Director, Billing and Payment Operations (Remote in California)

About your role

Leading Billing and Payment Operations this role is responsible for ensuring 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 VP, Operations and be responsible to manage payments in the US, UK, EU and BR markets. 

How you will make a difference day to day

Strategy & Roadmap Execution 

• Lead 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, defining and documenting clear and unambiguous definitions of roles, responsibilities, handoffs and dependencies of each
• Identify opportunities for improvement and proactively organize resources to drive constant optimization of billing and payment processing platforms, tools and operations

Operational Excellence 

• Maintain expert level  understanding end to end billing and payment operations and drive increased internal 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, etc. in 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, accurate and optimal alerting and risk management solutions and tirelessly work to mitigate fraud losses/prevent fraudulent activity 
• Function as an extremely hands on leader maintaining detailed command of all billing and payment operations, reviewing operational results daily/hourly/as needed, ensuring KPI attainment, communicating and managing response to any variances 
• Maintain deep working knowledge of all aspects of end to end customer experience from product selection through to fulfillment and renewal and understand how bill/pay operations contribute to a successful customers experience, constantly evaluating and implementing improvements

Data & Reporting 

• Define and deliver regular, meaningful data analysis and insights based in deep understanding of the data and end to end business operations to inform and drive payment strategy and key decisions in each country Rocket Lawyer operates, including complete command, documentation and maintenance of end to end of all reporting methodologies, architecture, etc and ability to translate understanding into action and relevant communication
• Serve as subject matter expert 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
• Lead all efforts across the enterprise related to chargeback prevention and response ensuring Rocket Lawyer’s CB management is world-class

Vendor Management

• Own key vendor and industry relationships, including contract negotiation/execution/adherence and run regular vendor performance reviews (processors, risk services providers, etc.) ensuring all billing and payment processing expenses are closely monitored and optimized and vendor KPIs consistently met/exceeded 

Team Leadership

• Effectively lead a high performing Payment Operations team in a very hands on manner, Understand in detail each team member’s work product and contributions, 
• Continuously coach and develop and 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 the all facets of the payment card processing ecosystem, alternative payment method experience helpful
• 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 effectively communicate and convey critical information to all levels of the organization, tailoring style and content appropriately for all situations
• Experience with Stripe required 
• 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
• Fertility Assistance and Planning options
• 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