Operation Manager, zBox (Payment & Billing System)
Full-time
As the Operations Manager for zBox, you will be the strategic and operational backbone of our internal billing and subscription ecosystem. Sitting at the intersection of Product, Engineering, Finance, and Customer Support, your mission is to architect scalable operational processes, automate the billing lifecycle, mitigate risks, and ensure a frictionless payment experience for our users.
🤖 What you will do
1. Operational Architecture & Process Excellence
- Establish, standardize, and maintain end-to-end operational frameworks (SOPs, SLAs, and RACI) for the billing system;
- Audit operational workflows to uncover bottlenecks, and proactively implement solutions for automation and cost-optimization;
- Build risk management mechanisms and tiered escalation protocols to maintain tight control over revenue leakage and fraud.
2. Cross-functional Coordination & Incident Management
- Translate operational pain points, edge cases, and user feedback into actionable product requirements and internal tooling improvements;
- Serve as the central point of contact across Product, Engineering, Finance/Accounting, Legal, Business, CS, and external payment partners to keep payment flows seamless;
- Act as direct PIC when billing/payment incidents occur – assess severity, coordinate cross-team resolution, and manage stakeholder communications;
- Provide business support and hand-over processes to the Customer Service team.
3. Billing Governance & Revenue Flow Management
- Ensure accurate configuration and application of pricing tiers, subscription packages, and promotional campaigns;
- Maintain high availability and conversion rates across all integrated payment gateways;
- Partner closely with Finance, Legal, and Compliance teams to ensure 100% accuracy in data reconciliation, revenue recognition, and adherence to regulatory standards.
4. Data Analytics & Proactive Monitoring
- Define and track operational performance metrics;
- Set up early-warning thresholds to proactively detect system errors or abnormal transaction behavior;
- Leverage operational data and user insights to continuously refine billing policies and product features.
👾 What you will need
1. Experience & Expertise
- At least 3–5 years of product operations experience in payment, fintech, or SaaS industries;
- At least 1–2 years in a Leadership/Management role;
- Solid understanding of payment operations, 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;
- 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 build dashboards to make decisions independently;
- Logical, clear communication. Able to connect business and product/technical teams effectively;
- Calm, decisive, and methodical when handling incidents.
