Director, Payment Operations (Remote in North Carolina)

About the Role

The Payments team enables consumers to pay for their digital content and services by maximizing acceptance and minimizing friction in the purchasing experience at Rocket Lawyer. This role will report to the VP, Operations and be responsible for managing payments in the US, UK, EU and BR markets. 

Responsibilities

• Own Rocket Lawyer’s overall payment processing operations in partnership with Finance, Product Management, Engineering, Risk/Security and external platform partners
• Drive constant optimization of payment processing architecture and operations to increase customer satisfaction, improve customer experience, increase transaction success rate and minimize refunds and chargebacks in all our countries of operation
• Partner with Product leadership to help define and implement new payment initiatives with cards, ACH, and alternative payment methods
• Ensure Rocket Lawyer is using the optimal set of payment processing, alerting, and risk management solutions and tirelessly work to mitigate fraud losses/prevent fraudulent activity 
• Define and deliver regular, meaningful data analysis and insights based on deep understanding of the data and business operations to inform and drive payment strategy and key decisions in each country Rocket Lawyer operates
• Serve as subject matter expert for all payment-related discussions and efforts across the enterprise 
• Lead all efforts across the enterprise related to chargeback prevention and response ensuring Rocket Lawyer’s CB management is world-class
• Own key vendor and industry relationships, including contract negotiation/execution/adherence and run regular vendor performance reviews (processors, risk services providers, etc.) ensuring all payment processing expenses are closely monitored and optimized
• Effectively lead the Payment Operations team in a very hands-on manner, understanding in detail each team member’s work product and ensuring excellent morale and continuous improvement 
• Maintain detailed command of Rocket Lawyer billing processes, policies, and tools

Requirements

• 8-10 years in payments at a SaaS or subscription-based e-commerce or peer-to-peer payments business
• Expert-level understanding of credit/debit card processing, intimate familiarity with the card processing ecosystem, and experience with alternative payment methods
• Experience with Stripe and Adyen is 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
• Experience with alternative payment methods, i.e., cryptocurrency and token-based payment systems 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

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