Senior Operations Manager

FOX Direct to Consumer; Los Angeles (CA); On-site; USD 160,000 - 175,000; Full time

Benefits offered by this job

Medical/dental/vision

401(k) plan

Paid time off

Job summary

FOX Direct to Consumer is seeking a highly technical Senior Operations Manager to lead the evolution of customer billing, subscription, and payment experiences across FOX ONE’s digital ecosystem. The role requires strong product ownership, hands-on engineering experience, and deep knowledge of modern payment architectures, APIs, and distributed system integrations.

You will partner with engineering, data, legal, and marketing teams to design secure, scalable solutions across web, mobile, and

Qualifications

• 8+ years in an operations/product role within digital/subscription business.
• 3–5+ years hands-on software engineering (back-end or full-stack).
• 3+ years working with payment gateways, subscription billing, or transactional messaging systems.
• Experience with PCI‑DSS, CAN‑SPAM, CASL and regulatory requirements.

Responsibilities

• Own and prioritize the backlog for subscription billing, payments, and CRM monetization initiatives.
• Translate business requirements into technical user stories and specs.
• Collaborate on architecture, API design, and trade-offs across payment, CRM, and messaging systems.
• Lead Agile ceremonies: sprint planning, backlog grooming, roadmap execution.
• Drive integrations with payment gateways, transactional email providers, fraud tools, and marketing tech.
• Design end-to-end subscription and billing communication flows (receipts, renewals, retries, refunds, cancellations).
• Ensure PCI‑DSS and state regulations compliance across workflows.
• Partner with CRM Marketing to enable personalized, event-driven transactional emails and in‑app messaging.
• Monitor KPIs: conversions, deliverability, open rates, churn, retries, chargebacks.
• Identify and mitigate technical and compliance risks early; support launches and A/B testing.

Skills

Operations management

Product ownership

APIs

Payments

Subscription systems

Agile

Security

Fraud tools

Education

Bachelor's degree in Computer Science or related field

Tools

Salesforce

Braze

Adobe

SendGrid

AWS

Job description

Overview Of The Company Job Description Fox is seeking a highly technical Senior Operations Manager to lead the evolution of customer billing, subscription, and payment experiences across FOX ONE’s digital ecosystem. This role sits at the intersection of CRM Marketing, subscription lifecycle management, payments, and customer communications—requiring both strong product ownership and a deep technical foundation.

Overview Of The Company Job Description Fox is seeking a highly technical Senior Operations Manager to lead the evolution of customer billing, subscription, and payment experiences across FOX ONE’s digital ecosystem. This role sits at the intersection of CRM Marketing, subscription lifecycle management, payments, and customer communications—requiring both strong product ownership and a deep technical foundation. The ideal candidate brings hands‑on engineering experience and a strong understanding of modern payment architectures, APIs, and distributed system integrations. You will partner closely with engineering, data, legal, and marketing teams to design and optimize secure, scalable payment, subscription, and transactional communication solutions that support acquisition, retention, and monetization across web, mobile, and connected TV platforms. Our ecosystem includes PCI‑compliant payment processing integrated with CRM platforms, subscription management systems, and communication tools, supporting recurring billing, promotions, and compliant customer messaging across multiple regions.

A SNAPSHOT OF YOUR RESPONSIBILITIES

• Own and prioritize the product backlog for subscription billing, payment processing, and CRM-driven monetization and communication initiatives
• Translate marketing, legal, and business requirements into detailed technical user stories, acceptance criteria, and system-level specifications
• Collaborate with engineering on architecture, API design, and technical trade-offs across payment, CRM, and messaging systems
• Lead Agile ceremonies including sprint planning, backlog grooming, and roadmap execution
• Drive integrations with payment gateways, subscription platforms, transactional email providers, fraud tools, and third‑party marketing technologies
• Design and optimize end‑to‑end subscription and billing communication flows, including signup confirmations, receipts, renewals, payment failures, retries, refunds, and cancellations
• Ensure all payment and customer communication workflows meet PCI‑DSS, CAN‑SPAM, CASL (as applicable), and state‑level regulatory requirements (e.g., California Auto‑Renewal Law, CCPA/CPRA)
• Partner with CRM Marketing to enable personalized, event‑driven transactional email and in‑app messaging experiences
• Monitor and improve key KPIs across payments and communications (conversion, deliverability, open rates, authorization rates, churn, retries, and chargebacks)
• Identify and mitigate technical and compliance risks early, proactively driving resolution
• Support product launches, experimentation (A/B testing), and continuous optimization of the subscriber lifecycle and communication strategy
• Own processor and partner integrations, improving delivery efficiency through better sequencing, parallelization, and reduced rework

WHAT YOU WILL NEED

• Typically, 8+ years of experience as an Operations Manager, Technical Product Owner, Product Manager, or similar role in a digital or subscription-based business
• 3–5+ years of hands‑on software engineering experience (backend or full-stack preferred)
• 3+ years of experience working with payment gateways, subscription billing platforms, and/or transactional messaging systems
• Subscription lifecycle management (trial, conversion, renewal, churn, win‑back)
• Payment processing flows (authorization, capture, settlement, retries, refunds)
• Transactional email systems (e.g., SendGrid, Amazon SES, Braze) and event-driven communication architectures
• RESTful APIs, event-driven systems, and microservices architecture
• Tokenization, encryption, and secure data handling
• PCI‑DSS compliance and card‑not‑present transactions
• BI Monitoring detection tools and risk mitigation management
• Familiarity with CAN‑SPAM, CASL, and email compliance best practices
• Working knowledge of state‑level regulations impacting subscriptions and communications (e.g., California Auto‑Renewal Law, CCPA/CPRA, and similar consumer protection laws)
• Understanding of consent, opt‑in/opt‑out, and disclosure requirements across payment and communication touchpoints
• Regular, on‑site attendance at the workplace a minimum of 3 days per week is an essential function of the position. Selected candidate must be able to reliably meet this requirement.

NICE TO HAVE, BUT NOT A DEAL BREAKER

• Bachelor’s degree in Computer Science, Engineering, or a related technical field
• Streaming, media, or direct‑to‑consumer (DTC) subscription platforms
• CRM and marketing automation platforms (e.g., Salesforce, Braze, Adobe)
• Experimentation platforms and growth frameworks

#DTC

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, disability, protected veteran status, or any other characteristic protected by law. We will consider for employment qualified applicants with criminal histories consistent with applicable law.

Pursuant to state and local pay disclosure requirements, the pay rate/range for this role, with final offer amount dependent on education, skills, experience, and location is $160,000.00-175,000.00 annually. This role is also eligible for an annual discretionary bonus.

Benefits:

• medical/dental/vision
• insurance
• a 401(k) plan
• paid time off
• other benefits in accordance with applicable plan documents

Benefits for Union represented employees will be in accordance with the applicable collective bargaining agreement.