Payment Operations Lead

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September 11

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Owner.com

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Owner is the all-in-one platform for managing a restaurant's digital presence. We empower restaurant owners to truly own their restaurant, on the web. Our product helps them take back control from large corporations who are stealing their customer relationships and charging them unfair fees.

11 - 50 employees

📋 Description

• Design and implement scalable payment operations processes and controls, ensuring reliable reconciliation, dispute handling, and settlement. • Oversee operational risk management (onboarding reviews, transaction monitoring, chargebacks) and partner with Product/Analytics on risk model improvements. • Monitor and improve payment performance metrics (approval rates, chargeback ratios, settlement timeliness) to enhance merchant trust and retention. • Partner with Product, Engineering and Analytics to automate operational workflows, reduce manual intervention, and embed ops requirements into product design. • Ensure regulatory compliance and risk management as Owner.com evolves its payments infrastructure and prepares for new markets and payments channels. • Collaborate closely with Support to improve merchant experiences and streamline escalations. • Develop operational playbooks, dashboards, and reporting to provide visibility into performance and risk. • Lead remediation of operational incidents and drive continuous improvement. • Over time, hire and grow a high-performing Payment Operations team.

🎯 Requirements

• 5–10 years of experience in payments, fintech, SaaS, or payment operations roles. • Direct experience with platform payments or marketplace models (Stripe, Adyen, or similar). • Strong understanding of payment performance levers (fraud, chargebacks, approval optimization, settlement) and regulatory frameworks (KYC/KYB, AML, PCI, card network rules). • Hands-on experience in operational risk management, including onboarding risk, transaction monitoring, and chargeback processes. • Proven ability to design scalable processes, implement controls, and own operational metrics. • Excellent problem-solving and data analysis skills; comfortable using tools/SQL to dive into payments data. • Demonstrated cross-functional collaboration skills with Product, Engineering, Support, and Finance. • 2+ years of experience leading or mentoring a team, with readiness and excitement to roll up sleeves as an individual contributor in the short term. • Entrepreneurial mindset: thrives in ambiguity, adapts quickly, and takes ownership to drive outcomes.

🏖️ Benefits

• The estimated base salary range for this role is $65,000 - $85,000, plus a generous pre-IPO equity package • Other benefits include comprehensive health coverage, remote-first workplace, unlimited PTO - plus extra fun perks!