Operation Manager, zBox (Payment & Billing System)
Full-time
We are looking for a Operation Manager to lead the zBox billing and payment infrastructure. You will be responsible for building operational processes, planning, and managing the entire lifecycle of the billing system for internal services, ensuring the system operates accurately, processes are automated, risks are minimized, and users enjoy a seamless experience, focusing on:
- Reporting & Management Portals: Providing actionable data insights & reduce operations cost
- Merchant & CRM: Streamlining partner relationships & CS quality
- Payment & Billing: Ensuring seamless payment UX and customer invoicing
🤖 What you will do
1. Build, standardize, and optimize operational processes
- Establish, standardize, and maintain a standard operational framework (SOP, SLA, RACI) for the system;
- Directly review the end-to-end operational flow, identify bottlenecks, and proactively design and implement solutions to optimize operations and costs;
- Establish a risk management mechanism and a tiered exception-handling structure, ensuring flexibility in handling cases while maintaining tight control over revenue leakage and fraud.
2. Cross-functional Coordination & Incident Management
- Lead day-to-day (BAU) operational coordination: act as the key point of contact between relevant business functions (Customer Service, Accounting/Finance, Sales, Tech, Product, and relevant partners), quickly resolving cross-departmental issues to keep payment flows running smoothly;
- Bridge operations and product: translate real-world operational problems and bottlenecks into requirements for the product team;
- Act as the direct PIC when payment incidents occur: assess severity, coordinate resolution, and communicate with relevant stakeholders;
- Provide business support and hand over processes to the Customer Service team.
3. Billing operations & revenue flow management
- Manage and oversee the application of pricing policies, promotions, and service plans. Ensure absolute accuracy of charging data and invoices;
- Ensure the continuity of payment flows and maintain stability across connected payment gateways;
- Work alongside relevant functions such as Legal and Compliance to ensure payment flows meet regulatory requirements and risks are controlled;
- Collaborate closely with relevant teams on data reconciliation.
4. Data monitoring & early warning
- Build and track a set of operational performance metrics;
- Set up early-warning thresholds to proactively detect system errors or abnormal transaction behavior;
- Directly analyze operational data and user feedback to continuously propose improvements to policies and products.
👾 What you will need
1. Experience & Expertise
- At least 3–5 years of experience in product operations, payments, Fintech, or SaaS;
- At least 1–2 years in a Lead/Manager role;
- Solid understanding of payment operations, the subscription lifecycle, reconciliation and revenue recognition processes, and refund/dispute (chargeback) handling;
- Hands-on experience working with Product & Tech teams to design, build, or upgrade internal management tools.
2. Skills & Mindset
- Architectural & execution mindset: able to plan end-to-end processes while also directly solving complex operational problems;
- Data-driven mindset: strong ability to read and analyze operational data; able to perform basic data queries (SQL) or work with/build dashboards to make decisions independently;
- Communication & coordination skills: logical, clear communication; able to connect business and product/technical teams effectively;
- Calm, decisive, and methodical when handling incidents.
