FedNow Service Operations Lead — Real-Time Payments

Federal Reserve Bank of Boston; Boston (MA); On-site; USD 152,000 - 229,000; Full time

Job summary

The Federal Reserve Bank of Boston is seeking a dynamic Lead for the FedNow Operations team to provide strategic oversight and day-to-day leadership for the FedNow instant payment service. You will drive operational excellence, mentor analysts, and ensure 24x7 service reliability in a high‑volume environment.

Qualified candidates have a Bachelor’s degree with 10+ years of relevant experience and a proven track record leading large-scale 24x7 support operations, including cloud-based services.

Qualifications

• Bachelor’s degree with 10+ years of relevant work experience.
• Experience leading teams within 24x7 support operations for a large enterprise.
• Experience leading support operations for a cloud-based Service (preferred).
• Demonstrated ability to inspire, mentor and motivate analysts on high-performing teams.
• Experience leading through ambiguity and complexity in a rapidly evolving environment.
• Track record of leading inclusive teams where diverse perspectives are valued.

Responsibilities

• Develop and maintain deep expertise on the FedNow Service, staying abreast of industry trends and best practices
• Facilitate high pressure troubleshooting calls with customers on production issues
• Ensure the continuous 24/7/365 seamless operation of the FedNow instant payment service
• Independently identify gaps within the FedNow ecosystem and proactively propose solutions
• Lead, develop, and mentor a diverse team of analysts, fostering a culture of continuous learning, innovation, and operational excellence
• Collaborate with cross-functional teams to enhance service delivery, resolve complex issues, and drive strategic initiatives
• Translate strategic priorities into actionable operational plans, ensuring alignment with organizational goals
• Identify and implement process improvements to enhance the efficiency and reliability of the FedNow Service
• Develop and implement metrics and reporting frameworks to measure and communicate operational performance
• Manage incident response for critical payment system disruptions, ensuring minimal impact on service delivery
• Represent the FedNow Operations team in leadership forums and strategic initiatives, advocating for the team’s needs and contributions
• Maintain a commitment to delivering a world-class, end-to-end customer experience
• Develop knowledge documentation, training materials, and automation ideas to improve customer experience
• Demonstrate flexibility and adaptability to support organizational growth through multiple roles

Skills

Leadership

24x7 Ops

Mentoring

Cloud service

Operational planning

Analytics

Education

Bachelor’s degree with 10+ years of relevant work experience

Job description

The Federal Reserve Bank of Boston is seeking a dynamic Lead for the FedNow Operations team to provide strategic oversight and day-to-day leadership for the FedNow instant payment service. You will drive operational excellence, mentor analysts, and ensure 24x7 service reliability in a high‑volume environment.

Qualified candidates have a Bachelor’s degree with 10+ years of relevant experience and a proven track record leading large-scale 24x7 support operations, including cloud-based services.