Payment Operations Manager (Marketplace Payments)

Upwork ($UPWK) is the world’s work marketplace. We serve everyone from one-person startups to over 30% of the Fortune 100 with a powerful, trust-driven platform that enables companies and talent to work together in new ways that unlock their potential.  

Last year, more than $3.3 billion of work was done through Upwork by skilled professionals who are gaining more control by finding work they are passionate about and innovating their careers. 

Our Global Payments team is responsible for ensuring clients from anywhere in the world can pay for their projects, and freelancers located anywhere in the world can get paid for doing the work. The future of work cannot happen without the ability to move money. Given our tremendous growth over the past year, we are expanding our team and are looking for a Manager of Global Payment Operations to help support our Payment Operations & Chargebacks teams. 

Specifically, we are looking for a self-starter, who will be responsible for managing our payment operations team members,  respond to customer inquiries to provide a stellar customer payment experience, analyzing our operations data to identify patterns, discover process improvements / efficiencies,, support cross-functional partners, review and assist on escalated and ad-hoc tasks from our Payment Operations & Chargebacks teams. 

• Support and lead the management of the Payment Operations team (remotely), and help to ensure the success of all run-the-business and critical operational functions: Improve team efficiency and accuracy, Meet service levels and standards, Increase customer satisfaction
• Act as the payment operations subject matter expert for the team and company
• Handle escalations and troubleshooting from Payment Operations (& Chargeback teams where needed) including drafting of email communication
• Monitor daily/weekly transaction activity, and improve pay-in and pay-out transaction success rates across all payment platforms
• Work with our third-party payment processors to resolve any issues impacting our operations
• Review and approve daily and weekly Ops manager reports
• Create payment monitoring reports/dashboards to analyze trends and identify insights to improve payment auth rates and discover problem areas
• Partner with our Payments Strategy team to implement and execute projects
• Support cross-functional partners and communicate operational needs for new and existing products on behalf of payment operations
• Handle payment reconciliations where needed
• Develop and document processes, and cross-train where needed

• Proven experience in ecommerce payments processing and knowledge of the payment card industry
• Knowledge of other payment methods including ACH, wire, direct-to-local bank, PayPal, etc are great to have but not required
• Strong logical and critical thinking skills
• Extraordinary customer service skills
• Demonstrated experience in analysis and presentation of results in a clear and effective manner
• Excellent communication skills
• Sound judgment and ability to recognize and deliver improvements to team
• operations
• Exceptional analytical skills, including advanced knowledge of Excel, with the ability to generate insights and action plans from data
• Desire to work and adapt in a fast-paced environment with the ability to multi-task and manage multiple projects / responsibilities
• Proficient in Google Suite, Looker, and Slack
• Solid experience in ecommerce payments processing and knowledge of the payment card industry and various other payment methods
• You have a passion for empowering people around the world and helping customers succeed
• Your strategic and creative thinking enables you to understand industry and customer trends and apply those insights to deliver business results
• Strong willingness and self-discipline to contribute to a team
• Knowledge of SQL or willingness to learn

At Upwork, you’ll shape talent solutions for how the world works today. We are a remote-first organization working together to create exciting remote work opportunities for a global community of professionals.  While we have physical offices in San Francisco and Chicago, currently we also support hiring of corporate full-time employees in 19 states in the United States. Please speak with a member of our recruitment team to determine whether you are located in a state in which we are hiring corporate full-time employees. 

Our vibrant culture is built on shared values and our mission to create economic opportunities so that people have better lives. We foster amazing teams, put our community first, and have a bias toward action. We encourage everyone to bring their whole selves to work and grow together through development opportunities, mentorship, and employee resource groups. Oh yeah, we’ve also got amazing benefits.

Check out our Life at Upwork page to learn more about the employee experience.   

Upwork is proudly committed to recruiting and retaining a diverse and inclusive workforce. As an Equal Opportunity Employer, we never discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

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