General Manager - Payment Plans

Company Overview

Promise modernizes how government agencies and utilities support people in financial difficulty. We build technology that makes it simple for residents to receive benefits, engage with assistance programs, set up flexible payment plans, and stay on track—while helping agencies increase efficiency, recover revenue, and deliver services with dignity. Our mission is to transform public systems so they work better for everyone, especially the most vulnerable.

Our team includes experts from companies like Palantir, Google, Stripe , and esteemed government leaders. We work hard and believe deeply in what we do. We're looking for excellent people to build innovative, resilient technology.

Backed by over $50 million in funding from top investors – such as Reid Hoffman, Howard Schultz, Michael Seibel, Y Combinator, 8VC, The General Partnership, First Round Capital, Kapor Capital, XYZ Ventures, and Bronze Investments – Promise has been recognized as one of Fast Company's "World's Most Innovative Companies of 2022,” “Forbes Next Billion-Dollar Startups 2024,” and Y Combinator’s #1 GovTech startup.

PromisePay Overview

PromisePay is a convenient and flexible payment plan service that helps individuals repay past-due balances to utilities and municipalities. It supports customers who have fallen behind on energy, water, gas, property taxes, parking citations, and more. PromisePay makes repayment simple and transparent for residents while helping agencies recover more revenue and maintain essential service continuity.

The mobile-friendly PromisePay experience enables customers to enroll in customized plans, view real-time balances, pay with a wide range of methods, receive automated reminders, and manage their payment information with ease. PromisePay integrates directly with utility and municipal Customer Information Systems to create an automated, seamless workflow between agency operations and customer payment experiences.

Role Overview

The General Manager of Payment Plans owns Promise’s largest product line. This leader oversees the end-to-end business, spanning product strategy, go-to-market, operations, implementation, and customer outcomes. The role requires a metric-driven operator who can navigate large-scale public-sector environments, long procurement cycles, technical integrations, and regulatory and compliance considerations.

You will be responsible for driving growth, strengthening margins, improving repayment outcomes for residents, and expanding PromisePay’s reach across State, Local, Utility, and Federal segments.

What You’ll Do

Business Leadership

• Own overall business performance for PromisePay, including revenue growth, margins, and product adoption

• Define and execute strategies across new business, expansion, and operations

• Partner with Sales, Marketing, and Finance to forecast revenue, prioritize opportunities, and manage budgets

• Drive high-quality implementations that improve time-to-value and lower delivery costs

• Improve performance across existing customers, including enrollment, repayment, and satisfaction metrics

Product and Operations

• Own the Payment Plans roadmap with a focus on stability, scalability, and innovation

• Work closely with Engineering and client IT teams to deliver secure, sustainable integrations with Customer Information Systems

• Increase automation and improve usability to drive higher completion rates and reduce friction

• Apply data and behavioral insights to optimize customer engagement and revenue recovery

• Strengthen operational efficiency for agency partners, including reducing call center volume and improving satisfaction metrics

Sales and Market Growth

• Shape market messaging, value propositions, and segment-specific opportunities

• Partner with Sales to ensure alignment between customer needs and product capabilities

• Identify new opportunities where PromisePay can create high impact and strong unit economics

• Develop thought leadership in repayment behavior and flexible payment programs to support upsell and expansion

Who You Are

• 10+ years of experience in product, operations, or general management

• Experience in fintech, payments, SaaS, or regulated public-sector environments

• Track record of owning revenue or P&L and delivering strong business outcomes

• Skilled in cross-functional leadership across technical, operational, and customer-facing teams

• Highly analytical and data-driven, with experience building and managing KPIs

• Mission-driven leader committed to improving access, equity, and public-sector outcomes

Who Thrives at Promise

You’ll love it here if:

• You are energized by building new businesses

• You thrive in environments with autonomy and ownership

• You can navigate ambiguity and bring clarity

• You care deeply about impact and execution

Promise is not for you if:

• You prefer rigid structures over flexibility

• You are uncomfortable with change or rapid iteration

• You want to maintain rather than build

How We Support Our People

• 100 percent employer-paid health coverage

• Generous PTO and sick leave

• Lunch, snacks, and coffee provided

• Company retreats

• Hybrid work environment with three in-office days per week

Promise is an equal opportunity employer and does not discriminate against any applicant or employee because of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, genetic information, age, or military or veteran status. Additionally, the Company complies with applicable state and local laws governing non-discrimination in employment in every jurisdiction in which it operates. Promise is committed to promoting diversity and inclusion in the workplace. We also provide reasonable accommodations to qualified individuals with disabilities, pregnant individuals, and those with sincerely held religious beliefs, in accordance with applicable laws.

Promise engages in US government contracts and restricts hiring to US persons, which includes US citizens and permanent residents (e.g., Green Card holders). Additionally, candidates must reside in the US.