Global Payment Operations Manager

Company Overview 

Veracross provides SaaS-based School Information Systems (SIS) designed to meet the specific needs of independent K-12 schools worldwide. Our one-record solution combines the power of a fully integrated single-record database, personalized communication tools, and an elegant architecture that is unique in our industry. 

We are a growing, values-led community of 350 employees in the US, UK, and Australia who share a vision to unify school communities, improve the quality of education, and enhance learning. And we’re succeeding! As of early 2024, we are supporting 3200+ schools in 60 countries. 

Veracross is five product brands in one global tech company: 

• Veracross SIS is a one-person, one-record school management platform 

• Magnus Health provides cloud-based Student Health Record (SHR) solutions 

• Digistorm connects with their communities through Digistorm Websites, Digistorm Funnel, and Digistorm Apps. 

• Epraise incentivizes student well-being and connects teachers, students, and families. 

• Firefly provides an online learning space for students and teachers 

The Veracross Payments Team helps schools move money. The team performs critical manual escalations of money movement to ensure we collect and deliver those payments so schools can run effectively.

Payment Operations solves problems. We are a team of payment services, compliance, & incident management experts who understand how our banking system works and helps users and engineering when they have complex payment issues.

This team focuses on continuous improvement of automated and manual processes to move money including but not limited to project work, process engineering, reporting and analysis.

Role Summary  

As a member of the Payments Team, the Global Payment Operations Manager serves as Manager of all operations, compliance, risk and service-oriented reporting and processes for our payments features embedded in the Veracross platform,

In this role, you will support the daily payment operations of partner schools’ business offices, applying your knowledge of the Accounting and VC Pay products to support core business functions.

Additionally, this role will lead projects to improve and grow our payment solution globally. This includes working with clients, partners, vendors and internal stakeholders.  

Job Responsibilities 

• Interact directly with internal teams via multiple channels, including a ticketing system (Salesforce) and Zoom meetings, building rapport by consistently demonstrating expertise and professionalism 

• Provide exceptional end-user (payer) support reporting, analysis and working with internal servicing teams

• Manage and prioritize multiple projects and daily activities

• Analyze payment issues, replicating, researching, and resolving technical problems and questions and guiding internal stakeholders to a solution

• Perform specific, limited operations within partner school databases and reporting requirements, adhering to established security practices and guidelines, and understanding the impact to the school’s accounting operations 

• Communicate internally with various support teams to escalate issues that cannot be resolved within Tier 1 support 

• Communicate externally with school business offices and payments vendors to escalate non-technical and/or operational issues that cannot be resolved without their intervention 

• Identify, update, and maintain internal and external knowledgebases to improve support documentation deficiencies using the Knowledge-Centered Service (KCS) methodology 

Requirements

• 4+ years of operations experience, including at least 2+ years in direct payment operations, with a proven track record of success in scaling and optimizing payment systems.
• Proven track record of managing performance-driven operations / reporting processes
• Demonstrated ability to manage complex operational processes and relationships, including change management and process optimization.
• Experience maintaining operational working relationships with internal and external partners.
• Passionate about team management, with a strategic yet hands-on approach to leadership and development.

• Prior knowledge and experience with accounting, online payment processing, and/or banking industry
• Fluency in English with excellent verbal and written communication skills 

• Ability to multi-task, continually reprioritize work, and work under various constraints 

• Demonstrated aptitude for using, teaching, and communicating information about tech