Operations & Services Manager, New York/Hybrid

Build Your Career | Love your Work | Make a Difference 

Payoneer’s mission is to empower businesses to go beyond – beyond borders, limits and expectations. In today’s digital world, Payoneer enables businesses of all sizes from anywhere in the world to access new economic opportunities by enabling them to transact globally as easily as they do locally. 

Payoneer’s digital payments platform streamlines global commerce for millions of small businesses, marketplaces and enterprises from over 200 countries and territories.  Leveraging robust technology, compliance, operations and banking infrastructure, Payoneer delivers a suite of services that includes cross-border payments, working capital, tax solutions and risk management.  Powering growth for customers ranging from aspiring entrepreneurs in emerging markets to the world’s leading brands like Airbnb, Amazon, Google and Upwork, Payoneer makes global commerce easy and secure.  

Payoneer is looking for an experienced Operations & Services Manager who is people leader that will inspire our Ops & Services team. This role is responsible for executing tactical objectives while fulfilling our commitment to superior customer service and a positive client experience. You’ll work closely with global Ops & Services team leads to ensure we’re delivering excellent customer experience across multiple languages and time zones.  The ideal candidate is someone who is passionate about people and who can get the best out of the team while helping them to grow individually.

What you’ll do:

• Serve as management point of contact for Customer Experience-related workstream: Customer Approval Department (KYC), Payment Review Department (PR) and CC Business Team who handle Enterprise related clients.
• Drive operational excellence of the captioned functions, by leading and carry initiatives to assure the different performance KPIs are being met.
• Ensure the quality of our service through QA, shadowing, feedback sessions, trainings as required, etc.
• Oversea each managed function’s daily performance and execution
• Establish, maintain, and enhance operational framework that interact with different stakeholders regionally and globally.
• Lead and ensure the successful deployment and implementation (flows and systems) of projects in and for the region.
• Own and manage crisis management and escalations occurring in the region/time-zone.
• Ability to represent Ops and Services on internal & external calls/meetings with business teams and external stakeholders.
• Work cross functionally to localize flows and knowledge aimed to improve regional CX.
• Heavily integrate with outsource teams’ management to assure CX of regional tickets.
• Create and action career development plans and mentorship to managed reps.
• Manage resource planning and participate in recruitment process.
• Manage employees’ well-being and engagement along with their life cycle, supported by HRBP

What we’re looking for:

• A strong people manager with 1-3 years’ experience as a team lead/manager
• Motivated self-starter who can learn quickly in a fast-paced environment.
• Flexible and able to adapt to new priorities/game plans quickly and efficiently.
• Fintech/finance experience – an advantage
• Passionate and committed professional with excellent interpersonal skills.
• Great team player who cares and willing to help other colleagues.
• Positive mindset who can turn challenges into opportunities.
• Bachelor’s degree in Business Management, Information Management, or related disciplines
• High level of attention to detail and an ability to complete competing priorities swiftly.
• Proficient in MS Office 
• Strong written and verbal communication skills

***This role will be based in our New York, NY office 2+ days per week***

What we offer:

• Outstanding medical, dental, and vision insurance (individual plan 100% covered) and FSA
• 401K with employer match
• Fitness/Wellness reimbursement 
• Generous PTO, paid holidays, and parental leave
• Learning and development opportunities
• Flexible work from home schedule
• Volunteer activities
• Fun office culture with supportive leadership

Join the Payoneer Family - check out Our Values and apply today!

Payoneer is committed to fostering a diverse and inclusive workplace. Payoneer is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, ancestry, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by law. If you are interested in applying for employment with Payoneer and need special assistance or an accommodation to use our website or to apply for a position, please email RecruitmentUS@payoneer.com. Determinations on requests for reasonable accommodation are made on a case-by-case basis.

In accordance with New York City Law, below is the annual base salary range for this position. Actual annual base salary is based on, but not limited to: experience, education, professional licenses, location and business needs. The position is eligible for health insurance, disability insurance, life insurance, 401k plan, paid-time off, and sick (and where applicable safe) leave. This position is also eligible for a discretionary year-end bonus.

The annual base salary range for this position is: $90,000 - $120,000

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