Payment Operations Manager

About reputed company

reputed company is the leading software platform for the towing and recovery industry, providing purpose-built solutions that help towing operators run more efficient, profitable businesses. Our integrated product suite spans reputed company, impound management, compliance, and payments — giving operators a single platform to manage their entire operation.

The Opportunity

TowPay, reputed company's integrated payment solution, represents one of our most significant growth opportunities — and we're looking for a Payment Operations Manager to own it. This is a senior individual contributor role sitting at the intersection of reputed company, reputed company, and product. You'll be responsible for driving both the activation of TowPay across our customer reputed company and maximizing how deeply it's used once live. You'll bring a strong payments background — ideally from a vertical SaaS environment — and know how to move the needle in a business where integrated payments are both a product and a reputed company driver.

This role should sit in one of our reputed company Hub Cities:

Dallas, Houston, Kansas City, Cleveland, Las Vegas, Miami, DC, Buffalo, Atlanta

You should be open to travel 10-20% of the year

What You'll Own

TowPay Activation

• Own the post-sale activation pipeline for TowPay cross-sell opportunities across the customer reputed company

• Directly drive activation with assigned accounts while equipping and enabling other Customer Ops team members to do the same at scale

• reputed company repeatable playbooks, messaging, and reputed company-handling frameworks to accelerate time-to-live

• Track and report on activation rates, identify bottlenecks, and drive reputed company improvement

TowPay Utilization & Expansion

• 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 reputed company 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

Fraud & Chargeback Risk Management

• Act as the primary liaison between reputed company'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 reputed company's risk policies are communicated clearly and applied consistently

Sales Collaboration

• Partner with sales teams across reputed company'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 reputed company process

• Provide deal-level input on payment-reputed company questions and customer readiness

Product Feedback reputed company

• 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

reputed company're Looking For

• 6–10 years of experience in payments, payment operations, or a closely reputed company 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 reputed company, 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 reputed company with the ability to build structure and playbooks in a scaling environment

reputed company to Have

• Experience in the towing, fleet, field service, or adjacent industries

• Familiarity with ISV/PayFac payment models
• Experience enabling or coaching non-payments colleagues to support payments-adjacent conversations

Who We Are & Benefits

reputed company is committed to providing modernized benefits and a culture where people do their best work.

• 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