Billing and Payments Operations Specialist

Title of Position: Billing and Payments Operations Specialist

Organizational Relationship: Reports to VP of Payment Operations

Job Family: Operations Support

Managerial Responsibilities: None

Classification: Exempt/ Full-Time

Location Considerations: Strong preference for candidates residing in Georgia, Utah, or Indiana Location: #LI-Remote

GENERAL SUMMARY:

The Billing and Payments Operations Specialist is responsible for overseeing the accuracy, reliability, compliance, and customer experience of the organization's billing and payment processes. While billing statements are produced by an external vendor, this role provides the oversight, validation, and partnership required to achieve predictable and error free billing cycles. The specialist works closely with internal billing product teams, the billing vendor, Stripe platform teams, and customer facing departments to ensure quality, compliance, and customer satisfaction across the revenue cycle.

This position requires strong attention to detail, excellent follow through, effective cross functional communication, and the ability to manage external vendor performance while maintaining internal accountability.

DUTIES & RESPONSIBILITIES:

• Track vendor performance, raise defects or issues, and ensure timely corrective actions
• Support continuous improvement of billing processes in partnership with product, engineering, and the vendor
• Manage all dispute activity including timely and accurate response to all retrieval and chargeback events
• Monitor fraud alerts and collaborate with cybersecurity teams to identify and resolve potential risks
• Maintain platform compliance including PCI, SAQ requirements, and adherence to Stripe standards for all payment workflows. (PCI = Payment Card Industry, SAQ = Self-Assessment Questionaire)
• Manage sensitive changes to customer payment accounts including banking, tax details, ownership information, and other regulated attribute
• Support onboarding teams by guiding new merchants through correct Stripe enrollment and configuration steps
• Respond to escalations from Support, Sales, and Onboarding and complete Payment Operations cases within established service levels
• Oversee fulfillment of hardware orders, returns, and warranty claims.
• Assist customer support with troubleshooting Point of Care payment devices and coordinate replacements to minimize downtime
• Maintain and update internal documentation for payment operations procedures, compliance items, and new feature releases
• Manage required government tax forms to ensure timely and accurate submissions
• Maintain organized records of communications, open items, vendor interactions, and operational follow up.
• Provide leadership with regular updates on billing and vendor performance, payment risks, outstanding issues, and trends
• Escalate urgent concerns promptly and collaborate with leaders to drive cross functional improvements
• Represent the Payment Operations team professionally in discussions related to billing, payments, customer escalations, and compliance
• Other duties as assigned

PHYSICAL DEMAND:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

SECURITY ROLE / RESPONSIBILITY:

• Protected Health Information ("PHI"): This position may have access to and be responsible for the security of PHI/PI on an incidental basis.
• Human Resource Information: This position may have access to and be responsible for the security of information including salary, insurance, reviews, resumes.
• Financial Admin: This position may have access to and be responsible for the security of financial administrative accounts and corporate accounts.
• Application Admin: This position may have access to and be responsible for securely administering user access to corporate applications.

EDUCATION, KNOWLEDGE, SKILLS & ABILITIES:

• High School/Technical Degree/Bachelors Degree in project management, or equivalent experience in payments program and operations management.
• A minimum of 3-5 years of relevant experience.
• Experience in billing oversight, payment operations, or financial operations
• Experience working with external vendors or cross functional product teams
• Strong understanding of billing data flows, reconciliation, and settlement processes
• Strong attention to detail with proven accuracy in financial or operational data
• Clear communication skills and comfort collaborating across teams
• Experience with subscription billing models or usage-based billing preferred
• Familiarity with card present payment environments and payment hardware preferred
• Knowledge of PCI compliance, SAQ requirements, and financial risk controls preferred
• Analytical skills for identifying trends, inconsistencies, and system level issues preferred
• Strong interpersonal skills, ability to communicate and manage well at all levels of the organization and with staff at remote locations.
• Strong problem solving and creative skills and the ability to exercise sound judgment and make decisions based on accurate and timely analyses.
• High level of integrity and dependability with a strong sense of urgency and results-orientation.
• A track record of success leading a business operation; an approach to management that brings out the best in staff and yields pride, ownership, and a sense of team effort
• Possess a supportive and accessible management style, the ability to lead and motivate a diverse staff and to encourage change and growth in both people and programs, and a strong commitment to personal and professional development

Vyne provides equal employment opportunities (EEO) to all employees and applicants for employmentwithout regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetics, or veteran status. In addition to federal law requirements, Vyne follows applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.