Responsibilities
- Payments Operations System Own the full lifecycle: onboarding, pricing, underwriting, monitoring, disputes, and support
- Define and operate against core metrics: approval rates, loss rates, false positives, time-to-decision
- Build a highly instrumented, scalable system with clear feedback loops — including monitoring for decision quality, and failure modes — and drive continuous improvement
- AI, Automation & Decisioning Reimagine the payments operations stack as an AI-native system, where humans manage exceptions, not volume
- Build and deploy agent-based workflows, LLM-assisted investigation tools, and real-time decisioning at scale
- Continuously raise the bar for what AI-forward operations looks like in a PayFac context
- Partner with Product and Engineering to ship internal AI tooling that compounds over time, as well as select external vendors
- Portfolio Performance Own portfolio-level losses, balancing growth, protection, and customer experience
- Thoughtfully evolve Boulevard's risk appetite and control frameworks in partnership with the GM Fintech
- Design and refine underwriting and monitoring strategies; proactively identify and address emerging risks
- Partner Management (Internal & External) Ensure adherence to applicable regulations, card network rules, and PayFac requirements
- Partner with Legal and Compliance to maintain strong control frameworks, audits, and reporting
- Manage relationships with acquirers, processors, and banking partners; represent Boulevard credibly in external risk discussions
- Cross-Functional & Team Leadership Serve as the central accountability point for Payments Operations across Product, Engineering, CX, Sales, and Finance
- Translate operational insights into product and policy improvements
- Lead a high-performing team across underwriting, risk, and compliance ops — evolving from manual processing to system oversight and exception handling
Requirements
- 10+ years in operations, with 7+ years in payments, fintech, and/or risk; significant PayFac experience strongly preferred
- Demonstrated success building AI-native decisioning systems — agent workflows, rules engines, ML-assisted approaches — that improved outcomes
- Deep expertise in payments, acquiring, and/or risk underwriting, fraud, chargebacks, and transaction monitoring
- Proven track record of owning portfolio-level performance with clear accountability for loss rates, approval rates, and operational efficiency
- Proven ability to lead operational evolution — moving teams from manual workflows to system oversight
- Senior-level experience engaging with external partners (acquirers, processors) and cross-functional partnerships across Product, Engineering, Legal, and Compliance
