overflow - Business Operations Lead
Requirements
• A track record as a senior operator with direct people-management experience — BizOps, StratOps, chief-of-staff, strategy-and-ops consulting, or a strong operating leadership role in a high-growth company. • Real comfort with the substance of payment operations: KYC, risk, chargebacks, reconciliation. You don't have to come from payments, but you need to get deep into it fast. • SOC 2 literacy required. You've lived inside a SOC 2 program (ideally Type II) — as an owner, heavy contributor, or close enough that you can take ours over without breaking the cycle. • Demonstrably AI-fluent, and able to bring others along. Not "I've used ChatGPT." Show us what you've built, automated, or scaled with AI tools — and how you've helped other people or teams adopt them. This is non-negotiable. • Scoping and prioritization instincts. You can take a vague operational pain point and turn it into a clear, scoped problem — whether the answer is a SaaS purchase, a no-code workflow, an AI automation, or a request for engineering help. • Strong analytical and structured-thinking horsepower — equally at home in a P&L conversation, a metrics review, and a messy cross-team problem. • A genuine doer who leads from the front — comfortable directly managing operational teams while staying hands-on with strategic work yourself. • Excellent communication and collaboration skills — you'll touch every function in the company. • Alignment with Overflow's mission, values, and commitment to hybrid work. • IT'D BE NICE IF YOU HAD • Experience scaling a Series B/C SaaS company. • Exposure to nonprofit, faith-based, or regulated-payments contexts. • A background that combines consulting and operating roles.
Responsibilities
• Build Strategic Operations, Hands-On • Stand up planning cadence, operating rhythms, and business reviews across the company. • Run cross-functional initiatives that span teams and need a single accountable owner. • Define and instrument the metrics that matter (volume, acceptance, chargeback ratio, loss, cost-to-serve, settlement time) and build the reporting/BI layer that gives leadership a real-time view of how the company is running — without waiting on a data team. • Own the company's tooling stack: select tools, make build-vs-buy decisions, and help every function use what they have well. • Champion AI adoption across the company: find high-leverage use cases in other functions, pilot and roll out tools, and help teams build their own AI fluency — you're the visible proof point of what AI-leveraged operating looks like at Overflow. • Scope XFN internal tooling and make the case for engineering support where it's needed — turning vague pain points into clear asks and prioritization. With dedicated Engineering resourcing now in place for internal tooling, you'll act as the de facto PM for that workstream, translating operational needs into scoped, prioritized asks. • Serve as the operating thought partner to the CPO and CEO on what's working, what's breaking, and what to do about it. • Lead Payment Operations • Oversee the existing Payment Operations team across KYC, risk reviews, chargebacks, stock gift processing, DAF, designated funds, and reconciliation. • Own operational health end-to-end: processor relationships, settlement, dispute handling, and the controls that keep a regulated payments business safe. • Eventually hire and develop a Payment Operations Manager to run the team day-to-day as the function scales, freeing you to focus on strategic work. • Partner with Product on the seams where operations meets the donor-facing payment surface — especially compliance/KYC and recurring flows. • Lead Tap Operations • Oversee the existing Tap Operations team responsible for fulfillment, logistics, and delivery of Overflow's physical Tap giving products to churches and partners. • Own operational health end-to-end: order processing, supply and vendor relationships, staffing, and quality control. • Partner with Partnerships/Success on demand planning and church-facing fulfillment timelines. • Own Our SOC 2 Program • Take full ownership of the SOC 2 program upon arrival — a clean handoff is built into your onboarding. • Manage the auditor relationship, GRC tooling (Vanta, Drata, or equivalent), evidence collection, controls operating rhythm, and renewal cycle. • Partner with Engineering on technical security controls while you own the program around them.
Benefits
• Overflow's compensation philosophy is rooted in Carta Total Compensation benchmarks, ensuring pay that is competitive by role, geography, and function. Actual compensation may vary based on factors including job-related skills, experience, interview performance, and market data. • Total compensation may also include equity, performance-based bonuses (for eligible roles), and a comprehensive benefits package. As a Series C company, we believe equity is a meaningful part of building long-term ownership — when Overflow wins, our team should share in that upside. • Overflow offers a thoughtful benefits package designed to support your well-being, growth, and life outside of work, including: • Competitive base salary with equity and commission eligibility • Medical, dental, and vision coverage for employees and dependents • Generous paid time off and company holidays • Paid parental leave • 401(k) retirement plan • Dedicated mental health and therapy stipend to support personal well-being • Team retreats and intentional in-person gatherings throughout the year
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