About the role
About Rocket Lawyer We believe everyone deserves access to affordable and simple legal services. Founded in 2008, Rocket Lawyer is the largest and most widely used online legal service platform in the world. With offices in North America, South America, and Europe, Rocket Lawyer has helped over 30 million people create over 50 million legal documents, and get their legal questions answered. We are in a unique position to enhance and expand the Rocket Lawyer platform to a scale never seen before in the company’s history, to capture audiences worldwide. We are expanding our team to take on this challenge! About your role Responsible for Billing and Payment Operations - this role manages delivery of a simple and versatile payment experience for customers, effective internal tooling and operations, optimizing global payment processing, and mitigating risk for all constituents. This role will report to the Sr. Director, Operations and be responsible for managing payments in the US, and a small number of international markets. How you will make a difference day to day Strategy & Roadmap Execution Collaborate on and actively contribute to the development and delivery of Rocket Lawyer’s overall billing, payment processing and payment risk management roadmap Effectively partner with Product Management, Operations, Engineering, Finance, Risk/Security, and external platform partners, aligning, defining and documenting unambiguous definitions of roles,
responsibilities, handoffs, and dependencies of each Constantly identify opportunities for improvement based on active engagement in external and internal customer experiences and champion/lead constant optimization of billing and payment processing platforms, tools, and operations Operational Excellence Constantly analyze KPIs and operating trends to ensure payment processing and billing operations are in a state of good health and immediately investigate and act to remediate variances Serve as the business subject matter expert and point-of-contact for all billing related incidents; collaborating with cross-functional internal and vendor resources through complete resolution and remediation taking lead when appropriate and otherwise serving as active member or remediation team Maintain expert-level understanding of end-to-end billing and payment operations processes, tooling, etc. Drive increased payment processing and billing efficiency, optimized customer experience, maximum transaction success rates while minimizing refunds and chargebacks globally Partner with Product and Engineering leadership to evaluate, select, and implement new billing and payment options, methods, features, and improved front end customer experience etc. in a constant quest for optimization Maintain detailed command of Rocket Lawyer billing and payment processing documentation, policies and tools and ensure partner organizations are engaged and supported at every turn Customer Experience & Risk Management Ensure Rocket Lawyer is always using the most current and accurate, risk management solutions and tirelessly work to mitigate compliance, security, fraud, and operational risks related to payment processing. Stay current on billing, payment and RM industry developments and evaluate opportunities and fit for Rocket Lawyer Maintain deep working knowledge of all aspects of end-to-end purchase and account management customer experiences from product selection through to fulfillment and renewal,understanding how bill/pay operations contribute to a successful customer experience, constantly evaluating and implementing improvements Maintain granular command of Risk Management tactics including Rocket Lawyer and vendor risk rules and their impacts, constantly analyzing and reporting impacts and efficacy of each Lead all efforts across the enterprise related to chargeback prevention and response ensuring Rocket Lawyer’s CB management is world-class. This includes staying current with issuer and network developments, constant analysis of chargeback trends, root cause understanding and optimization efforts Data & Reporting Define and deliver regular, meaningful data analysis and insights based in deep understanding of the data and end-to-end business operations. Reports explain “why” behind the “what” informing and driving payment strategy and key decisions in each country Rocket Lawyer operates, including complete command, documentation and maintenance of end-to-end reporting methodologies, architecture, etc and ability to translate understanding into action and relevant communication Serve as subject matter expert and trusted resource for all payment-related discussions and efforts across the enterprise, effectively lead and participate in all discussions and meetings benefiting from bill/pay domain expertise Vendor Management Own and maintain command of all payment, billing and RM vendor relationships, participating in contract negotiation/execution/adherence and maintain intimate understanding of their results and performance Ensure all billing and payment processing expenses are closely monitored and optimized and vendor KPIs consistently met/exceeded Consistently monitor vendor results, run regular vendor performance reviews and drive continuous vendor performance optimization, driving down costs and ensuring Rocekt Lawyer maximizes ROI Team Leadership Effectively lead a small but high-performing Payment Operations team in a very hands-on manner. Understand in detail each team member’s work product contributions and provide ongoing performance evaluations Continuously coach and develop to ensure excellent morale and drive continuous improvement on
