Zip Co

Payment Business Lead

Zip Co • $185K — $230K *
San Francisco, CA 94112In-Person
Finance & Insurance
8 - 10 years of experience
Reposted Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • 10+ years in payment operations or financial services, with 2 years in a leadership role.
  • Experience in payment incident response and effective crisis leadership.
  • Strong knowledge of payment systems and reconciliation processes.
  • Proven ability to develop and lead high-performing teams.
  • Direct experience resolving complex customer escalations with empathy.
  • Data-driven approach to tracking operational metrics and using insights for improvements.
  • Excellent collaboration skills with cross-functional teams including Engineering and Product.

Responsibilities

  • Lead and develop a high-performing payment operations team with a focus on accountability and improvement.
  • Oversee daily operations of the payments platform to ensure smooth payment processes.
  • Define and refine operational procedures and workflows for the team.
  • Monitor operational metrics and SLAs, addressing gaps proactively.
  • Manage payment-related incidents and ensure effective resolution and communication.
  • Identify systemic risks and collaborate with other teams to prevent recurring issues.
  • Provide white-glove service for customers with complex payment issues.

Benefits

  • Start-up equity
  • Full health, vision, and dental coverage
  • Catered lunches and dinners for SF employees
  • Commuter benefits
  • Team-building events and happy hours
  • Flexible PTO
  • Apple equipment plus home office budget
  • 401k plan
Full Job Description
Your Role

We are looking for a business lead for our payment business to lead and elevate our payment product. This is a high-impact leadership role at the heart of Zip's flagship Zip Pay product - a role where you will shape the future of how customers are supported, how incidents are managed, and how our payments platform operates at scale.

Key Responsibilities

Team Leadership & People Management
  • Scale Zip's payment business from $14m to $50m in the next 4 years
  • Ensure we have the industry leading payment product for our focus ICP
  • Align cross functional teams on focus ICP and optimize the GTM assets, enablement, and sales process to win 90%+ of deals in our focus ICP
  • Improve payment related CSAT.
  • Drive product parity to industry leading payment providers. Drive product & GTM to become the industry leading Payment product across expanded ICP in the next 12 months
  • Help launch Payment product successfully for enterprise clients.
  • Develop long-term strategy for Zip Pay to support $50B payments annually
  • Proactively identify systemic risks and work with Engineering and Product teams to prevent recurring issues.
Responsibility
  • Own the P&L for the Payment segment, setting financial goals and managing the business to achieve growth targets.
  • Represent Zip leadership on critical enterprise Payment implementations during the sales process.
  • Enable Product Managers to identify the resource plan and path to be the industry leading payment provider within 24 months.
  • Work with the Product team to prioritize features to best serve our ICP and maximize CSAT improvement.
  • Manage Payments Partnerships
  • Help identify and find long term payment partners to process $50B+ payments volume
  • Validate new features and revenue opportunities with existing clients.
  • Enhance collaboration between Payment Ops and EPD to drive better process efficiency.
  • Coordinate with PMM to develop assets, narratives and value propositions to effectively target buyers. Develop customer facing documentation and sales enablement
  • Monitor payment health proactively to track issues ahead of time; working with engineers/finance to forecast transaction ARR and identify high potential oppy.
  • Team leadership: build, lead, and mentor a high-performing team across GTM, marketing, product, and operations


Qualifications

We're looking for a candidate who combines operational depth and business savy-ness with people leadership excellence. The ideal candidate brings:
  • 10+ years of experience in payment business, or financial services operations, with at least 2 years in a people leadership role.
  • Strong understanding of payment systems, processing flows, reconciliation, and settlement processes.
  • Proven ability to lead and develop teams - you are known for bringing out the best in the people around you.
  • Experience working directly on customer escalations and delivering exceptional, empathetic customer service.
  • Data-driven mindset with experience tracking operational metrics, and using insights to drive decisions and recommendations, leveraging tools such as Claude.
  • Excellent cross-functional collaboration skills and experience working alongside Engineering, Product, Finance, and Risk teams.
  • Strong written and verbal communication skills, with the ability to communicate complex issues clearly to both technical and non-technical stakeholders.


Nice to Have
  • Familiarity with payment platforms with payment methods such as local bank transfers, and wires
  • Background in compliance, fraud operations, or risk management in a payments context.
  • Experience using ticketing systems (e.g., Zendesk) and operational tooling at scale.
  • Bonus point if you have experience working with AI


This role will require you to work outside of business hours from time to time based on business needs.

The salary range for this role is $185,000-$230,000. The salary for this position is determined based on a variety of job-related factors that may include location, relevant experience, education, or particular skills and expertise.

Perks & Benefits

At Zip, we're committed to providing our employees with everything they need to do their best work.
  • 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

About Zip Co

Zip Co Limited previously known as ZipMoney Limited is an Australian public limited financial technology company. The company was founded in 2013 and is headquartered in Sydney. In September 2020, Zip acquired the US-based ‘Buy Now, Pay Later’ company Quadpay to grow its American footprint. The company now has operations in Australia, Canada, Czech Republic, India, Mexico, New Zealand, the Philippines, Poland, Saudi Arabia, Singapore, South Africa, UAE, the United Kingdom and the USA. It currently has around 81,000 retail partners and over 9,900,000 customers. As of March 2021, Zip Co's market cap was $5.83 billion.
Learn more about Zip Co
Industry
Finance & Insurance
* Ladders Estimates

Similar Jobs

Ad banner background

Get Ready For Your
Next Interview

More Jobs at Zip Co

More Finance & Insurance Jobs

Find similar Payment Business Lead jobs:

NationwideSan Francisco, CA