Cards Manager

About Us:

Small businesses are the backbone of the US economy, comprising almost half of the GDP and the private workforce. Yet, big banks don’t provide the access, assistance and modern tools that owners need to successfully grow their business.

We started Novo to challenge the status quo—we’re on a mission to increase the GDP of the modern entrepreneur by creating the go-to banking platform for small businesses (SMBs). Novo is flipping the script of the banking world, and we’re excited to lead the small business banking revolution.

At Novo, we’re here to help entrepreneurs, freelancers, startups and SMBs achieve their financial goals by empowering them with an operating system that makes business banking as easy as iOS. We developed modern bank accounts and tools to help to save time and increase cash flow. Our unique product integrations enable easy access to tracking payments, transferring money internationally, managing business transactions and more. We’ve made a big impact in a short amount of time, helping thousands of organizations access powerfully simple business banking.

We are looking for a Payments Manager who understands the intricacies of payment rules, regulations, and technology to support providing a best-in-class digital payments business that offers unique value for our customers. This role is ideal for someone with hands-on experience in payment operations who can effectively collaborate with internal teams and represent Novo in conversations with partner banks and payment vendors. You’ll help ensure operational soundness, resolve escalations, and contribute to process enhancements that support our growing customer base. Are you ready to revolutionize the small business banking industry with us?

About the Role:

• Act as a subject matter expert (SME) for card issuance and transaction processing, supporting internal teams across Banking, Customer Support, Risk, Marketing, Product and Engineering.

• Manage operational escalations related to card transactions, disputes, fraud monitoring, authorization issues, fulfillment delays, and cardholder servicing.

• Interface with issuing banks, processors, and card networks (e.g., Visa, Mastercard) to investigate and resolve processing exceptions, coordinate onboarding and KYC flows, and implement operational controls.

• Support documentation and communication of card-specific policies, including dispute handling, transaction monitoring, lifecycle management, and cardholder communications.

• Collaborate cross-functionally to identify and drive opportunities for automation, cost reduction, fraud mitigation, operational efficiencies, and a seamless cardholder experience.

• Participate in working sessions and procedure reviews to ensure operational readiness for new card products and features.

• Maintain strong awareness of card network rules, regulatory considerations, and industry best practices relevant to card-issuing operations.

Requirements for the Role:

• 4-6 years of hands-on experience in card issuing operations at a fintech, processor, or card network

• Experience working with third-party card processors and issuing banks

• Strong understanding of transaction workflows, return codes, cutoff times, dispute windows, and settlement practices.

• Excellent communication skills; able to translate complex issues across operations, compliance, and technology teams, as well as with external vendors and banks.

• Ability to thrive in a regulated and fast-paced environment, maintaining attention to detail and operational discipline.

• Collaborative working style with the ability to document, escalate, and follow through on process-related issues.

How We Define Success:

• Timely and accurate resolution of operational escalations

• Strong communication and coordination with external partners

• Improved consistency and documentation in payments workflows

• Contributions to new product readiness and cross-functional launches

Nice To Have, but Not Required:

• Exposure to core banking systems, payment hubs, or case management tools

• Familiarity with payment fraud prevention concepts or operational risk controls

Novo values diversity as a core tenant of the work we do and the businesses we serve. We are an equal opportunity employer, indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information or any other protected characteristic.