Payment Operations Manager

About the role

You own the end-to-end operational integrity of Neon's payments ecosystem, managing dispute and chargeback workflows across all markets and processors. You define and drive fraud operations standards, ensuring investigation quality and case integrity while partnering with risk and compliance leadership. You set payment performance monitoring frameworks, owning the dashboard and alerting standards that protect publisher experience. You serve as the senior escalation and operational point of contact for Customer Success, translating complex payment data into clear narratives and actions. You own the strategic roadmap for internal dispute tooling and prioritize automation opportunities as operations mature. You manage the day-to-day relationships with payment service providers, holding them accountable to SLAs and performance commitments. You establish and maintain runbooks, process documentation, and operational standards that become the foundation for scaling Neon's payments infrastructure.

Key facts

What you'll do

Own dispute intake, evidence compilation, and resolution across all active payment processors and global markets.

Define and own resolution SLAs and win-rate targets, identifying systemic patterns and driving fixes in partnership with product and risk leads.

Prioritize and drive the roadmap for internal dispute tooling as operational infrastructure matures and requirements evolve.

Own fraud operations and oversee investigations and transaction reviews alongside the Risk, Fraud & Compliance Product Leader.

Set monitoring and escalation standards across screening and decisioning tools, maintaining case integrity and decision quality.

Track fraud loss trends across markets and game titles, surfacing and acting on emerging attack patterns before they scale.

Own tracking of authorization rates, payment success rates, decline codes, and fraud losses across processors and markets.

Own post-launch metric reviews for new payment methods against defined performance thresholds and success criteria.

Define the operational dashboard and alerting standard, ensuring anomalies are caught before they become publisher-impacting incidents.

Serve as the senior operational point of contact for payment-related requests escalated by Customer Success teams.

Lead deep dives into publisher payment performance, dispute trends, and fraud exposure, producing structured analysis for direct use in publisher conversations.

Own the operational response to payment incidents, including root cause investigation, timeline reconstruction, and remediation communication.

Own day-to-day operational relationships with PSPs and payment partners, managing performance reviews, escalations, and issue resolution.

Hold partners accountable to performance and SLA commitments, driving improvement where markets or payment methods underperform.

Set and maintain operational standards, runbooks, and process documentation that others follow to ensure consistency.

Prioritize automation opportunities and partner with engineering and product leaders to translate operational gaps into improvements.

Act as the senior escalation point for payment operations, ensuring clear escalation paths and timely resolution.

Requirements

6-8+ years in payments operations, fraud operations, or transaction dispute management within financial services or fintech.

Proven experience owning operational metrics and targets for dispute, fraud, and payment success in a high-volume, multi-market environment.

Hands-on experience with payment processors, PSPs, and card network dispute and compliance rules across multiple jurisdictions.

Strong understanding of authorization flows, decline codes, and performance monitoring for payment systems.

Demonstrated ability to define and drive adoption of operational standards, runbooks, and process documentation.

Experience managing stakeholder relationships across risk, fraud, compliance, product, and customer success in a fast-paced growth environment.

Solid track record of root cause analysis, incident response, and remediation communication for payment-related issues.

Comfortable working with data, metrics, and dashboards to track performance and surface insights for decision-making.

Nice to have

Experience with gaming, iGaming, or digital content platforms and their unique payment and compliance requirements.

Familiarity with emerging payment methods, local wallets, and alternative payment rails across key markets.

Practical notes

This role is based in India and operates within local employment regulations and tax structures.

Candidates must be available for interviews during standard Indian business hours.

Relocation or visa support is not provided for this position.

Travel requirements are limited to occasional domestic travel within India for team collaboration or stakeholder meetings.