Senior Payments & Fintech Manager

Role Overview

• Manage the end-to-end merchant onboarding experience, bridging our internal support teams and our payments partner to ensure a smooth, fast activation process.
• Act as the point of escalation for complex customer cases, identifying recurring themes and implementing root-cause fixes.
• Build and own operational automations using agentic AI and workflow tooling to reduce manual effort across onboarding and support flows. You will be expected to ship these independently, not hand them off.
• Develop clear playbooks and documentation so our implementation and support teams can confidently handle routine payments questions.
• Manage the day-to-day operational workflows with our fintech partners, including application processing, risk escalations, and dispute resolution.
• Hold partners accountable to agreed SLAs, flag operational risks to the SVP of Operations early, and protect Builder Prime's interests.
• Support the Head of CX and CX Team to drive payments adoption, sharing accountability for adoption and attachment rates and acting as the subject matter expert on customer closing calls.
• Track core payments metrics (attach rate, volume, residuals) and report progress against revenue targets.
• Assist the Product Marketing teams by serving as the payments subject matter expert on customer-facing webinars, crafting sales enablement content, and acting as the internal champion for the product.
• Act as the central project manager for new payments features and fintech offerings, ensuring seamless rollout across Product, Sales, and Support.
• Spin up and run cross-functional "tiger teams" to tackle complex operational bottlenecks, driving alignment and execution without relying on direct authority.
• Serve as the embedded payments voice in product planning cycles, bringing operational signal and customer feedback into roadmap conversations and maintaining a standing working relationship with the Product team.

Requirements

• 4+ years of experience in SaaS operations, payments, fintech, or a closely related execution-focused role.
• Familiarity with payments economics: interchange, residuals, loss rates, and margin structure. Experience with embedded payments or PayFac models specifically.
• Proven process builder with a track record of taking messy or non-existent processes and building clear, scalable workflows, playbooks, and documentation from scratch.
• Experience managing day-to-day vendor or partner workflows, including tracking SLA accountability, handling support escalations, and running regular check-ins.
• You are comfortable working in spreadsheets, monitoring daily KPIs, and understanding basic unit economics to inform how you prioritize your operational work.
• You have excellent instincts for keeping complex initiatives on track. You know how to manage projects, drive alignment, and get things done across Sales, Product, and Support without relying on formal authority.
• You can easily translate technical or operational payments concepts into clear, digestible messaging for both internal teams and external customers.
• You are a highly resourceful individual contributor who thrives in the weeds. You are just as comfortable drafting a customer-facing email as you are mapping out an onboarding flow.
• Hands-on experience building and running agentic AI workflows, not just using AI tools

Benefits

• Exceptional Health Coverage – We cover 95% of medical, dental, and vision premiums for employees (Aetna & Guardian), plus 50% for dependents
• Strong Retirement Match – 401k with up to 4% company match that's immediately vested (no waiting period!)
• Generous Time Off – 20 PTO days, 48 hours sick time, 9 paid holidays, plus a paid volunteer day to give back to your community
• Annual International Retreat – All-expenses-paid company trip to connect with teammates in amazing destinations (This year we went to Cancun, Mexico! Join us for our next one in Spring 2027)
• Life Happens Coverage – Company-paid life insurance ($50k), AD&D, and short-term disability, plus optional accident, hospital, critical illness, and additional life insurance
• Grow With Us – $300 annual professional development stipend, plus an incredible sabbatical at 5 years (2 extra weeks PTO + $1,000 travel bonus)
• Comprehensive Parental Leave – 10 weeks paid parental leave for birthing parents, 4 weeks for non-birthing parents
• Fully Equipped From Day One – Company-provided laptop and all the equipment you need to succeed
• Room to Grow: We LOVE to promote from within. Show us your best stuff, and you’ll have ample opportunity to grow and advance.
• Flexible Work Arrangements: We are currently a mix of hybrid and fully remote roles across multiple time zones to support work-life balance.
• We Hate Red Tape: We never restrict our team’s creativity, so you’ll have the freedom to experiment and test out new ideas. At Builder Prime, “Iterate To Innovate” is a foundational philosophy.
• Strong Culture: Through the use of platforms like Bonusly, the Coffee Chat slack app, and other events and initiatives (both virtual and in-person), we strive to make work both a place where you can do the best work of your career AND have fun. There is no reason it can't be both!