Manager, Payment Operations

About the role

Enterprises, financial institutions, and developers use Circle to power trusted, internet-scale financial innovation. As we grow as an organization, we're expanding into some of the world's strongest jurisdictions. Speed and efficiency are motivators for our success and our employees live by our company values : High Integrity, Future Forward, Multistakeholder, Mindful, and Driven by Excellence.

What you'll do

• Own shift design, rostering, coverage planning, and handoffs across a 24x7 model, including leave, surge and holiday planning, and the coverage math that sits behind it
• Own live queue management, ensuring incoming partner queries and detected exceptions are picked up, triaged, worked, and closed within SLA
• Own the escalation path
• Senior Analysts are the first escalation point and work the hardest cases
• Build and run analyst onboarding, continuous training, certification, and competency development, using actual case output to identify individual gaps

What you need

• 2–5 yrs of experience
• Reconciliation
• SOP writing
• Compliance
• Performance management
• Any graduate