Payment Operations Manager

Payments at Gusto aren't just infrastructure, they're the reason people get paid on time, every time. Payment Operations sits within Gusto's Money team, a cross-functional group spanning Engineering, Product, and Operations that powers money movement across Gusto's growing product surface: core payroll, contractor payments, international money movement, and new business offerings like PEO.

As the Payment Operations Manager, you'll lead a team of Payment Operations Analysts and own the health of Gusto's payment operations end to end: the ACH, wire, RTP, and international contractor payment rails, the day-to-day operations behind our bank and payment partner relationships, and the operational side of the compliance programs that keep all of it running within regulatory bounds. You'll work closely with Engineering, Product, Accounting, Risk, Legal, and CX to get there.

This is a role for someone who can zoom in and personally work a ticket or partner escalation, and zoom out to manage the team and keep a compliance program on track, in the same afternoon. You build strong people, hold partners accountable, and bring rigor to how the team operates.

Here’s what you’ll do day-to-day:

Lead and grow the team

• Manage a team of Payment Operations Analysts. Hire, coach, and develop them, set clear expectations, and give direct feedback. Own team-level SLAs, on-call rotation and escalation paths, and reporting, and use data to spot where the team's processes are breaking down and fix the root cause, not just the symptom. You're accountable for the team's output and for the growth of the people on it.

Manage day-to-day bank and payment partner operations

• Own the operational relationship with our banking and payment partners, including issue triage, escalations, and operational reviews, and personally work individual tickets yourself when the queue backs up or SLAs are at risk. Partner closely with the team that owns the strategic partnership on renewals and due diligence.

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