Payments Operations Specialist

WHAT IS BOX? 

Box (NYSE:BOX) is the leader in Intelligent Content Management. Our platform enables organizations to fuel collaboration, manage the entire content lifecycle, secure critical content, and transform business workflows with enterprise AI. We help companies thrive in the new AI-first era of business. Founded in 2005, Box simplifies work for leading global organizations, including JLL, Morgan Stanley, and Nationwide. Box is headquartered in Redwood City, CA, with offices across the United States, Europe, and Asia.

By joining Box, you will have the unique opportunity to continue driving our platform forward. Content powers how we work. It’s the billions of files and information flowing across teams, departments, and key business processes every single day: contracts, invoices, employee records, financials, product specs, marketing assets, and more. Our mission is to bring intelligence to the world of content management and empower our customers to completely transform workflows across their organizations. With the combination of AI and enterprise content, the opportunity has never been greater to transform how the world works together and at Box you will be on the front lines of this massive shift.

WHY BOX NEEDS YOU 

We’re building a new Payment Operations function to accelerate cash flow, reduce fraud losses, and improve our customers’ checkout experience. As a Payment Operations Specialist, you’ll partner with e-commerce, collections, and our payment vendors to lift authorization rates, lower transaction costs, and expand payment options that support ARR growth.

This is a high-impact role with executive visibility. You’ll analyze performance across our payments stack, run experiments to recover declines, fine-tune fraud controls, and help implement initiatives like a hosted payment page, dual processors, and wallets such as Apple Pay and Google Pay.

WHAT YOU'LL DO 

• Analyze credit card performance (auth rates, decline codes, costs) and identify opportunities to increase approvals and reduce fees.

• Lead fraud and decline management initiatives, balancing risk controls with conversion and customer experience.

• Partner cross-functionally with e-commerce, collections, finance, and external processors/vendors to execute payment experiments and operational improvements.

• Build and maintain dashboards and reporting that track payment KPIs, vendor performance, and experiment outcomes.

• Support system and process implementation such as hosted payment page, introduction of dual processors, and expansion of digital wallets (e.g., Apple Pay, Google Pay).

• Develop and document scalable payment operations processes, SLAs, and vendor scorecards.

• Translate business goals into testable hypotheses; define success metrics and deliver measurable results.

• Communicate insights and recommendations clearly to both technical and non-technical stakeholders.

WHO YOU ARE 

We are an AI-first company. This means you approach your work with a growth mindset and find ways to leverage AI to help make faster, smarter decisions that will 10X your impact at Box.

• 2+ years of hands-on payments operations experience in e-commerce, retail, fintech, or financial services.

• Working knowledge of authorization flows, issuer/processor dynamics, decline code analysis, chargebacks/disputes, and payment cost levers.

• Experience with fraud management and detection approaches and how they impact conversion and customer experience.

• Strong cross-functional collaborator with experience influencing partners and managing vendor relationships.

• Analytical problem solver comfortable with data, experimentation, and translating findings into action; experience with dashboards/reporting tools.

• Clear, concise communicator who is curious, questions assumptions, and drives process improvements.

• 70% payments operations
• 20% fraud detection
• 10% meetings

Box lives its values, with community and in-person collaboration being a core part of our culture. Boxers are expected to work from their assigned office a minimum of 3 days per week. Your Recruiter will share more about how we work and company culture during the hiring process.

At Box, we believe unique and diverse experiences benefit our culture, our products, our customers, our company, and our world. We aim to recruit a passionate, high-performing workforce that reflects the world we live in. If you are head-over-heels about this role but unsure if you meet all the requirements, we encourage you to apply!

EQUAL OPPORTUNITY

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability, and any other protected ground of discrimination under applicable human rights legislation. Box strives to respect the dignity and ‎‎independence of people with disabilities and is committed to giving them the same ‎‎opportunity to succeed as all other employees. Inclusiveness is core to our culture at Box, and we strive to ensure you get the most from your interview experience.

Box makes reasonable accommodations for applicants with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, please complete this form. Reasonable accommodations may include scheduling adjustments, document dictation and beyond.

Notice to applicants in Los Angeles:  Box, Inc and its related branches will consider for employment, qualified applicants with criminal histories in a manner consistent with the Los Angeles Fair Chair Ordinance.  The Fair Chance Ordinance is provided here. 

Notice to applicants in San Francisco:  Box, Inc and its related branches will consider for employment, qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chair Ordinance.  The Fair Chance Ordinance is provided here. 

For details on how we protect your information when you apply, please see our Personnel Privacy Notice. If you are a California-resident, please read our California Applicant & Candidate Privacy Notice here.

#LI-Hybrid
#LI-KS2