Payments Operations Analyst

POSITION SUMMARY

We are seeking a Payments Operations Analyst to support the Sony Engagement Platform, helping Sony operating companies consume Sony Enteractive Entertainment's payment orchestration capabilities and related commerce services globally. This role sits at the intersection of platform operations and OpCo activation, focusing on payment performance monitoring, operational reporting, onboarding readiness, issue coordination, testing support and process documentation. 

The successful candidate will work closely with Sony Interactive Entertainment Global Payments, Sony Engagement Platform, product, engineering, risk, fraud and regional business teams to help ensure payment services are operationally reliable, measurable and scalable. This role requires strong attention to detail, analytical curiosity, sound operational judgement and the ability to turn payment data and operational feedback into clear actions. 

Overall, we are looking for an individual who is passionate about our brand and what they do, has a high sense of integrity and excels in building strong relationships by deeply caring about others, including our customers. 

JOB RESPONSIBILITIES 

• Monitor payment performance, transaction trends and operational indicators for Sony operating companies, producing operational reporting and issue tracking that helps identify anomalies, processing issues, customer friction and optimisation opportunities. 

• Prepare regular and ad hoc reporting covering payment performance, onboarding status, operational risks, open issues and follow-up actions. 

• Partner with Sony Interactive Entertainment Global Payments and Sony Engagement Platform stakeholders to interpret payment data and translate findings into practical recommendations. 

• Support onboarding and readiness activities, including Payment Service Provider (PSP) setup, configuration, testing coordination and other operational tasks. 

• Maintain operational trackers, action logs and supporting materials for payment success plans, service reviews and stakeholder discussions. 

• Coordinate payment-related issue triage across Sony operating companies, PSPs and internal Sony teams, ensuring actions, owners and status updates are clearly captured. 

• Support UAT, production testing and post-launch checks for new payment methods, payment providers, platform enhancements and operational changes. 

• Document repeatable processes, configuration requirements, escalation paths and operational playbooks for Sony Engagement Platform payment services. 

• Assist with payment fee, settlement, reconciliation, performance and process analysis to identify opportunities to reduce friction, improve reliability or support cost optimisation. 

• Collaborate with risk, fraud, data science and platform teams where payment operations intersects with decisioning, refunds, chargebacks or payment feedback-loop data. 

• Represent operational insights from Sony operating companies in internal planning discussions, helping teams understand recurring issues, reporting needs and process gaps. 

• Occasional domestic or international travel may be required for team collaboration, onboarding or partner meetings. 

• Flexibility to accommodate meetings with global colleagues and partners across time zones is expected. 

• Honesty, trustworthiness and ethical conduct are material requirements for the responsibilities outlined above

• 5+ years of experience in payment operations or a related operational analytics role. 

• Experience monitoring operational performance, identifying issues and coordinating follow-up actions across multiple stakeholders.  

• Experience with UAT, production testing, incident tracking, reconciliation, payment reporting or operational readiness processes. 

• Strong analytical mindset, with the ability to interpret operational and payment data and communicate clear, practical insights. 

• Excellent attention to detail, with the ability to maintain accurate documentation, action logs and status reporting. 

• Experience working with cross-functional teams across operations, product, engineering, finance, risk, fraud, customer support or external partners. 

• Ability to manage multiple workstreams, prioritize effectively and operate in a fast-paced, evolving environment. 

• Clear written and verbal communication skills, with the ability to explain operational issues and recommendations to both technical and non-technical audiences. 

• Proficiency using approved AI tools to accelerate analysis, identify patterns, synthesise complex inputs and support documentation, while validating outputs and applying appropriate judgement around data sensitivity. 

Desirable 

• Experience in the video games industry or digital entertainment industry. 

• Experience with PSPs, acquirers, card schemes, payment methods or payment orchestration platforms. 

• Experience supporting multi-tenant, platform, marketplace or global ecommerce environments. 

• Working knowledge of SQL, Snowflake, Tableau, Power BI or similar data and business intelligence tools.