What are the responsibilities and job description for the Payment Operations Manager position at Autura?
Payment Operations Manager
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.
This is a remote position with a preference for hiring in Florida, Georgia, Texas, Ohio, Maryland, Missouri
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.
What You'll Own
TowPay Activation
- 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
TowPay Utilization & Expansion
- 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
Fraud & Chargeback Risk Management
- 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
Sales Collaboration
- 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
Product Feedback Loop
- 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
What We're Looking For
- 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 Have
- Chorus and Stripe
- 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