Payments Operations Analyst — AI-Driven & Cross-Functional

The Wrap; New York (NY); Hybrid; USD 78,000 - 121,000; Full time

Benefits offered by this job

Equity (RSUs)

Benefits

Hybrid work schedule

Job summary

Gusto is hiring a Payment Operations Analyst to own end-to-end payment workflows, resolve complex exceptions, and improve system reliability across payroll and payments products. You will collaborate with Engineering, Product, Accounting, Risk, and CX to diagnose issues and drive timely resolutions.

The role emphasizes partnering with banks and payment processors, triaging escalations, and bringing strong analytical rigor and AI-enabled processes to daily work.

Qualifications

• 3+ years in payment operations, banking ops, treasury ops, or related role in fintech/financial institution.
• Experience with domestic rails (ACH/NG, wires, RTP) and/or international money movement; cross-border a plus.
• Strong analytical instincts; SQL a plus.

Responsibilities

• Own the operational layer of specific payment workflows (ACH processing, exception handling, refunds, reconciliation).
• Collaborate with Product and Engineering to shape systems and define requirements.
• Close the loop on customer pain by mining CX feedback and prioritizing improvements.
• Think in systems, connecting rails, partners, reconciliation, compliance, and customer experience.
• Hold partners to high standards, triage issues with banks and payment partners, and lead with AI to accelerate analysis and communications.

Skills

Payment operations

Analytical thinking

SQL

Communication

Ambiguity tolerance

AI fluency

Tools

Bank portals

Reconciliation tools

Payment processors

Job description

Gusto is hiring a Payment Operations Analyst to own end-to-end payment workflows, resolve complex exceptions, and improve system reliability across payroll and payments products. You will collaborate with Engineering, Product, Accounting, Risk, and CX to diagnose issues and drive timely resolutions.

The role emphasizes partnering with banks and payment processors, triaging escalations, and bringing strong analytical rigor and AI-enabled processes to daily work.