Role Overview

The Retail Payments Operations is responsible for the overall operational performance, stability, and integrity of retail payment systems across instore and digital channels. This role owns payments issue management, settlement accuracy, fraud operations, and vendor performance, while leading and developing a team of Payments Administrators.

This position serves as the senior operational authority for payments, partnering closely with Technology, Finance, Risk, Store Operations, and external payment providers to ensure payment systems are reliable, secure, and scalable.

Key Responsibilities

Payments Operations Leadership

Own the day to day health of the retail payments ecosystem, including:

Card authorization and processing
POS and gateway connectivity
Settlement, funding, and reconciliation

Act as the final customer concern point for high severity payment incidents
Establish operational standards, partner concern paths, and response playbooks
Lead postincident reviews and drive corrective and preventive actions
Team Leadership & Development
Handle, coach, and develop a team of Payments Administrators
Set performance expectations and benchmarks for:
Incident resolution
Settlement accuracy
Fraud and chargeback handling
Ensure appropriate coverage for business critical periods (e.g., peak retail hours)
Build payments operations expertise and resiliency within the team

Required Qualifications

Experience & Expertise

7+ years of experience in payments operations, retail technology, finance operations, or related fields
3+ years of experience leading or managing teams

Deep understanding of:

Card payment lifecycle (authorization → settlement → funding)
Retail POS environments
Payment processor operations and reporting
Proven experience managing high impact payment incidents in a retail environment
Technical & Analytical Skills
Strong ability to analyze settlement files, processor reports, and transaction data
Experience driving operational improvements and automation
Comfortable working across multiple payment platforms and systems
Risk, Compliance & Financial Controls
Strong solid understanding of:
PCIDSS requirements
Chargeback and dispute processes
Fraud monitoring and mitigation
SOX and audit controls related to payments

Leadership & Communication Skills

Strong people leadership and coaching skills
Clear, executive ready communication during incidents and reviews
Ability to influence across Technology, Finance, Risk, and Store Operations
Calm, decisive leadership during payment outages or business critical events

Senior Enterprise Technology Engineer