Payment Operations Manager

Autura•Boston, MA

1d•Remote

About The Position

About Autura Autura is the leading software platform for the towing and recovery industry, providing purpose-built solutions that help towing operators run more efficient, profitable businesses. Our integrated product suite spans dispatch, impound management, compliance, and payments — giving operators a single platform to manage their entire operation. The Opportunity TowPay, Autura's integrated payment solution, represents one of our most significant growth opportunities — and we're looking for a Payment Operations Manager to own it. This is a senior individual contributor role sitting at the intersection of customer success, revenue, and product. You'll be responsible for driving both the activation of TowPay across our customer base and maximizing how deeply it's used once live. You'll bring a strong payments background — ideally from a vertical SaaS environment — and know how to move the needle in a business where integrated payments are both a product and a revenue driver. This role should sit in one of our Autura Hub Cities: Dallas, Houston, Kansas City, Cleveland, Las Vegas, Miami, DC, Buffalo, Atlanta You should be open to travel 10-20% of the year

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

Nice To Haves

Experience in the towing, fleet, field service, or adjacent industries
Familiarity with ISV/PayFac payment models
Experience enabling or coaching non-payments colleagues to support payments-adjacent conversations

Responsibilities

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