Senior Operations Escalation Manager

Company: PayBright
Location: Raleigh
Posted on: February 18, 2026

Job Description:

Job Description Job Description PayBright is a leading merchant services provider focused entirely on supporting agents and ISOs nationwide. Our business is built on relationships — with our partners, merchants, and internal teams — and we believe operational excellence is one of our greatest competitive advantages. We operate with an agent-first philosophy, work relentlessly to support our merchants, and approach problems with professionalism, calm judgment, and long-term thinking. As we continue to scale, the complexity and risk profile of escalations has increased, and we are investing in senior operational talent to support that growth. The Operations Escalation Manager is the highest escalation point for merchants and agents before matters reach executive leadership. This role owns Tier 3 operational escalations involving urgency, complexity, financial exposure, or external sensitivity. This is a hands-on, external-facing role for a true fixer - someone who gets things done, quickly finds viable paths forward where others see dead ends, and keeps all parties moving toward resolution. Merchant and agent experience is an absolute priority. This role is not about gatekeeping or defaulting to “no,” but about navigating constraints creatively while protecting the business. This role is ideal for someone who thrives in high-stakes environments and exercises sound judgment under pressure. Everything is urgent, high-stakes, and often ambiguous. Success requires the ability to juggle multiple critical issues simultaneously, maintain composure under pressure, and deliver outcomes that preserve relationships and trust. You will spend the majority of your day actively engaged with merchants and agents as part of the broader service organization and will absorb the majority of escalations that would otherwise reach leadership. This role carries authority through expertise, credibility, and partnership - not people management. This role may be open to remote candidates in select states; however, candidates based in or near Raleigh, NC will be strongly prioritized. Key Responsibilities Serve as the highest escalation point for merchants and agents short of executive involvement Triage and prioritize multiple simultaneous escalations based on urgency, business impact, and risk Take ownership of finding resolutions for complex or urgent incidents including disruptions, chargebacks, or operational failures Exercise independent judgment on exceptions and non-standard decisions Address bank, processor, or vendor issues that fall outside established SOPs Coordinate resolution efforts across risk, underwriting, support, deployments, finance, and external partners Make business-minded decisions that balance merchant outcomes with financial and risk considerations Shield managers and executives from unnecessary noise while surfacing and mitigating material risks Analyze escalation trends to identify systemic issues, repeat failure points, or emerging risks Document escalation decisions, rationale, outcomes, and root causes with precision to reduce future ambiguity Requirements Education & Experience Bachelor's Degree 7 years of experience in payments, merchant services, fintech, or high-risk B2B operations Direct experience handling complex operational escalations Demonstrated exposure to chargebacks, risk holds, and funding issues Experience coordinating across multiple operational teams Strong understanding of merchant processing statements and merchant account profitability. Skills & Abilities Exceptional judgment and composure in high-pressure, high-stakes environments Outstanding external-facing communication skills with merchants, agents, and other stakeholders Comfort managing multiple urgent issues simultaneously without losing effectiveness Strong risk, chargeback, and operational fluency High ownership, accountability, and follow-through Proven ability to navigate ambiguity and make decisions without complete information Solutions-oriented mindset with a bias toward action and resolution Ability to assess business and margin implications in real time Schedule & Location Full-time (40 hours per week) Monday–Friday, with occasional weekend hours as needed Candidates in the Raleigh, NC area will be expected to work in the office at least four days per week Full-time remote candidates will be considered in Arizona, Florida, Georgia, Indiana, Kentucky, North Carolina, Pennsylvania, or Texas Benefits Medical insurance Dental insurance Vision insurance Paid time off Paid holidays 401(k) retirement plan with company match Company Culture At PayBright, we pride ourselves on honesty, tenacity, and reliability—values that guide everything we do. We hold ourselves to the highest standards, with a strong emphasis on clear, consistent communication and a relentless focus on execution. We’re driven by a passion for quality, with our success built on persistence, integrity, and a shared commitment to doing things the right way—delivering exceptional service and maintaining excellence across the board. Equal Opportunity Statement PayBright provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Keywords: PayBright, Winston-Salem , Senior Operations Escalation Manager, Accounting, Auditing , Raleigh, North Carolina