Project Analyst, Client Services

Project Analyst, Client Services
Location: Hybrid in New York City 

Qualifications:

• 2+ years of operations experience, with a focus on payment operations and/or customer experience preferred
• Operationally focused mindset with an ability to understand complex processes and procedures
• Proven ability to identify inefficiencies through data and manage the implementation of automations and workflow enhancements
• Familiarity with managing and updating internal systems and tools
• Strong ability to maintain and influence cross-functional working relationships with internal and external stakeholders
• Exceptional organizational skills, with the ability to prioritize tasks and manage competing deadlines
• A strong teamwork mentality, with the ability to work both strategically and hands-on
• Passion for operational excellence and a strong alignment with Melio’s mission to help small businesses succeed

Bonus points:

• Project Management experience
• Experience with the following tools: Zendesk, Jira, No-Code Process/Automation orchestration tools (like Zapier or Tonkean)
• Experience within fintech and/or startup environment

A day in the life and how you’ll make an impact:

• Collect and refine specifications for operational features and improvements, especially around automations and tools
• Create comprehensive project specifications by elaborating on initial requirements provided by stakeholders
• Analyze data to identify inefficiencies in operational workflows and processes
• Implement cross-functional projects using agile methodologies to improve operational performance
• Communicate issues and solutions effectively across various levels of the organization, both formally and informally
• Collaborate closely with R&D teams to enhance our internal Client Services tools and automations
• Maintain in-depth knowledge of end-to-end transactional flows for payment channels and identify areas for optimization
• Stay updated on industry best practices for payment operations and customer experience and recommend process changes to ensure operational excellence
• Work collaboratively with teams across the organization, influencing key stakeholders to achieve successful project outcomes

About the team:

Client Services at Melio provides businesses with support to optimize their payment processes, helping them leverage Melio's features, streamline operations, and resolve concerns quickly. The team manages client facing and back-office exception case processing, handling complex escalations and payment processing issues to ensure smooth payment resolutions that drive client success.

The Capabilities subteam, where the Project Analyst will work, manages the projects and operations of Client Services. They lead process improvements, automation, and cross-functional collaboration to ensure efficiency in exception case handling and other operational workflows. The Analyst will play a key role in driving these initiatives and enhancing overall team performance.

About Melio USA: 

• Competitive compensation packages: We strive to make each and every employee feel valued and appreciated. 
  • The annual base salary range for this position is $75,000 - 85,000 
• Medical, Dental, and Vision: We offer generous and highly competitive plans with up to 100% employer-paid coverage, FSA and HSA.
• 401K matching and stock options: Feel the investment of working at a hyper-growth startup.
• Wellness: We take a holistic approach to wellness at Melio with a focus on providing financial, physical, emotional, social, and community support for our employees. 
• Time Off: Time to rest and recharge is a priority for us. We offer competitive vacation time, sick days, holidays, parental leave and wedding days to allow you to take the time you need, when you need it. 
• Food perks: Enjoy our fully stocked kitchens, along with a weekly Seamless stipend and plenty of catered meals each week. 
• Office culture: Thrive in our collaborative offices in New York City or Denver, in a hybrid working environment. We are dog friendly as well!
• Growth and development: Lean on the diverse team to foster professional and personal growth through workshops, mentorship programs, and team building activities. 

Melio builds business-to-business (B2B) payment tools so small business owners can spend less time in the back office and more time on their craft. As the fastest-growing B2B payment platform in the US, Melio is working hard to find new and better ways to help small businesses succeed in the ways that work best for them.

Melio's diversity, equity and inclusion efforts have always been a top priority within our team. We are an Equal Opportunity Employer, and all of our employees encompass different strengths, experiences and backgrounds. DEI within Melio prioritizes race, gender, age, disability status, veteran status, sexual orientation, religion and many other parts that make up one's identity. Having a diverse team across all offices is key to our success, and inclusion is each #TeaMelio member's responsibility. Melio accepts job applications on an ongoing basis until the position is filled. If you are interested in applying for this job opportunity, please do so directly on our careers page (or if you’re here already, scroll down and apply now!). This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.