Head of Payment Operations

About the role

As Head of Payment Operations, you will build and scale Shift's payment operations function, reducing regulatory, reputational, and fraud risk. You will lead the team that manages payment operations across Direct Entry, NPP and future payment rails.

Key responsibilities

• Design and implement bank‑quality payment operations processes for Direct Entry and NPP, with scalability for additional channels.
• Enhance transaction monitoring from basic rules to mature, risk‑based detection, including rule design and alert triage.
• Collaborate with Product and Technology to expand Shift’s fraud monitoring function.
• Build robust dispute and chargeback capabilities, managing scheme rules and regulatory obligations.
• Recruit, develop and lead a 24/7 payment operations team.
• Establish policies, procedures and controls to meet regulatory expectations and embed governance.
• Oversee vendor SLAs and ensure performance and risk obligations are met.
• Define and embed a performance framework using KPIs, data and client insights.

Required profile

• Proven experience establishing payment operations capabilities in regulated financial services.
• Deep expertise in Direct Entry and NPP payment rails, fraud monitoring, and disputes/chargebacks.
• Strong regulatory fluency with ability to translate requirements into operational controls.
• People leadership experience building teams from the ground up.
• Financial services industry background with strong stakeholder and executive communication skills.

Required skills

• Direct Entry payment rail
• NPP payment rail
• Fraud monitoring
• Dispute and chargeback management
• Regulatory compliance

What we offer

• Collaborative, flat‑structure teams with regular product and strategy updates.
• Flexible hybrid working environment with state‑based workplaces.
• Industry‑leading 26 weeks paid parental leave.
• Purpose‑built office spaces for collaboration, brainstorming and focused work.
• Comprehensive wellbeing benefits, including birthday day‑off and end‑of‑trip facilities.