Senior Manager, Billing and Payment Operations

Required

• 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