs and ensuring Rocekt Lawyer maximizes ROI

Team Leadership

• Effectively lead a small but high-performing Payment Operations team in a very hands-on manner. Understand in detail each team member’s work product contributions and provide ongoing performance evaluations
• Continuously coach and develop to ensure excellent morale and drive continuous improvement on the team

What you’ll need

• 8-10 years in payments at a SaaS or subscription-based e-commerce business
• Expert-level understanding of credit/debit card processing and intimate familiarity with all facets of the payment card processing ecosystem; alternative payment method experience helpful
• Experience with Stripe is essential
• Demonstrated track record developing and managing high-performing teams with excellent morale
• Proven history of effective cross-functional partnership and collaboration with key stakeholders, peers and other internal constituents
• Ability to confidently and effectively communicate critical information to all levels of the organization, tailoring style and content appropriately for all situations
• Deep understanding of payment settlement and reconciliation processes
• Proven ability to optimize payment success while managing risk and minimizing chargebacks
• Expertise in regional (US, UK, EU, BR) payment systems and trends preferred
• Proven track record as a self-starter who can also manage a small team and work cross-functionally to drive projects to completion preferred
• Knowledge of relevant federal and state regulations and card industry rules preferred
• Bachelor's degree preferred

Not sure if you meet all the qualifications? Apply anyway! We value diverse experiences and encourage you to bring your unique talents to our team!

Benefits & Perks

• Comprehensive health plans (including Medical, Dental and Vision insurance for full-time employees)
• Unlimited PTO
• Competitive salary packages
• Life insurance
• Disability benefits
• Supplemental Optional Life Insurance Benefits
• FSA Options Optional
• HSA with Company Match
• 401k program with Company Match
• Wellhub & ClassPass fitness platforms
• Comprehensive Pet Insurance options
• Financial Wellbeing & Student Loan Program access
• Access to additional Mental Health & Wellbeing resources
• Pre-tax Commuter/Transit Benefits
• Free Rocket Lawyer account with online access to an extensive legal documents library and brilliant licensed attorneys at discounted rates

Interview Process

• Recruiter Phone Screen
• Role Assessment(s)
• Hiring Manager Interview
• Panel Interviews
• Final Interview