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
