eCommerce Payments Manager

Role Overview

• Manage and support a payments program management team, including program managers and reporting analysts, by setting clear priorities and providing day-to-day guidance, coaching, and performance feedback.
• Oversee the planning and execution of billing and payments programs, ensuring initiatives are well scoped, tracked, and delivered in coordination with cross-functional partners.
• Establish and reinforce program management best practices such as intake, prioritization, dependency management, risk tracking, and stakeholder communication.
• Partner with Finance, Accounting, Product, Engineering, Compliance, and Data teams to coordinate cross-functional delivery of billing and payments initiatives.
• Support the development and maintenance of program roadmaps, balancing near-term delivery needs with longer-term platform and process improvements.
• Guide the reporting analyst in building and maintaining dashboards, metrics, and reporting that provide visibility into program progress, risks, and outcomes.
• Leverage data platforms such as Databricks, business intelligence tools, and emerging AI-enabled capabilities to improve program transparency, efficiency, and decision-making.
• Partner with third-party payment processors and gateway providers to manage integration health, escalate processing issues, and support contract and relationship oversight.
• Serve as a point of escalation for program risks and delivery challenges, helping teams navigate tradeoffs and resolve blockers.
• Oversee chargeback and dispute resolution workflows, tracking trends and partnering with Finance and Operations teams to reduce dispute rates and revenue leakage.
• Support SOX and compliance-related programs by coordinating timelines, documentation, and cross-team inputs.
• Communicate program status, risks, and outcomes clearly and consistently to stakeholders to ensure alignment and shared understanding.
• Manage relationships with key billing and payments vendors, including processors, platform providers, and system integrators, supporting contract renewals, performance reviews, and escalations.
• Foster a collaborative and accountable team environment while continuing to grow as a people manager and program leader in the billing and payments domain.

Requirements

• Bachelor’s degree in Computer Science, Applied Sciences, Finance, Accounting, or a related field, or equivalent practical experience
• At least 5 years of management experience, including people leadership in program management, payments, billing, or related domains
• At least 8 years of experience in the billing and payments domain, ideally within a fast-paced technology, eCommerce, or financial services environment
• Hands-on experience with enterprise billing and ERP platforms, with strong preference for Zuora; experience with NetSuite, Oracle, or similar systems is a plus
• Experience working with data and reporting platforms such as Databricks and business intelligence tools including Tableau, Domo, Power BI, or similar
• Hands-on experience working with payment gateway and processor platforms such as Stripe, Braintree, Chase etc; familiarity with payment APIs and webhook-based integrations is a plus
• Familiarity with AI and automation concepts and practical experience applying them to reporting, analytics, or program workflows
• Proven success managing chargeback and dispute processes, including root cause analysis, representment workflows, and coordination with card networks or processors
• Working knowledge of PCI, NACHA, and SOX requirements, including audit coordination and compliance processes
• Working knowledge of payment fraud patterns, risk controls, and mitigation strategies in an eCommerce or digital payments environment
• Experience managing third-party vendor relationships in a billing or payments context, including performance monitoring and contract coordination
• Strong analytical and problem-solving skills, with the ability to translate complex information into clear insights and recommendations
• Highly organized and detail-oriented, with the ability to manage multiple programs and competing priorities effectively.

Tech Stack

• ERP
• Oracle
• Tableau

Benefits

• Competitive base salary
• Equity awards based on experience, performance, and location
• Health insurance
• Retirement plans