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Manager of Payment Operations

At Fullbay, our mission is simple - to create safer roads for our families and yours. As leaders in the heavy-duty repair industry, we power shops with technology that helps them run smarter and more efficiently. As an AI-First company, we invite artificial intelligence to eliminate friction, spark innovation, and drive efficiencies in every conversation- for our teams and our customers.

The Manager of Payment Operations is the operational backbone of Fullbay Payments - the person who makes sure every part of the payments lifecycle runs cleanly, consistently, and at scale. From merchant onboarding through activation, processing, and expansion, this role owns the systems, workflows, and cross-functional execution that keep Payments moving forward.

This isn't a reactive role. It's the person who sees where the machine is slipping before it stalls - and builds the fixes that last. Partnering across Payments Revenue, Product, Engineering, RevOps, Support, and external partners like Stripe, this role sits at the center of execution and is accountable for making the whole system work as one.

The Right Wrench for the Job:

In a heavy-duty shop, a payment that doesn't process is a truck that doesn't move. Every delay in onboarding, every activation bottleneck, every unresolved processing issue has a real cost - to the shop, to the customer, and to the business.

You're the right fit if you're the kind of person who doesn't just flag a broken process - you trace it to the root, build a fix, and make sure it doesn't break again. You're equally comfortable sitting in a cross-functional meeting untangling ownership and rolling up your sleeves to redesign a workflow that's been held together with manual workarounds.

This isn't the role for someone who manages around problems. If your instinct is to escalate and wait, this isn't your shop. But if you're wired to drive clarity, build durable systems, and measure your success by what stops breaking - we'd like to talk.

Primary Duties & Responsibilities:

Payments Lifecycle Execution

• Ensure execution across the Payments lifecycle (onboarding, activation, processing, expansion)
• Drive clean handoffs between Payments Account Executives (PAEs), Onboarders and Payments Account Managers (PAMs) and CSMs
• Identify where execution breaks down and ensure ownership is clear and work is progressing
• Track execution of key workstreams and ensure teams are moving forward
• Clarify ownership, remove ambiguity, and ensure follow-through across teams

Operational Systems & Process Design

• Build and refine cross-functional workflows that enable consistent execution for payment initiatives
• Identify recurring operational issues and implement fixes at the root cause
• Partner with Product, Engineering, and RevOps to improve systems not just manage around them
• Reduce reliance on manual coordination by improving underlying processes

Issue Identification & Resolution

• Identify patterns in operational issues impacting onboarding, processing, or customer experience
• Ensure issues are routed to the correct owners rather than becoming a central escalation point
• Drive follow-through until issues are resolved and underlying causes are addressed
• Implement changes that prevent repeat issues

Revenue Team Enablement

• Support PAE and PAM teams by improving operational workflows that impact onboarding, activation and GMV
• Reduce friction in underwriting, activation, and processing flows
• Ensure Revenue teams have clear processes and visibility into operational status

External Partner Coordination

• Coordinate with partners such as Stripe when issues impact execution
• Ensure partner-related work is clearly owned and progressing

Operational Performance

• Monitor and make recommendations to improve key Payments operational metrics, including but not limited to: Time-to-activation, authorization, decline rates and payment failure trends
• Identify where revenue leakage may be occurring and make recommendations for change
• Identify trends and implement improvements that increase reliability and efficiency
• Continuously improve how Payments operates as a system

Minimum Education & Work Experience

• 5+ years experience in operations, payments, or cross-functional execution roles
• Experience working with SaaS or payments systems (Stripe or similar preferred)
• Experience working cross-functionally with Product, Engineering, and Revenue teams

Key Skills and Qualifications

• Strong systems thinker with ability to identify root causes
• Ability to drive execution without direct authority
• Clear communicator who can create alignment across teams
• Structured problem solver who focuses on durable solutions
• Data-driven mindset with the ability to interpret metrics and drive performance improvements
• Comfort operating in fast-paced, evolving environments
• Strong understanding of payment processing, merchant onboarding, and integrated payments ecosystems

Why This Role Matters

The Director of Payment Operations plays a critical role in ensuring that Payments operates as a scalable, reliable, and high-performing business line.

By bridging Payments Revenue strategy with operational execution, this role directly impacts:

• Payments activation and adoption
• Customer experience and retention
• Revenue growth and operational efficiency

This role ensures that as Payments scales, the systems, processes, and execution required to support that growth scale with it.

Physical Demands and Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

• Regularly required to sit at a desk in front of a computer and use hands to finger, handle, or feel objects, tools, or controls (including a computer keyboard and operating a telephone), lift and/or move up to 10 pounds.
• Frequently requires the use of hands and arms for reaching, as well as the ability to walk and communicate effectively through speaking and listening.
• Specific vision abilities required by this position include close vision, color vision, and the ability to adjust focus.
• Noise level in the work environment is usually moderate.
• Type on a computer keyboard and look at a computer monitor, and operate a cell phone or a computer-based phone.