Manager, Card Operations - Escalations at Afterpay

| San Francisco, CA
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Join a movement in which everyone can win. We started a movement in which everyone can win – shoppers, retailers, society and every person on our team. To play fair, trust people and reward them for doing the right thing. We see and feel the impact of our work as more and more people gain financial freedom and retailers grow across the globe.

Founded five years ago in Sydney, Australia, Afterpay has millions of active customers globally and is offered at the world’s best retailers around the world including Anthropologie, Revolve, DSW, GOAT, Finish Line, Levi’s, Mac Cosmetics, Ray-Ban and many others. Afterpay is on a mission to power an economy in which everyone wins.

Afterpay is completely free for customers who pay on time – helping people spend responsibly without incurring interest, fees or extended debt. Afterpay empowers customers to access the things they want and need, while still allowing them to maintain financial wellness and control, by splitting payments in four, for both online and in-store purchases. Afterpay is deeply committed to delivering positive outcomes for customers. We are focused on supporting our community of shoppers.

We trust in the next generation and share a vision of a more accessible and sustainable world in which people are rewarded for doing the right thing.

The Opportunity 
As Afterpay grows as a global card issuer, it is critical that we evolve our operational capabilities with the ability to investigate and resolve the most complex payments issues. We are looking for a Manager, Card Product Escalations who enjoys digging deep into the tiniest details to solve problems for consumers and merchants. You, and your team, will become experts on Afterpay’s full suite of card products. You’ll relentlessly strive to find the root cause of issues and resolve them, while providing excellent service to our customers.

We are much more than our job descriptions, but here’s where you will begin….

- Provide subject matter expertise in resolving issues related to card issuing and processing across card products at Afterpay
- Build and manage a global team responsible for resolving escalations from Customer Support / Merchant Services and maintaining ongoing operational processes, related to Afterpay’s suite of card products
- Keep an eye out for trends and engage with external partners to drive resolution of payments issues, provide recommendations and work with key stakeholders on operational improvements to effectively manage or resolve persistent issues
- Partner closely with internal stakeholders to continuously provide feedback and improve processes

Who are you? (Qualifications) 
Like us, you’ll be deeply committed to delivering positive outcomes for customers and passionate about shaping the future of Afterpay.

- 6+ years experience in a customer facing implementation, operations, or product support focused role
- Strong knowledge of the payments ecosystem, ideally with a focus in the card issuing and tokenization space
- Confidence working with technical and non-technical cross-functional teams; you are able to understand and articulate customer needs, while understanding how things work so you can troubleshoot issues with technical teams
- Familiarity with APIs, specifically reading payloads
- Experience with SQL and log tools (e.g. Sumo Logic)
- People management experience, bonus points for managing a global team
- Bachelor’s Degree preferred, or equivalent combination of education and experience
 
You like to keep it real with your actions, be brave with your decisions, do the right thing for all our stakeholders and shape the future with excitement.

How we reward you. We have a pay for performance culture so you can expect to be rewarded for high performance. We pride ourselves on fairness and offer a competitive total reward package made up of salary, incentives and benefits including the opportunity to enroll in our share matching plan. 

We have a strong focus on health and wellbeing at Afterpay as we aim to support you to succeed in both your career and personal lives, such as providing employees with a corporate membership to Headspace. We offer a wide range of insurance programs so you have the flexibility to choose what is best for you. Afterpay covers 100% of the employee cost and 75% of the cost of your dependents. 

We value diversity and a collaborative and inclusive environment where everyone feels they belong is important to us.

How to Apply: We don’t know what the future holds. That’s the exciting part; we show up and make it happen. If you’re brave, if you’re committed to doing the right thing and excited by this opportunity, click apply now!

Afterpay is continuing to hire for all open roles with all interviewing and on-boarding done virtually due to COVID-19. All new team members, in addition to current staff, will temporarily work from home until it is safe to return to our offices.

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