Senior Manager, Payment Operations

Summary

Join Guild as a Senior Manager, Payment Operations and lead payment operations teams responsible for timely tuition and employer benefit payments. Manage medium-term planning, system optimization, and stakeholder management while ensuring compliance. Lead high-performing teams by managing workforce activities, from recruiting to off-boarding. Develop and execute strategies for operational excellence, create and report on KPIs, and partner with cross-functional teams. Drive internal payment system development and foster a culture of continuous improvement. Ensure SOC 1 and other compliance programs are met. Guild offers a competitive compensation package and a variety of benefits.

Responsibilities

• Manage team(s) of operations professionals to facilitate accurate and timely tuition and employer benefit dollars across Guild’s payment marketplace in support of KPIs
• Deliver KPIs and key business outcomes by ensuring teams have the right staffing models, tactical resources, tools and expectations
• Serve as a Payments expert - deeply understanding payment outcomes, processes, systems and workflows
• Build systems, processes, tools and feedback loops that identify, escalate, and help resolve critical payment issues
• Oversee the management of projects that span cross-functional teams, are time sensitive, and require a high level of execution
• Lead medium-term planning for teams in support of division, function and company strategy and goals
• Develop and execute against medium-term strategies and plans that enable operational excellence at scale
• Develop and report on KPIs that ensure delivery of key business outcomes
• Develop OKRs that deliver team and individual performance
• Ensure payment processing systems, platforms and operations support delivery of key KPIs now and in the future
• Partner with key cross-functional leaders in Product, Engineering, Biz Aps InfoSec, and other teams to institute systems, forums, feedback loops, etc. that deliver upon strategic initiatives
• Drive internal payment system development, including being an input into product roadmap prioritization
• Drive a team culture of continuous improvement via data driven decision making
• Partner with key internal and external leaders to understand payment needs to help solution against off-menu / novel requirements and inform prioritization and go/no-go decisioning for issues
• Ensure SOC 1 and other compliance programs are successfully executed on and meet partner and business needs
• Lead a high-performing, engaged, successful team by managing workforce management, team staffing and e2e employee lifecycle activities (recruiting, on-boarding, talent management, off-boardin
• Instill a culture of belonging, diversity, accountability and performance within team and cross-functionally
• Serve as a talent steward that enables team member growth, development and excellence

Benefits

• Access to low-cost, high-quality health care options through Cigna and Kaiser (due to coverage limitations, Kaiser is currently only available in CA & CO)
• Access to a 401k to help save for the future
• Open vacation policy for employees to rest and recharge
• 8 days of fully-paid sick leave, to take the time to heal and or recover
• Family-friendly benefits, including 12 weeks of parental leave for non-birthing parents and 18-20 weeks for birthing parents; 4-week ramp-up period for when employees return from a leave of 6 weeks or more; as well as employer-paid short-term and long-term disability, employer-sponsored life insurance, fertility and caregiving benefits
• Well-rounded wellness benefits including free and low cost mental health resources and financial wellbeing support services
• Education benefits and tuition assistance to help your future development and growth