AI-Driven Payments Operations Analyst

Mews; Charlotte (NC); Remote; USD 115,000 - 135,000; Full time

Benefits offered by this job

Unlimited paid holiday

Company share program

Paid parental leave

Learning budget

EDGE time

Work-from-anywhere policy

Relocation options

Hybrid working

Home office budget

Claude tokens

Job summary

Mews is seeking a PayOps Analyst to own payment operations across Stripe and Adyen, monitor payout timeliness, manage incidents and provide actionable insights. You’ll work with cross-functional teams and leverage AI tools to reduce manual tasks and improve incident response.

In this role you’ll drive operational readiness, develop runbooks, and produce weekly KPI reports while collaborating with Support, Product, FinTech R&D, and PSP partners. A strong payments background is essential.

Qualifications

• 6+ years of payments, operations, or fintech experience.
• Hands-on experience with PSPs, Stripe and/or Adyen; Airwallex or an equivalent provider is also relevant.
• Strong understanding of card acquiring, payout processes, and authorisation flows.
• Strong analytical and problem‑solving skills, with confidence using data to investigate incidents and identify patterns.
• Experience with Jira, Confluence, Slack, and operational dashboards; familiarity with Power BI or Databricks is a plus.
• Clear, effective communication across internal teams and external partners.
• Regulated financial services experience is helpful, but not required.
• AI fluency: you actively use tools such as Claude in your work, provide clear context, iterate on outputs, and take ownership of AI‑assisted work.

Responsibilities

• Monitor payout timeliness, authorisation success rates, SLA breaches, dispute readiness, and fee accuracy across Stripe and Adyen.
• Log and manage incidents in the Jira Service Portal, ensuring clear ownership, SLA tracking, and resolution from triage through to close.
• Perform root cause analysis on recurring failures, escalating where needed and feeding insights back to the PayOps Manager.
• Support operational readiness checklists for PSP and vendor onboarding, new market entries, and feature launches.
• Coordinate with Customer Support, Product, FinTech R&D, FinCrime, and PSPs or vendors to resolve escalations quickly and effectively.
• Prepare weekly KPI reporting and monthly PSP or vendor performance summaries.
• Maintain the runbook library for recurring issues and standard operating tasks.
• Flag recurring incidents into the Operational Risk Register for governance review.
• Track PSP and vendor SLA adherence and provide clear metrics to the PayOps Manager.
• Draft first-line merchant communications for outages or incidents, with final approval from the PayOps Manager.
• Validate data quality during incident handling, distinguishing PSP, vendor, or system issues from API or reporting lag.

Skills

Payments domain knowledge

PSP experience

Analytical skills

Communication skills

AI fluency

Tools

Jira

Confluence

Slack

Power BI

Databricks

Job description

Mews is seeking a PayOps Analyst to own payment operations across Stripe and Adyen, monitor payout timeliness, manage incidents and provide actionable insights. You’ll work with cross-functional teams and leverage AI tools to reduce manual tasks and improve incident response.

In this role you’ll drive operational readiness, develop runbooks, and produce weekly KPI reports while collaborating with Support, Product, FinTech R&D, and PSP partners. A strong payments background is essential.