Channel Operations Manager (Card)

About RedotPay

RedotPay is a global crypto payment fintech integrating blockchain solutions into traditional banking and finance infrastructure. Our user-friendly crypto platform empowers millions globally to spend and send crypto assets, ensuring faster, more accessible, and inclusive financial services. RedotPay advances financial inclusion for the unbanked and supports crypto enthusiasts, driving the global adoption of secure and flexible crypto-powered financial solutions. Join us in shaping the future of finance and making a meaningful impact on a global scale.

Job Description

You will serve as the "core hub" connecting users, channels, and internal product teams. This role demands not only exceptional multitasking abilities but also the capability to extract standardized SOPs from complex, fragmented transaction data and logistics feedback. Your goal is to ensure every card is accurately delivered and every abnormal transaction is properly resolved.

Responsibilities

• Channel Coordination: Communicate with relevant channels to address core business issues such as transaction failures, refund disputes, and abnormal settlements.


• Refund Process Standardization: Analyze complex order data to map out refund workflows, develop and continuously optimize standard refund procedures (Refund SOPs) to enhance processing efficiency and financial reconciliation accuracy.


• Logistics and Delivery Management: Oversee the production, progress tracking, and logistics monitoring of physical cards, resolving anomalies such as lost or delayed shipments to ensure seamless user delivery experience.


• Feedback Loop and SOP Development: Collect and analyze common user issues, produce standard operating procedures (SOPs), and provide feedback to the product team to drive foundational improvements that reduce recurring problems.


• Emergency Response: Establish a mechanism for monitoring abnormal transactions and enabling rapid response. In the event of systemic fluctuations, promptly coordinate with channels to diagnose root causes and provide user-facing communication scripts.

Requirements

• Bachelor’s degree or above. Experience in FinTech, third-party payments, bank credit card centers, or cross-border e-commerce operations is preferred.


• Capable of managing fragmented tasks from users, channels, and logistics providers simultaneously while maintaining efficiency and composure.


• Proficient in data analysis (e.g., Excel/SQL) to identify patterns from large volumes of transaction records and propose "operationally optimal solutions" based on data.


• Fluent in English (both written and spoken) to engage in technical and business discussions with global partners.


• A results-driven individual with a strong commitment to problem-solving and excellent cross-departmental influencing skills.