Manager, Payments & Collections Strategy

About the role

The Manager, Payments and Collections Strategy will oversee the development and implementation of payment and recovery strategies, dunning strategies, and collections execution across the Planet Fitness ecosystem. This role will also serve as a key cross-functional partner to Technology and Finance leadership.

Responsibilities

• Evaluate, develop, and implement modern and effective payment and recovery strategies, dunning strategy, and collections execution across the full Planet Fitness ecosystem.
• Maintain a specialized strategy for neobank-issued accounts (e.g., Chime, Varo, CashApp).
• Define and optimize member primary payment strategy across ACH and card, including evaluating which payment methods are accepted and incentivized.
• Manage multi-channel dunning strategies (email, SMS, in-app) tailored to member behavior and return type.
• Analyze involuntary churn data; connect payment failure patterns to member loss and translate recovery curve insights into actionable collections strategy improvements.
• Monitor collections KPIs and drive recovery improvement while maintaining a positive member experience.
• Partner with Billing, Operations and Accounting on write-off criteria and recommend policy standardization across corporate and franchise groups.
• Ensure payment and collections strategies remain compliant with NACHA requirements and monitor for regulatory changes that require strategy adaptation.
• Own the company’s payment fraud prevention posture, define the strategy, set risk thresholds, and drive continuous improvement as transaction volume and card mix grow.
• Build and manage the chargeback program prevention strategy, evidence standards, representment workflows, and win-rate optimization by tracking dispute rates and chargeback win rates by reason code; identify where representment ROI exceeds write-off.
• Monitor processor performance, authorization rates, ACH return rates to identify optimization opportunities and drive strategic recommendations.
• Own interchange and fee analysis across card types, payment methods, and routing decisions and flag anomalies and fee reduction opportunities.
• Partner with Technology on fraud tooling selection, configuration, and ongoing performance monitoring.

Requirements

• Bachelor’s degree in Finance, Business, Accounting, or related field.
• 5+ years of experience in finance operations, fintech, or consulting roles.
• Experience in payment economics, interchange structures, fee optimization, and processor performance evaluation.
• Chargeback and dispute management experience, reason code analysis, representment strategy, and fraud monitoring.
• Strong analytical capability; comfortable reasoning from return codes, recovery curves, and cohort data.
• Familiarity with payment processors, billing tools, and data visualization tools such as PowerBI.
• Knowledge of fraud-prevention tools, bank account verification methods, and authentication frameworks.
• Experience with chargeback or representment platforms and pre-dispute alert services.
• Exposure to SOX-controlled environments.
• Extremely detail-oriented, efficient, and organized with an exceptional ability to establish priorities and objectives.
• Excellent presentation and communication skills along with the ability to communicate effectively across all levels of the organization.
• Creative, progressive, thought leadership with the ability to influence at all levels of the organization.
• Dedicated learner with a natural curiosity for consistent growth.
• Exhibits comfort, ease, and flexibility working in an extremely fast-paced ever-changing, deadline-driven environment.
• Cooperative team player with an upbeat, positive, “can-do” attitude!

Qualifications

• Experience in membership, subscription consumer, or franchise businesses.
• Ability to establish and maintain effective, collaborative work relationships with diverse individuals, internally and externally.

Skills

• Payment Optimization & Architecture Design
• Develop and maintain a specialized strategy for neobank-issued accounts
• Define and optimize member primary payment strategy across ACH and card
• Manage multi-channel dunning strategies
• Analyze involuntary churn data
• Monitor collections KPIs and drive recovery improvement
• Partner with Billing, Operations and Accounting on write-off criteria
• Ensure payment and collections strategies remain compliant with NACHA requirements
• Own interchange and fee analysis
• Own processor performance and fee monitoring
• Own fraud prevention strategy
• Own chargeback and dispute management

Benefits

• Comprehensive benefits package including medical, dental, vision, life and disability as well as supplemental accident, hospital and critical illness coverage options.
• Time off program (including volunteer time), childcare reimbursement, paid parental leave, pet care reimbursement, tuition reimbursement, free Black Card membership, learning and development programs and a whole host of engagement activities.
• 401(k) Plan with safe harbor employer matching and an employee stock purchase plan.
• Eligible to participate in an annual corporate bonus incentive program based on company financial and personal performance.

Pay

Annual Base Salary Range: $120,000 - $140,000

Schedule

This role follows a hybrid schedule and requires regular, in-person work at our Hampton, NH or Boston, MA office. Our hybrid model is M/T/W in office and TH/F are optional work-from-home. Candidates must reside within commuting distance of one of these locations. Fully remote work is not available for this role.