Sr. Manager, Customer Support Payments

About the role

The Senior Manager, Payments Operations is responsible for the operational success of Practice Pay across the PracticeTek portfolio. You will lead the strategy, execution, and performance of payments onboarding and activation, ensuring merchants adopt and use our payment solutions quickly, confidently, and compliantly.

Responsibilities

• Lead the strategy, execution, and performance of payments onboarding and activation, ensuring merchants adopt and use our payment solutions quickly, confidently, and compliantly.
• Partner across Customer Success, Sales, Product, Finance, Support, and brand leadership to improve merchant activation, accelerate time-to-revenue, increase payment adoption, and scale one consistent payments experience across multiple verticals.
• Build trust, earn influence, and create alignment with senior stakeholders who care deeply about the success of this offering.
• Shape what Practice Pay operations look like as we continue to scale across brands and verticals, bringing structure to ambiguity and turning complex challenges into clear, measurable progress.
• Identify what is broken, slow, or not yet scalable; design stronger processes; apply automation and AI where it counts; and deliver business results in a fast-moving environment where the work is visible, important, and full of opportunity.
• Help Practice Pay become a stronger, more scalable offering across PracticeTek while expanding their own impact over time.

Requirements

• 10+ years of experience in payments, merchant services, fintech, SaaS operations, customer success, or related customer-facing operational leadership roles, with deep working knowledge of merchant onboarding, payment processing, underwriting, PCI compliance, risk reviews, terminal deployment, and activation workflows.
• 5+ years of experience leading and developing teams, including hiring, performance management, coaching, workforce planning, talent development, and holding a team accountable to operational targets.
• Proven success leading complex, high-visibility, cross-functional initiatives where customer experience, operational execution, revenue impact, and executive attention intersect.
• Experience helping define and scale an operational function, product motion, or customer-facing program across multiple brands, business units, verticals, or customer segments.
• Strong ability to influence and align senior stakeholders, including executive leaders and cross-functional partners, without relying solely on direct authority.
• Ability to build credibility quickly, communicate with clarity, navigate competing priorities with composure, and keep teams moving toward shared outcomes.
• Strategic range to shape direction, not just run the playbook, with the ability to size opportunities, build plans, connect daily operations to business outcomes, and turn ambiguity into measurable execution.
• Hands-on experience with Zentact, Salesforce, payment onboarding platforms, reporting tools, and operational dashboards to manage merchant applications, approvals, activation, and performance visibility.
• Demonstrated impact improving activation, adoption, onboarding efficiency, time-to-revenue, or revenue realization for a payments, fintech, SaaS, or customer-facing offering.
• A bias for identifying automation, AI, and process-improvement opportunities that improve both customer and operational outcomes.
• Strong business judgment, executive presence, communication, and leadership skills, with genuine comfort operating in a highly visible environment where priorities can shift and expectations are high.