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. Key responsibilities include leading the strategy, execution, and performance of payments onboarding and activation, ensuring merchants adopt and use our payment solutions quickly, confidently, and compliantly. This role requires a high degree of ownership, judgment, and cross-functional influence.

Responsibilities

• Own the operational performance of Practice Pay onboarding and activation across multiple brands and customer segments, ensuring merchants are activated quickly, compliantly, and positioned for long-term adoption.
• Improve merchant activation, time-to-first-transaction, payment adoption, and time-to-revenue by identifying friction points, strengthening readiness processes, and optimizing activation workflows.
• Lead, coach, and develop a team of Payments Specialists by setting clear performance expectations, establishing operational KPIs, driving accountability, and supporting individual growth.
• Build scalable payments operations processes using Salesforce, Zentact, automation, AI, reporting tools, and operational dashboards to improve efficiency, increase throughput, and support continued growth.
• Partner across Customer Success, Sales, Product, Finance, Support, brand leadership, and external payment processors to align priorities, resolve escalations, improve the customer experience, and drive measurable business outcomes.

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.