Payments Operations Specialist

Overview

WHAT IS BOX? Box (NYSE BOX) is the leader in Intelligent Content Management. Our platform enables organizations to fuel collaboration, manage the entire content lifecycle, secure critical content, and transform business workflows with enterprise AI. We help companies thrive in the new AI-first era of business. Founded in 2005, Box simplifies work for leading global organizations. Box is headquartered in Redwood City, CA, with offices across the United States, Europe, and Asia.

By joining Box, you will have the unique opportunity to continue driving our platform forward. Content powers how we work. It’s the billions of files and information flowing across teams, departments, and key business processes every single day — contracts, invoices, employee records, financials, product specs, marketing assets, and more. Our mission is to bring intelligence to the world of content management and empower our customers to completely transform workflows across their organizations.

With the combination of AI and enterprise content, the opportunity has never been greater to transform how the world works together at Box.

We’re building a new Payment Operations function to accelerate cash flow, reduce fraud losses, and improve our customers’ checkout experience. As a Payment Operations Specialist, you’ll partner with e-commerce, collections, and our payment vendors to lift authorization rates, lower transaction costs, and expand payment options that support ARR growth. This is a high-impact role with executive visibility. You’ll analyze performance across our payments stack, run experiments to recover declines, fine-tune fraud controls, and help implement initiatives like a hosted payment page, dual processors, and wallets such as Apple Pay and Google Pay.

• Analyze credit card performance (auth rates, decline codes, costs) and identify opportunities to increase approvals and reduce fees.
• Lead fraud and decline management initiatives, balancing risk controls with conversion and customer experience.
• Partner cross-functionally with e-commerce, collections, finance, and external processors/vendors to execute payment experiments and operational improvements.
• Build and maintain dashboards and reporting that track payment KPIs, vendor performance, and experiment outcomes.
• Support system and process implementation such as hosted payment page, introduction of dual processors, and expansion of digital wallets (e.g., Apple Pay, Google Pay).
• Develop and document scalable payment operations processes, SLAs, and vendor scorecards.
• Translate business goals into testable hypotheses; define success metrics and deliver measurable results.
• Communicate insights and recommendations clearly to both technical and non-technical stakeholders.

• We are an AI-first company. This means you approach your work with a growth mindset and find ways to leverage AI to help make faster, smarter decisions that will 10X your impact at Box.
• 2+ years of hands-on payments operations experience in e-commerce, retail, fintech, or financial services.
• Working knowledge of authorization flows, issuer/processor dynamics, decline code analysis, chargebacks/disputes, and payment cost levers.
• Experience with fraud management and detection approaches and how they impact conversion and customer experience.
• Strong cross-functional collaborator with experience influencing partners and managing vendor relationships.
• Analytical problem solver comfortable with data, experimentation, and translating findings into action; experience with dashboards/reporting tools.
• Clear, concise communicator who is curious, questions assumptions, and drives process improvements.

Box is an equal opportunity employer and values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability, or any other protected characteristic. Box is committed to accessibility and reasonable accommodations in the interview process. If accommodations are needed, please let us know. Box also provides notice about privacy and pay transparency where applicable.