Senior Manager, Fintech Payments Operations

Zenoti provides an all-in-one, cloud-based software solution for the beauty and wellness industry. Our solution allows users to seamlessly manage every aspect of the business in a comprehensive mobile solution: online appointment bookings, POS, CRM, employee management, inventory management, built-in marketing programs and more. Zenoti helps clients streamline their systems and reduce costs, while simultaneously improving customer retention and spending. Our platform is engineered for reliability and scale and harnesses the power of enterprise-level technology for businesses of all sizes

Zenoti powers more than 30,000 salons, spas, medspas and fitness studios in over 50 countries. This includes a vast portfolio of global brands, such as European Wax Center, Hand & Stone, Massage Heights, Rush Hair & Beauty, Sono Bello, Profile by Sanford, Hair Cuttery, CorePower Yoga and TONI&GUY.

Our recent accomplishments include surpassing a $1 billion unicorn valuation, being named Next Tech Titan by GeekWire, raising an $80 million investment from TPG, ranking as the 316th fastest-growing company in North America on Deloitte’s 2020 Technology Fast 500™. We are also proud to be recognized as a Great Place to Work CertifiedTM for 2021-2022 as this reaffirms our commitment to empowering people to feel good and find their greatness. To learn more about Zenoti visit: https://www.zenoti.com

Job Summary:

We are looking for an experienced Senior Manager – Fintech Payments Operations to oversee and enhance our payment processing functions. This role requires a deep understanding of payment systems, transaction processing, compliance, and risk management. The ideal candidate will work closely with internal and external stakeholders to ensure smooth, secure, and efficient payment operations while driving strategic improvements.

Key Responsibilities:

• Oversee and lead the end-to-end payment operations, including transaction processing, reconciliations, settlements, chargebacks, and refunds.

• Collaborate with payment service providers, banks, and financial institutions to optimize payment workflows and establish strong relationships.

• Ensure compliance with regulatory requirements, industry standards, and internal policies related to payments.

• Monitor key performance indicators (KPIs) for payment processes and drive initiatives to improve efficiency, reduce failures, and enhance customer experience.

• Lead, mentor, and develop a high-performing team responsible for payment operations, fostering a culture of accountability and continuous improvement.

• Work with product, engineering, and customer support teams to enhance the payments ecosystem and introduce innovative payment solutions.

• Investigate and resolve payment-related issues, fraud risks, and disputes in a timely manner, implementing proactive risk mitigation strategies.

• Develop and implement standard operating procedures (SOPs) and best practices to streamline payment processes and improve operational excellence.

• Stay updated on industry trends, emerging payment technologies, and regulatory changes to drive innovation and compliance.

• Prepare reports and insights for senior leadership to support strategic decision-making and present actionable recommendations.

Qualifications & Skills:

• Bachelor’s or master’s degree in finance, Business Administration, or a related field.

• 10+ years of experience in payments operations, payment processing, or financial services.

• Strong expertise in payment gateways, card networks (Visa, Mastercard, Amex), ACH, wire transfers, and digital wallets.

• Deep understanding of regulatory frameworks such as PCI DSS, PSD2, AML, and KYC.

• Hands-on experience with payment reconciliation, settlements, chargeback management, and fraud prevention.

• Excellent analytical, problem-solving, and decision-making skills with a keen attention to detail.

• Proven ability to lead and manage large teams with strong leadership, team management, and communication skills.

• Ability to work in a fast-paced and dynamic environment with a strategic mindset.

• Proficiency in using payment processing tools, financial software, and Excel.

Preferred Qualifications:

• Experience working with payment service providers like Adyen, Stripe, or Worldpay.

• Strong background in payment risk management and fraud prevention strategies.

• Prior experience in SaaS or fintech companies is a plus.

Zenoti provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.