Sr. Manager, Payments Operations

Responsibilities

• Own the operational performance of Practice Pay onboarding and activation across multiple brands and customer segments, ensuring merchants are activated quickly, compliantly, and positioned for long-term adoption.
• Improve merchant activation, time-to-first-transaction, payment adoption, and time-to-revenue by identifying friction points, strengthening readiness processes, and optimizing activation workflows.
• Lead, coach, and develop a team of Payments Specialists by setting clear performance expectations, establishing operational KPIs, driving accountability, and supporting individual growth.
• Build scalable payments operations processes using Salesforce, Zentact, automation, AI, reporting tools, and operational dashboards to improve efficiency, increase throughput, and support continued growth.
• Partner across Customer Success, Sales, Product, Finance, Support, brand leadership, and external payment processors to align priorities, resolve escalations, improve the customer experience, and drive measurable business outcomes.

Success Metrics

• Improved merchant activation rate, payment attach rate, time-to-first-transaction, and time-to-revenue across assigned brands and customer segments.
• Increased onboarding efficiency through stronger application approval rates, reduced onboarding delays, fewer escalations, and improved team productivity and throughput.
• Stronger payments onboarding experience measured by CSAT, merchant engagement, adoption, utilization, and reduced customer friction.
• Greater operational scalability through reduced manual work, increased automation and AI adoption, improved forecast accuracy, and stronger visibility into payments performance.
• Consistent team performance measured by KPI attainment, employee engagement, retention, training completion, readiness, and accountability to operational targets.

Requirements

• 10+ years of experience in payments, merchant services, fintech, SaaS operations, customer success, or related customer-facing operational leadership roles, with deep working knowledge of merchant onboarding, payment processing, underwriting, PCI compliance, risk reviews, terminal deployment, and activation workflows.
• 5+ years of experience leading and developing teams, including hiring, performance management, coaching, workforce planning, talent development.