Director, Payment Operations (Remote in Colorado)

About Rocket Lawyer   We believe everyone deserves access to affordable and simple legal services. Founded in 2008, Rocket Lawyer is the largest and most widely used online legal service platform in the world. With offices in North America, South America, and Europe, Rocket Lawyer has helped over 30 million people create over 50 million legal documents, and get their legal questions answered. We are in a unique position to enhance and expand the Rocket Lawyer platform to a scale never seen before in the company’s history, to capture audiences worldwide. We are expanding our team to take on this challenge!

About the Role

The Payments team enables consumers to pay for their digital content and services by maximizing acceptance and minimizing friction in the purchasing experience at Rocket Lawyer. This role will report to the VP, Operations and be responsible for managing payments in the US, UK, EU and BR markets. 

Responsibilities

• Own Rocket Lawyer’s overall payment processing operations in partnership with Finance, Product Management, Engineering, Risk/Security and external platform partners
• Drive constant optimization of payment processing architecture and operations to increase customer satisfaction, improve customer experience, increase transaction success rate and minimize refunds and chargebacks in all our countries of operation
• Partner with Product leadership to help define and implement new payment initiatives with cards, ACH, and alternative payment methods
• Ensure Rocket Lawyer is using the optimal set of payment processing, alerting, and risk management solutions and tirelessly work to mitigate fraud losses/prevent fraudulent activity 
• Define and deliver regular, meaningful data analysis and insights based on deep understanding of the data and business operations to inform and drive payment strategy and key decisions in each country Rocket Lawyer operates
• Serve as subject matter expert for all payment-related discussions and efforts across the enterprise 
• Lead all efforts across the enterprise related to chargeback prevention and response ensuring Rocket Lawyer’s CB management is world-class
• Own key vendor and industry relationships, including contract negotiation/execution/adherence and run regular vendor performance reviews (processors, risk services providers, etc.) ensuring all payment processing expenses are closely monitored and optimized
• Effectively lead the Payment Operations team in a very hands-on manner, understanding in detail each team member’s work product and ensuring excellent morale and continuous improvement 
• Maintain detailed command of Rocket Lawyer billing processes, policies, and tools

Requirements

• 8-10 years …