Payment Operations Manager at Upwork
Santa Clara, CA, US

Upwork ($UPWK) is the world's largest freelancing website. Each year $1.7 billion of work happens through Upwork, allowing businesses to get more done and helping professionals break free of traditional time and place boundaries and work anytime, anywhere on projects they love. At Upwork, you'll help build on this momentum. Together, we'll create economic and social value on a global scale, providing a trusted online workplace for businesses to connect with extraordinary talent and work without limits. 


The Upwork Global Payments team delivers trusted, seamless, cost-optimized payment experiences to drive the success of our customers and Upwork. As a Payment Operations Manager you will be responsible for handling all payment day-to-day operational activities (both inbound and outbound), driving operational efficiencies and ensuring all payment flows are handled to the highest standards.

Your Responsibilities:

    • Ensure all Payment Processing exceptions are addressed within service levels.
    • Deep dive the payment customer experience and understanding the nuances of payment methods and payment experiences (inbound & outbound).
    • Collaborate with internal teams to find opportunities to drive operational efficiencies and improve the customer experience.
    • Build out & scale operations processes, support model and team.
    • Drive resolution and prioritization of ad-hoc requests across cross-functional partners
    • Own documentation of processing issues
    • Monitor and analyze metrics for assessing performance & improvements.
    • Lead a team of 4 remote agents, drive team’s performance through mentorship and permanent training


What it takes to catch our eyes:

    • 4+ years of meaningful work experience with process improvements and payment operations.
    • 3+ years of experience managing, supporting and training a team.
    • Approach problems with rigorous quantitative and strategic analysis, identifying problems and solution finding.
    • Experience in leading cross-functional teams and engaging external parties.
    • Detail-oriented with great organizational skills, and analytical mind-set, but also comfortable with ambiguity.


How to really knock our socks off:

    • 3+ years of experience in payments (inbound and outbound) in a digital environment. Deep understanding of B2B environments, e-commerce & payments landscape.
    • Experience managing vendor relationships.
    • Experience with Looker.



Come change how the world works.


At Upwork you’ll help shape the future of work. From our offices in San Francisco, Mountain View and Chicago, together we’re creating exciting new opportunities for a world of professionals. You’ll be part of a vibrant culture built on shared values: Inspire a boundless future of work, Put our community first, Have a bias towards action, and Build amazing teams. Along the way you’ll have fun and enjoy the perks of a people-first company: Work from Home Wednesday's, daily breakfast and lunch, regular in-office happy hours, top-notch benefits … and more. Check out Upwork’s spotlight on The Muse for a glimpse of our daily work/life balance.


Upwork is proudly committed to recruiting and retaining a diverse and inclusive workforce. As an Equal Opportunity Employer, we never discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.