Director, Payment Operations - Remote Eligible

Director, Payment Operations

Zip is looking for a strategic and hands-on Director, Payment Operations to lead and elevate our Payment Operations function. 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.

You will lead a talented team, directly oversee payment incident management, and serve as an escalation point and white-glove service provider for complex customer issues. You bring equal parts operational rigor, customer empathy, and team-building excellence.

The responsibilities include:

• Team Leadership & People Management
• Payment Operations Management
• Payment Incident Management
• Customer Experience & White-Glove Support
• Strategy & Continuous Improvement

Qualifications include:

• 10+ years of experience in payment operations, or financial services operations, with at least 2 years in a people leadership role.
• Demonstrated experience managing payment incident response, with the ability to stay calm and lead effectively under pressure.
• 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.
• 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.
• A bias for action combined with a process-oriented mindset — you improve what exists while keeping operations running.

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.
• 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 include:

• 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

We're looking to hire Zipsters and that means hiring people who take ownership, communicate openly, have an underdog mindset, and are excited to increase the pace of innovation for every business in the world. We encourage all candidates to apply even if your experience doesn't exactly match up to our job description. We are committed to building a diverse and inclusive workspace where everyone (regardless of age, religion, ethnicity, gender, sexual orientation, and more) feels like they belong. We look forward to hearing from you!