Job Overview
Location
San Francisco
Job Type
Full-time
Category
Operations
Date Posted
May 21, 2026
Full Job Description
đź“‹ Description
- • Lead and develop a high-performing Payment Operations team, fostering a culture of accountability, ownership, and continuous improvement through regular 1:1s, feedback, and career development initiatives.
- • Directly oversee day-to-day operations of the Zip Pay payments platform, ensuring all payment flows, reconciliations, and settlement processes run smoothly, on time, and with minimal disruption.
- • Define, document, and continuously refine operational procedures, runbooks, and workflows to standardize payment operations and improve efficiency across the team.
- • Monitor and analyze key operational metrics and SLAs to identify trends, anticipate gaps, and proactively address issues before they impact customers or business performance.
- • Serve as the primary escalation point for complex customer payment issues, personally handling white-glove service cases to set the standard for exceptional customer support.
- • Oversee end-to-end payment incident management, including real-time triage, communication, resolution, and post-incident reviews with root cause analysis and corrective action tracking.
- • Build and maintain a robust incident management framework with defined playbooks, escalation paths, and on-call protocols to ensure rapid response and minimal downtime.
- • Collaborate cross-functionally with Engineering, Product, Finance, Risk, and Legal teams to drive operational improvements, platform enhancements, and systemic risk mitigation.
- • Advocate for product and process changes based on customer issue patterns to reduce friction, increase automation, and improve long-term scalability of the payments experience.
- • Champion people-first leadership by modeling Zip’s core values, empowering team members to make decisions, and driving hiring, onboarding, and retention strategies to build a world-class operations team.
- • Stay current on payment industry trends, regulatory changes, and operational best practices to inform strategic decisions and ensure compliance with evolving standards.
- • Drive automation and tooling initiatives that scale operations without compromising quality, accuracy, or customer experience.
- • Work directly with ticketing systems and operational tooling to manage and resolve payment issues, ensuring seamless handoffs with the broader Customer Experience team.
- • Maintain a deep, hands-on understanding of payment rails, processing systems, reconciliation workflows, and the Zip Pay product ecosystem.
- • Contribute to the strategic roadmap for Payment Operations as the Zip Pay product scales, aligning team goals with company-wide growth objectives.
- • Work outside standard business hours as needed to respond to critical payment incidents or support global customer needs.
🎯 Requirements
- • 10+ years of experience in payment operations or financial services operations, with at least 2 years in a people leadership role
- • Demonstrated experience managing payment incident response under pressure
- • Strong understanding of payment systems, processing flows, reconciliation, and settlement processes
- • Proven ability to lead and develop teams while fostering accountability and ownership
- • Experience working directly on customer escalations and delivering empathetic, white-glove support
- • Data-driven mindset with experience tracking operational metrics and using insights to drive decisions
🏖️ Benefits
- • Start-up equity
- • Full health, vision & dental coverage
- • Catered lunches & dinners for SF employees
- • Commuter benefit
- • Team building events & happy hours
- • Flexible PTO
- • Apple equipment plus home office budget
- • 401k plan
Skills & Technologies
About Zip
Zip provides the world's leading agentic procurement orchestration platform, helping businesses manage spend from initial intake to final payment. Their comprehensive suite of products, including Intake-to-Procure, Procure-to-Pay, Supplier Onboarding, and AI Procurement Concierge, streamlines complex purchasing processes. Zip serves a broad spectrum of clients, from startups to enterprises across various industries like technology and financial services, empowering procurement, finance, and legal teams to gain control and efficiency. The platform is designed to facilitate smarter spending and mitigate risk, leveraging embedded AI capabilities for decision-making and driving cross-functional efficiency by integrating with existing tech stacks, a feature beneficial for distributed teams. Notably, Zip is trusted by over 1,030 global leaders, demonstrating its significant impact on optimizing business operations.
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