[Hiring] Manager, Payment Operations @Circle

Role Description

You’ll own the day-to-day Payment Operations function supporting Circle Payments Network, with accountability for:

• Operational coverage
• Queue performance
• Escalations
• Investigation quality
• Team capability
• Process execution across a 24x7 environment

You’ll develop analysts from onboarding through independent case ownership, maintain a high bar for operational quality, and ensure the team has the processes, training, documentation, and performance management needed to operate effectively. You’ll also be the domain expert on the network and the senior operational escalation point for issues that cannot be resolved within the team.

What you'll work on

• Own shift design, rostering, coverage planning, and handoffs across a 24x7 model, including leave, surge and holiday planning.
• Own live queue management, ensuring incoming partner queries and detected exceptions are picked up, triaged, worked, and closed within SLA.
• Own the escalation path; decide when an issue needs to leave the team and move to Engineering, Product, or partner-facing leadership.
• Build and run analyst onboarding, continuous training, certification, and competency development.
• Establish and operate the QC program, including case sampling, review, calibration, error taxonomy, investigation standards, and feedback loops into training and SOPs.
• Own the operational metrics the function reports on, including Time to Acknowledge (TTA), Time to Resolve (TTR), SLA compliance, and volume and failure trends by shift, partner, and rail.
• Develop and maintain current, usable SOPs and runbooks that reflect how the team actually works.

Qualifications

• 8+ years in payment operations, payment investigations, settlement operations, or a comparable operations function at a payments company, fintech, or bank.
• 2+ years directly managing a team of operations analysts as a Team Lead, Assistant Manager, or Manager.
• Hands-on ownership of at least one full shift roster in a 24x7 or extended-coverage operation.
• Demonstrated ownership of training and ramp; ability to name analysts taken from new to independent.
• Demonstrated ownership of process and documentation; experience writing SOPs and runbooks.
• Cross-border payments depth, including correspondent banking, SWIFT/MT103, local rails, reconciliation, exception handling, and settlement investigations.
• Comfortable working from data; ability to set targets, track them, and defend the numbers.

Requirements

• You have done this in a team that was being built, not one that was already running.
• You have run an operation where the SLA mattered to a customer or partner.
• You have exposure to stablecoins, crypto rails, or digital assets.
• You actively use AI tooling in your own work and have a point of view on its impact on operations.

Benefits

• Starting pay is determined by various factors, including relevant experience, skill set, qualifications, and other business and organizational needs.
• Compensation ranges may differ for candidates in other locations.