Zip
Engineering
Director,PaymentOperations
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“Director, Payment Operations at Zip. Skills: Payment Operations Management, Payment Incident Management, Team Leadership & People Management, Customer Experience & White-Glove Support, Strategy & Continuous Improvement. Lead, coach, and develop a high-performing Payment Operations team. Set clear performance goals, conduct regular 1: 1s, and deliver meaningful feedback”
What You'll Achieve.
ensuring all payment flows, and processes run smoothly and on time; identifying trends and proactively addressing gaps before they impact customers or the business; minimizing customer and business impact; scale operations without sacrificing quality or customer experience
Industry & Context.
root cause analyses; identify systemic risks; prevent recurring issues; advocate for product and process improvements that reduce friction in the customer journey
work outside of business hours from time to time based on business needs
What They're Looking For.
Must Have
10+ years of experience in payment operations, or financial services operations, at least 2 years in a people leadership role, Demonstrated experience managing payment incident response, understanding of payment systems, processing flows, reconciliation, and settlement processes, Proven ability to lead and develop teams, Experience working directly on customer escalations and delivering exceptional, empathetic customer service, Data-driven mindset with experience tracking operational metrics, and using insights to drive decisions and recommendations, Excellent cross-functional collaboration skills and experience working alongside Engineering, Product, Finance, and Risk teams, written and verbal communication skills, with the ability to communicate complex issues clearly to both technical and non-technical stakeholders, A bias for action combined with a process-oriented mindset
Nice to Have
Familiarity with payment platforms with payment methods such as local bank transfers, and wires, Background in compliance, fraud operations, or risk management in a payments context, Experience using ticketing systems (e. g. , Zendesk) and operational tooling at scale, experience working with AI
What You'll Do.
and develop a high-performing Payment Operations team
Set clear performance goals
conduct regular 1: 1s
and deliver meaningful feedback
and retention strategies
Create an environment where team members are empowered to make decisions and take ownership of outcomes
Oversee the day-to-day operations of the payments platform
and continuously refine operational procedures
Monitor key operational metrics and SLAs
Oversee our Payment Incident Manager
owning end-to-end incident response
Lead real-time triage
and resolution of payment incidents
Facilitate post-incident reviews
and ensure corrective actions are tracked and completed
Build and maintain a robust incident management framework
Proactively identify systemic risks and work with Engineering and Product teams to prevent recurring issues
Roll up your sleeves and work directly on customer tickets and escalations
Identify patterns in customer issues and advocate for product and process improvements
Partner with the broader Customer Experience team
Help shape the strategic roadmap for how the Payment Operations team supports the next phase of Zip Pay's growth
Drive automation and tooling improvements
How You'll Work.
Team & Collaboration
Collaborate cross-functionally with Finance, Engineering, Product, Risk, and Legal to drive operational improvements and platform enhancements; work alongside Engineering, Product, Finance, and Risk teams; Partner with the broader Customer Experience team
Communication Scope
written and verbal communication skills; ability to communicate complex issues clearly to both technical and non-technical stakeholders
Process & Methodology
ensure corrective actions are tracked and completed
Full Job Description
ABOUT ZIP Zip is the AI platform for enterprise procurement — built for humans and agents working together. By orchestrating procurement across teams, tools, and suppliers with the help of AI agents, companies can secure the resources they need to innovate faster than ever before. The world’s most influential enterprises trust Zip, including T-Mobile, OpenAI, AMD, Mars, Dollar Tree, and more. Together they’ve saved over $8 billion and processed over $500 billion in spend. Zip’s team includes product leaders from Apple, Airbnb, and Meta, as well as former procurement leaders from United Health, Sanofi, MGM Resorts, Discover, and NASA. Backed by Adams Street, Alkeon, BOND, CRV, DST, Tiger Global, and Y Combinator, Zip has raised $371 million, most recently at a $2.2 billion valuation and has been recognized by Forbes Fintech 50, Fast Company's Most Innovative Companies, Inc. Best in Business, and LinkedIn Top Startups. YOUR ROLE Zip is looking for a strategic and hands-on Director, Payment Operations to lead and elevate our Payment Operations function. This is a high-impact leadership role at the heart of Zip's flagship Zip Pay product — a role where you will shape the future of how customers are supported, how incidents are managed, and how our payments platform operates at scale. You will lead a talented team, directly oversee payment incident management, and serve as an escalation point and white-glove service provider for complex customer issues. You bring equal parts operational rigor, customer empathy, and team-building excellence. WHAT YOU'LL DO Team Leadership & People Management - Lead, coach, and develop a high-performing Payment Operations team, fostering a culture of accountability, ownership, and continuous improvement. - Set clear performance goals, conduct regular 1:1s, and deliver meaningful feedback to support individual career growth. - Drive hiring, onboarding, and retention strategies to build a world-class operations team. - Create an environment
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