Payment Operations Manager
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Job Description
Payment Operations Manager driving payment adoption through customer engagement and operational excellence at Autura. Lead cross-functional collaboration to enhance integrated payment solutions.
Responsibilities:
- Own the post-sale activation pipeline for TowPay cross-sell opportunities across the customer base
- Directly drive activation with assigned accounts while equipping and enabling other Customer Ops team members to do the same at scale
- Develop repeatable playbooks, messaging, and objection-handling frameworks to accelerate time-to-live
- Track and report on activation rates, identify bottlenecks, and drive continuous improvement
- Once customers are live, drive adoption of TowPay across transaction types, locations, and workflows
- Partner with other customer facing teams to embed payments into customer habits and workflows
- Identify underutilizing accounts and develop targeted engagement strategies to increase volume and depth of use
- Serve as the subject matter expert on TowPay best practices for the broader Customer Ops team
- Act as the primary liaison between Autura's finance team and customers on chargeback disputes, fraud flags, and risk escalations
- Help customers understand their risk exposure and adopt practices that reduce chargebacks and protect their payment standing
- Work cross-functionally to ensure Autura's risk policies are communicated clearly and applied consistently
- Partner with sales teams across Autura's product lines to ensure TowPay booking estimates are grounded in realistic activation assumptions
- Support smooth customer handoffs from sales to implementation by establishing clear expectations around the payments onboarding process
- Provide deal-level input on payment-related questions and customer readiness
- Synthesize customer feedback and field observations into structured, actionable input for the product team
- Serve as the voice of the customer on payments — surfacing friction points, feature gaps, and competitive context that should inform roadmap priorities
Requirements:
- 6–10 years of experience in payments, payment operations, or a closely related field
- Hands-on experience with integrated payments inside a vertical SaaS business — you understand how payments fit into a broader software workflow, not just as a standalone product
- Proven track record of driving payment adoption and utilization, not just implementation
- Familiarity with chargeback and fraud management processes in a SaaS or fintech context
- Strong cross-functional collaborator — comfortable working across Customer Success, Finance, Sales, and Product
- Data-driven and organized, with the ability to manage a pipeline of accounts and activation activities simultaneously
- Excellent communicator who can translate payment complexity into clear guidance for customers and internal teams
- Self-starter mindset with the ability to build structure and playbooks in a scaling environment
Benefits:
- Competitive compensation
- Comprehensive medical coverage, including company HSA contributions
- 401(k) with a 4% company match
- Open/Unlimited Paid Time Off
- Remote-first flexibility, with meaningful in-person time as your team needs
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