Autura

Payment Operations Manager

Autura

full-time

Posted on:

Location Type: Remote

Location: District of Columbia • Florida • United States

Visit company website

Explore more

✨ AI Apply
Apply

About the role

  • Own the post-sale activation pipeline for TowPay cross-sell opportunities across the customer base
  • Directly drive activation with assigned accounts while equipping and enabling other Customer Ops team members to do the same at scale
  • Develop repeatable playbooks, messaging, and objection-handling frameworks to accelerate time-to-live
  • Track and report on activation rates, identify bottlenecks, and drive continuous improvement
  • Once customers are live, drive adoption of TowPay across transaction types, locations, and workflows
  • Partner with other customer facing teams to embed payments into customer habits and workflows
  • Identify underutilizing accounts and develop targeted engagement strategies to increase volume and depth of use
  • Serve as the subject matter expert on TowPay best practices for the broader Customer Ops team
  • Act as the primary liaison between Autura's finance team and customers on chargeback disputes, fraud flags, and risk escalations
  • Help customers understand their risk exposure and adopt practices that reduce chargebacks and protect their payment standing
  • Work cross-functionally to ensure Autura's risk policies are communicated clearly and applied consistently
  • Partner with sales teams across Autura's product lines to ensure TowPay booking estimates are grounded in realistic activation assumptions
  • Support smooth customer handoffs from sales to implementation by establishing clear expectations around the payments onboarding process
  • Provide deal-level input on payment-related questions and customer readiness
  • Synthesize customer feedback and field observations into structured, actionable input for the product team
  • Serve as the voice of the customer on payments — surfacing friction points, feature gaps, and competitive context that should inform roadmap priorities

Requirements

  • 6–10 years of experience in payments, payment operations, or a closely related field
  • Hands-on experience with integrated payments inside a vertical SaaS business — you understand how payments fit into a broader software workflow, not just as a standalone product
  • Proven track record of driving payment adoption and utilization, not just implementation
  • Familiarity with chargeback and fraud management processes in a SaaS or fintech context
  • Strong cross-functional collaborator — comfortable working across Customer Success, Finance, Sales, and Product
  • Data-driven and organized, with the ability to manage a pipeline of accounts and activation activities simultaneously
  • Excellent communicator who can translate payment complexity into clear guidance for customers and internal teams
  • Self-starter mindset with the ability to build structure and playbooks in a scaling environment
Benefits
  • Competitive compensation
  • Comprehensive medical coverage, including company HSA contributions
  • 401(k) with a 4% company match
  • Open/Unlimited Paid Time Off
  • Remote-first flexibility, with meaningful in-person time as your team needs
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
paymentspayment operationsintegrated paymentschargeback managementfraud managementdata analysispipeline managementcustomer onboardingactivation strategiesplaybook development
Soft Skills
cross-functional collaborationcommunicationorganizational skillsself-starter mindsetcustomer advocacyproblem-solvingstrategic thinkingadaptabilityteam enablementfeedback synthesis