Sr. Manager, Customer Support Payments

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. This is a high-impact, high-visibility role at the intersection of customer experience, revenue, and execution. You'll 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. A core part of this role is partnering closely with Product leadership on Practice Pay's roadmap and priorities, which means building trust, earning influence, and creating alignment with senior stakeholders who care deeply about the success of this offering. While this role reports to the Sr. Director, Customer Success, it requires a high degree of ownership, judgment, and cross‑functional influence. You will help 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. This is not a maintenance role. You'll be expected to 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. The right person brings an ownership mindset, executive presence, and a growth orientation to help Practice Pay become a stronger, more scalable offering across PracticeTek while expanding their own impact over time. We're excited to consider remote candidates for this role! That said, if you're based in Las Vegas, NV; Green Bay, WI; or San Diego, CA, you'll enjoy a dynamic hybrid setup, spending three days each week collaborating in the office and the rest working from wherever you're most productive. About Practice Pay Practice Pay is the payment engine behind PracticeTek, enabling seamless, secure, and scalable payment experiences across multiple brands. Our mission is simple: make it easier for healthcare practices to get paid by reducing friction from onboarding through ongoing payment operations. We support the full payments lifecycle, with a strong focus on onboarding and activation. From guiding clients through applications and approvals to ensuring compliance requirements like PCI, Practice Pay helps practices get up and running quickly and confidently. We work closely with onboarding, customer success, product, and external payment partners to deliver a connected experience that aligns payments with the broader platform journey. As a core part of PracticeTek, Practice Pay plays a key role in accelerating time‑to‑revenue, improving operational efficiency, and delivering a consistent payments experience across a growing portfolio of brands. Our goal is straightforward: make payments feel effortless so providers can focus on delivering great care while their business runs smoothly. What You’ll Do 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. How Success Is Measured Improved merchant activation rate, payment attach rate, time‑to‑first‑transaction, and time‑to‑revenue across assigned brands and customer segments. Increased onboarding efficiency through stronger application approval rates, reduced onboarding delays, fewer escalations, and improved team productivity and throughput. Stronger payments onboarding experience measured by CSAT, merchant engagement, adoption, utilization, and reduced customer friction. Greater operational scalability through reduced manual work, increased automation and AI adoption, improved forecast accuracy, and stronger visibility into payments performance. Consistent team performance measured by KPI attainment, employee engagement, retention, training completion, readiness, and accountability to operational targets. 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. Benefits As part of the TekTribe, you’ll enjoy: Comprehensive health, dental, and vision coverage options Wellness benefits that support lifestyle, behavioral health, and overall well‑being Flexible paid time off, sick time, and 10 company‑paid holidays 401(k) plan with company match to help you build your future Culture Committee driving initiatives that spark connection, fun, and belonging A workplace powered by innovation, collaboration, and energy every day Ready to Join? If you’re excited to bring your ideas, energy, and expertise to a team that’s shaping the future of healthcare, we can’t wait to hear from you. Apply today and let’s make healthcare simpler, smarter, and better together. The Fine Print (That Really Matters) At PracticeTek, we determine compensation by considering market data, internal equity, and each candidate’s skills and experience. For this position, we reasonably expect to pay between $100,000 – $120,000. This role is also eligible for benefits, including health, dental, vision, paid time off, 401(k) with company match, and may be eligible for additional compensation such as bonuses or equity, as applicable. PracticeTek is an Equal Opportunity Employer. We are committed to creating an inclusive environment where all employees feel valued and supported. All qualified applicants will receive fair treatment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, ancestry, citizenship, age, disability, veteran status, genetic information, marital status, uniformed service status, or any other characteristic protected under applicable law. This job description is not a contract of employment and does not alter the at‑will relationship between PracticeTek and its employees. #J-18808-Ljbffr PracticeTek