Senior Manager, Billing and Payment Operations

Overview

This role is responsible for Billing and Payment Operations, delivering a simple and versatile payment experience for customers, improving internal tooling and operations, optimizing global payment processing, and mitigating risk for all constituents. The position reports to the Sr. Director, Operations and manages payments in the US and a small number of international markets.

Responsibilities

Strategy & Roadmap Execution

• Collaborate on and contribute to the development and delivery of the billing, payment processing, and payment risk management roadmap
• Partner with Product Management, Operations, Engineering, Finance, Risk/Security, and external platform partners to define and document clear roles, responsibilities, handoffs, and dependencies
• Identify opportunities for improvement through active engagement with external and internal customer experiences, and lead ongoing optimization of billing and payment processing platforms, tools, and operations

Operational Excellence

• Analyze KPIs and operating trends to ensure payment processing and billing operations remain healthy; investigate and remediate variances promptly
• Act as business subject matter expert and point-of-contact for billing-related incidents, leading resolution and remediation when appropriate and supporting teams as needed
• Maintain expert-level understanding of end-to-end billing and payment operations processes and tooling; drive efficiency and optimized customer experience, maximize transaction success rates, and minimize refunds and chargebacks globally
• Partner with Product and Engineering leadership to evaluate, select, and implement new billing and payment options, methods, features, and improvements to front-end customer experience
• Maintain detailed knowledge of billing and payment processing documentation, policies, and tools, ensuring partner organizations are engaged and supported

Customer Experience & Risk Management

• Ensure the organization uses current, accurate risk management solutions and mitigate compliance, security, fraud, and operational risks related to payment processing
• Stay current on billing, payment, and risk management industry developments and evaluate opportunities and fit
• Maintain deep working knowledge of end-to-end purchase and account management customer experiences (from product selection through fulfillment and renewal) and how billing/payment operations contribute to successful outcomes
• Monitor and improve risk management tactics, including internal and vendor risk rules and their impacts; analyze and report effectiveness and efficacy
• Lead enterprise efforts for chargeback prevention and response; maintain world-class chargeback management through issuer and network awareness, analysis of chargeback trends, root cause understanding, and optimization

Data & Reporting

• Define and deliver regular, meaningful data analysis and insights grounded in deep understanding of data and end-to-end business operations
• Produce reports that explain the “why” behind operational “what,” informing payment strategy and key decisions across each country served
• Maintain and document end-to-end reporting methodologies and architecture; translate insights into action and relevant communication
• Serve as subject matter expert and trusted resource for payment-related discussions and initiatives across the enterprise

Vendor Management

• Own and maintain relationships with payment, billing, and risk management vendors, including participation in contract negotiation, execution, and adherence
• Monitor and optimize billing and payment processing expenses; ensure vendor KPIs are met or exceeded
• Conduct regular vendor performance reviews and drive continuous optimization to reduce costs and maximize ROI

Team Leadership

• Lead a small but high-performing Payment Operations team in a hands-on manner, including understanding each team member’s contributions and providing performance evaluations
• Coach and develop the team to maintain excellent morale and drive continuous improvement

Requirements

• 8-10 years in payments at a SaaS or subscription-based e-commerce business
• Expert-level understanding of credit/debit card processing and familiarity with all facets of the payment card processing ecosystem; alternative payment method experience helpful
• Experience with Stripe is essential
• Demonstrated track record developing and managing high-performing teams with excellent morale
• Proven history of effective cross-functional partnership and collaboration with key stakeholders
• Ability to confidently and effectively communicate critical information to all levels of the organization, tailoring communication as needed
• Deep understanding of payment settlement and reconciliation processes
• Proven ability to optimize payment success while managing risk and minimizing chargebacks
• Expertise in regional (US, UK, EU, BR) payment systems and trends preferred
• Proven track record as a self-starter who can also manage a small team and work cross-functionally to drive projects to completion preferred
• Knowledge of relevant federal and state regulations and card industry rules preferred
• Bachelor’s degree preferred

Preferred Qualifications

• Expertise in regional (US, UK, EU, BR) payment systems and trends
• Knowledge of relevant federal and state regulations and card industry rules
• Bachelor’s degree

Compensation & Benefits

Base Salary Range

• Colorado: $141,989 - 167,000
• Utah, Arizona, and North Carolina: $133,600 - 157,200

Base salary range: $133,600—$167,000 USD

In addition to base salary, this role may include variable compensation and may be eligible for an equity grant, depending on the position and level.

Benefits & Perks

• Comprehensive health plans (Medical, Dental, Vision for full-time employees)
• Unlimited PTO
• Life insurance
• Disability benefits
• Supplemental optional life insurance benefits
• FSA options (optional)
• HSA with company match
• 401k program with company match
• Wellhub & ClassPass fitness platforms
• Comprehensive pet insurance options
• Financial wellbeing & student loan program access
• Access to additional mental health & wellbeing resources
• Pre-tax commuter/transit benefits
• Free account with online access to an extensive legal documents library and licensed attorneys at discounted rates

Location

Base salary range varies by location:

• Colorado
• Utah, Arizona, and North Carolina

Interview Process

• Recruiter phone screen
• Role assessment(s)
• Hiring manager interview
• Panel interviews
• Final interview