Payment Operations Manager

Join Gusto as a Payment Operations Manager, where you'll lead a team of Payment Operations Analysts and oversee the health of Gusto's payment operations. You'll manage day-to-day bank and payment partner operations, execute compliance programs, drive incident response, and partner with Product and Engineering. This role requires strong people leadership, a deep understanding of payment operations, and the ability to operate in ambiguity.

• Lead and grow a team of Payment Operations Analysts, managing day-to-day operations and ensuring team-level SLAs are met.
• Own the operational relationship with banking and payment partners, including issue triage, escalations, and operational reviews.
• Execute the day-to-day work behind Gusto's Nacha, unclaimed property, and bank compliance programs, and Payment Ops' portion of SOC 1 audits.

• Track record of operating within a compliance program (Nacha Risk Self-Assessment, SOC 1, unclaimed property, or similar), including audits and controls work
• Experience managing the operational side of a bank or payment partner relationship, including escalations, issue triage, and partner reviews
• Nacha AAP or AFPP certification is a strong plus
• Comfortable operating with real ambiguity and driving cross-functional work without needing a fully defined process
• AI-fluent: you use it as a genuine lever for yourself and expect your team to as well
• Strong people leadership: you've hired, coached, and managed performance for a team of analysts or similar operational ICs
• 7+ years of hands-on experience in payment operations, banking operations, or treasury operations, including direct ownership of escalations, partner issues, or ticket queues, and 2+ years directly managing a team
• Deep working knowledge of domestic payment rails (ACH/Nacha, wires, RTP) and experience with international money movement is a strong plus