The opportunity
Brex is the intelligent finance platform that enables companies to spend smarter and move faster in more than 200 markets. By combining global corporate cards and banking with intuitive spend management, bill pay, and travel software, Brex enables founders and finance teams to…
What you'll do
Coach, and develop a team of servicing specialists. Where a queue currently: depends on one person's expertise, build redundancy so it doesn't.
Set and defend SLAs, quality bars, and capacity models across workflows that: behave very differently from one another.
Define your own operational reporting cadences and measures to make staffing and prioritization decisions.
Write and maintain the SOPs, QA sampling, and maker-checker controls that: keep financial adjustments accurate and auditable.
Be the escalation path for high-dollar, time-critical, and legally sensitive: cases, working directly with Legal, Compliance, Collections, Treasury, Finance, Deal Desk, and CX.
Own the automation roadmap for the team: find the candidates, quantify the case, spec the requirements, validate the before-and-after, and hold the line on the edge cases that automation tends to break on.
What they're looking for
- + years in financial services or fintech operations, including 2+ years: managing people directly; hiring, performance management, and development.
- Hands-on ownership of a servicing, billing, payment, or credit operations: queue where errors move real money, plus the controls experience that comes with it: reconciliation, QA sampling, maker-checker review, audit trails.
- A track record of process improvement you can quantify. You've taken a: manual, high-touch workflow and measurably reduced handle time, backlog, or error rate.
- Experience being the operational counterpart to Product and Engineering: writing requirements, aligning on priority, testing builds, and catching what the spec missed.
- Data fluency. You can pull, build, and defend your own numbers in SQL, spreadsheets, or BI tooling.
- Sound judgment under ambiguity and the discipline to escalate the right: things. This team handles legal closures, bureau disputes, and balance adjustments where the wrong call has financial or regulatory consequences.
- Strong written communication. SOPs, escalation summaries, and: cross-functional updates are a meaningful share of the work.
- A well-defined point of view on where AI can and should be applied in scaled operations
