Manager, Services

About The Role

The Manager, Payment Services will play a critical role in ensuring the company's compliance with regulatory and industry standards, while driving operational efficiency within the payments team. Reporting to the Director of Payment Operations, the Manager will oversee key payment processes, including onboarding, underwriting, risk management, and compliance functions for a payments donor management platform that’s processed over $35 billion in charitable giving.

This position requires a strategic, tactical and highly driven leader with a deep understanding of the payments industry who can lead and transform teams, manage client escalations and stakeholder relations, engage with payment processing partners and execute continuous improvement in merchant experience across payment operations.

Named as one of Built In ‘Best Places to Work’ in Seattle, Denver and Dallas for 2025; ranked number 10 by Seattle Business Magazine in the ‘Washington’s 100 Best Companies to Work For’ list in the large companies category for 2024; named as a 2025 ‘Best Places to Work for Women’ by Best Companies Group.

• 100% employer-paid premiums for Medical HDHP Plan, Dental, and Vision for employee
• 70% employer-paid premiums for Medical PPO Plan for employees, and Medical, Dental, and Vision for dependents
• 401K match
• Hybrid work model - 3 days in the office / 2 days remote each week
• 12 paid Company Holidays
• 2 paid Volunteer Time Off days
• 20 days PTO to start, increases with tenure and seniority.
• Paid parental and adoption leave
• Compensation Range: $109,067 - $126,032

Compensation ranges are determined by role and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

• Strategic Leadership:
  Align team goals with departmental and company objectives and market trends, providing direction for the payments team.
• People Leadership:
  Cultivate a team culture around Pushpay values and goals; people-focused, teachable, driven, simplicity and generosity.
• People Management:
  Train and develop team members, communicate clear expectations, hold frequent one on one meetings to document all progress, execute performance documentation when needed and complete performance reviews.
• KPI Management:
  Measure, report and optimize payment KPIs regularly, ensuring the team stays on track to achieve goals.
• Escalation Management:
  Triage and investigate reported payments escalations across multiple channels while providing timely and accurate responses to our internal and external partners.
• Operational Efficiency:
  Drive and execute efficiencies within payment processes by leveraging data analytics and business intelligence tools to enhance decision-making, optimize resource allocation, and improve productivity. Collaborate with Business Operations to enhance workflow, process updates, and task reporting related to underwriting and risk processes.
• Stakeholder Communication:
  Work directly with payment processing partners and merchants to address issues and exceptions through email, phone calls, and video conferencing; build strong, long-lasting relationships centered on operational excellence.
• Policy and Training Oversight:
  Ensure that internal policies and procedures are updated, documented, and adhered to while supporting training and audit improvements.
• PCI Compliance:
  Manage PCI compliance audits and certifications including internal training and enforcement.
• Fraud and
  
  Risk Management:
  
  Support compliance filings, conduct post-mortems on fraudulent activities, and implement new internal processes to mitigate future risk. Oversee portfolio risk management, including audits, account and price reviews, and the implementation of risk controls.
• Regulatory Adherence:
  Stay updated on changes in payments regulations and ensure compliance with industry standards.

• Bachelor’s degree or higher in Business, Finance, or a related field.
• A minimum of 5 years of progressive experience in payments or Fin Tech roles.
• A minimum of 3 years managing people.
• Demonstrated experience and domain expertise in…