Global Payment Operations Manager

Company Overview

Veracross provides SaaS-based School Information Systems (SIS) designed to meet the specific needs of independent K-12 schools worldwide. Our one-record solution combines the power of a fully integrated single-record database, personalized communication tools, and an elegant architecture that is unique in our industry.

We are a growing, values-led community of 350 employees in the US, UK, and Australia who share a vision to unify school communities, improve the quality of education, and enhance learning. And we're succeeding! As of early 2024, we are supporting 3200+ schools in 60 countries.

Veracross is five product brands in one global tech company:

• Veracross SIS is a one-person, one-record school management platform

• Magnus Health provides cloud-based Student Health Record (SHR) solutions

• Digistorm connects with their communities through Digistorm Websites, Digistorm Funnel, and Digistorm Apps.

• Epraise incentivizes student well-being and connects teachers, students, and families.

• Firefly provides an online learning space for students and teachers

The Veracross Payments Team helps schools move money. The team performs critical manual escalations of money movement to ensure we collect and deliver those payments so schools can run effectively.

Payment Operations solves problems. We are a team of payment services, compliance, & incident management experts who understand how our banking system works and helps users and engineering when they have complex payment issues.

This team focuses on continuous improvement of automated and manual processes to move money including but not limited to project work, process engineering, reporting and analysis.

Role Summary

As a member of the Payments Team, the Global Payment Operations Manager serves as Manager of all operations, compliance, risk and service-oriented reporting and processes for our payments features embedded in the Veracross platform,

In this role, you will support the daily payment operations of partner schools? business offices, applying your knowledge of the Accounting and VC Pay products to support core business functions.

Additionally, this role will lead projects to improve and grow our payment solution globally. This includes working with clients, partners, vendors and internal stakeholders.

Job Responsibilities

• Interact directly with internal teams via multiple channels, including a ticketing system (Salesforce) and Zoom meetings, building rapport by consistently demonstrating expertise and professionalism

• Provide exceptional end-user (payer) support reporting, analysis and working with internal servicing teams

• Manage and prioritize multiple projects and daily activities

• Analyze payment issues, replicating, researching, and resolving technical problems and questions and guiding internal stakeholders to a solution

• Perform specific, limited operations within partner school databases and reporting requirements, adhering to established security practices and guidelines, and understanding the impact to the school's accounting operations

• Communicate internally with various support teams to escalate issues that cannot be resolved within Tier 1 support

• Communicate externally with school business offices and payments vendors to escalate non-technical and/or operational issues that cannot be resolved without their intervention

• Identify, update, and maintain internal and external knowledgebases to improve support documentation deficiencies using the Knowledge-Centered Service (KCS) methodology

Requirements

• 4+ years of operations experience, including at least 2+ years in direct payment operations, with a proven track record of success in scaling and optimizing payment systems.
• Proven track record of managing performance-driven operations / reporting processes
• Demonstrated ability to manage complex operational processes and relationships, including change management and process optimization.
• Experience maintaining operational working relationships with internal and external partners.
• Passionate about team management, with a strategic yet hands-on approach to leadership and development.

• Prior knowledge and experience with accounting, online payment processing, and/or banking industry
• Fluency in English with excellent verbal and written communication skills

• Ability to multi-task, continually reprioritize work, and work under various constraints

• Demonstrated aptitude for using, teaching, and communicating information about technologically sophisticated software to non-technical and non-treasury users

• Passionate about learning new software; able to use fundamental accounting principles to build, retain, and apply knowledge of the business modules software

• Highly motivated with the ability to work both independently and collaboratively as a member of a team

• Friendly with a positive attitude and a desire to contribute to a positive community culture

Bonus Points

• Knowledge of fintech, AP/AR, and/or B2B strategy
• Experience working on a global team
• Experience in a k-12 private school business office

A day in the life and how you'll make an impact:

• Manage and direct the activities of the domestic and international payment operations ensuring continuous, uninterrupted support from critical third parties.
• Lead production teams within incident management and suspicious activities that include, fraud reporting, loss, disputes, and recovery efforts, and the payment services teams that handle the day-to-day flow of funds including ?unhappy? flows.
• Collaborate consistently with internal stakeholders, including Risk & Compliance, Customer Experience, Legal, Product, GTM and others to proactively drive performance and manage risk.
• Execute strategies, resolve issues, and provide support on all operational matters regarding payments to drive operational efficiency, continuous improvement, and enhance the customer experience.
• Maintain in-depth knowledge of end-to-end transactional flows for payment channels.
• Keep up to date with industry-accepted best practices for payment processing, understanding current needs and trends, and recommending changes in existing processes as appropriate.
• Identify and communicate technical and/or business issues and solutions, including troubleshooting and coordinating with cross-functional teams in identifying and resolving issues that impact operations and the customer.
• Assume direct responsibility for managing vendors and critical third parties to ensure continuous, uninterrupted support.
• Anticipate emerging risks and mitigate existing risks relative to payment channel operations, prioritize and resolve issues.

Benefits

• 3?weeks of vacation?per year
• 14 paid holidays per year (including the week off between Christmas and New Year's Eve)
• 56 Hours of paid sick leave annually
• Top tier benefits -
• Medical, Dental & Vision (Blue Cross Blue Shield & EyeMed)
• Veracross LLC Fidelity 401(k) Plan - Managed by Sentinel Benefits

Salary at Veracross is determined by a variety of factors including, but not limited to: business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience. The compensation range for this position is $100k to $120k (annualized USD) in addition to potential bonus.

We value the power of an inclusive culture and a strong sense of belonging. We seek to infuse diversity and inclusion in everything we do while promoting a culture where differences are embraced as strengths; opportunities are equal and accessible; consideration and respect are the norm; and all team members are supported in reaching their full potential.