Manager, PayFac and Merchant Operations


Remote job description

Get to know us:

We're FieldRoutes, a leading cloud-based and mobile SaaS provider in the pest control and lawn care industry. Recently acquired by ServiceTitan, the world's leading provider of software for the trades, our platform automates all aspects of field service operations for enterprise and small businesses, enabling them to accelerate growth, streamline operations, increase customer retention, and maximize revenue.

When you join our team, you'll be joining one of the fastest growing companies in the US with an award-winning culture that's been celebrated by Inc. Magazine and Forbes. Trusted by over 1,700 field service companies across thousands of locations, our software helps clients manage upwards of a billion dollars in revenue. Our partnership with ServiceTitan will enable us to accelerate investment in our technology and people while maintaining our flexible startup culture.

Ready to make your career move?

As a Payments Operations Manager, you will be responsible for managing all payments operations at FieldRoutes. This includes onboarding, troubleshooting, credit card token transfers, escalations, and client management. As a Payments Operations Manager, you will ensure clients are successful migrating from their previous merchant provider to FieldRoutes' payments services. Payments Operations Manager also work closely with the Data Manager to coordinate and execute data migrations and help uncover and enhance current procedures for an efficient credit card migration process in the implementation phase at PestRoutes.

What you'll do:

  • Manage time effectively, meet personal goals and work closely and effectively with Implementation Specialists, Sales, Executive, VP Payments, VP Operations, and the Development team
  • Define best practices for the company and tips & tricks
  • Manage customer escalations
  • Track and set goals for improving NPS for payments customers
  • Assist the Director of Implementation, VP Operations, VP Payments, & Data Manager in implementing systems that will help reach department goals efficiently and effectively
  • Establish relationships with merchant competitors to assist in efficient migrations
  • Define systems that allow the customer to stay up to date on the status of their credit card migration
  • Set the right expectations to the customer and previous merchant on processes
  • Ensure that any documentation, forms, information, and any other data are provided to our customers/previous merchants
  • Troubleshoot data issues on credit card migrations
  • Create and maintain documentation for new processes and procedures

What you'll bring:

  • Bachelor's degree required or equivalent combination of work experience and education
  • At least 1+ year of project management experience
  • Excellent verbal and written communication skills
  • Strong analytical capabilities for advanced problem-solving
  • Ability to multi-task, prioritize, and manage time effectively
  • Self-driven, results-oriented with a positive outlook and a focus on quality
  • Advanced knowledge of Microsoft Office: Word, Excel
  • Experience working with JIRA and preferred but not required
  • Ability to work in a fast-paced environment
  • Quick learner and willing to be flexible
  • U.S. Citizen or Permanent Resident status required
  • Visa Sponsorship not available

Where you'll work:

We're 100% remote with HQ located in McKinney, TX.

Be Human With Us:

Being human isn't about checking every box on a list. It's about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we're solving. We're in this together. Come be human, with us.

What We Offer:

When you join our team, you're not just accepting a job. You're making a career move. Here's how we'll support you in doing some of the most impactful work of your career:

  • Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and Founders Club- open to all Titans.
  • Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to Headspace, Galileo, One Medical, Ginger and more.
  • Support for Titans at all stages of life: Parental leave and support, up to $20k in adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.

Company name: ServiceTitan
Remote job title: Manager, PayFac and Merchant Operations
Job tags: saas / subscription, business services, smb

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