Payments Operations Manager (Charlotte, US)

Payments Operations Manager (Charlotte, US)

About the Role:

The Payments Ops Manager is an integral role across the Passport organization. This role has cross-functional accountability for structuring, overseeing and executing payments-related services for clients (sub-merchants). This role reports directly to the Head of Payments and acts as the primary liaison to our Finance, Service Delivery, Legal and Client Success teams in supporting Passport’s payments policies and services with clients.  

The Payments Ops Manager’s primary responsibility is working cross-functionally to ensure all policies & procedures in the Payments Policy Guide are implemented and executed in the boarding and monitoring of all sub-merchants / clients. Critical areas of focus across all sub-merchants: underwriting, OFAC (office of foreign asset control), compliance, PCI (payment card industry) compliance, KYC (know your customer) and AML (anti-money laundering) compliance, payments industry & regulatory communications, risk monitoring, record retention, and disputes & chargebacks.

In addition, the Payments Ops Manager will be Passport’s acting AML Compliance Representative responsible for applicable record keeping and ensuring an employee training program is implemented across the required personnel at Passport.

This role is a great opportunity to expand your knowledge & expertise of integrated payment solutions and contribute to a fast-growing company in a dynamic work environment.


As stated above, this position works under the direction of the Head of Payments - and -

often works cross-functionally as the payments representative/industry expert across various policy owners. Being able to work effectively as a partner vs. an owner is a requirement of this role.

Worldpay Vendor Manager

  • Responsible for the project plan to implement Worldpay and other tangential vendors that makeup Passport Payments
  • Participates in QA testing on all systems and process flows (ongoing)
  • Represents Passport to Worldpay (and vice versa) on tactical issues and requests related to payments products & services
  • Coordinates quarterly and annual review meetings
  • Develops expertise of Worldpay’s capabilities and solutions for Passport
  • Escalates issues up to Head of Payments as needed

Sub-merchant On-Boarding

  • Responsible for physically onboarding sub-merchants (TBD)
  • Ensures all sub-merchant risk and underwriting requirements and practices support the Payments Policy Guide. Partner: Finance (owner)
  • Continually develops and oversees that the appropriate forms and process flows are in place to board sub-merchants. Partner: Implementation (owner)
  • Builds out and monitors the sub-merchant pricing tables in the payments onboarding tool by product and channel. Partners: Finance, Product Management (owner)

Sub-merchant Monitoring, Records, Communications

  • Implements and executes a sub-merchant monitoring practice supporting the Payments Policy Guide (i.e., daily, monthly monitoring and periodic review process).
  • Seeks opportunities for continuous improvement in the payments service delivery to sub-merchants. Example areas to monitor and find opportunities: chargeback/disputes, interchange rates, Worldpay processing costs
  • Ensures a record keeping practice is in place that supports the Payments Policy Guide and evolves as required.  Partner:  General Counsel (owner)
  • Provides direct support to Passport customer service personnel on inquiries and tickets related to the payments service.
  • Implements a communications program to all sub-merchants that supports Passport’s merchant processor (Worldpay) and bank sponsor (Fifth Third) requirements. Partners:  General Counsel (owner) and Marketing (executes communications)

AML Representative

  • Performs the role of acting AML Compliance Representative for Passport. This requires taking continuing industry educational courses to remain up-to-date.
  • Implements an employee training program covering all OFAC (focused on AML) related training requirements as outlined in the Payments Policy Guide. Partners: General Counsel, HR (owner)
  • As the AML Representative, acts as the internal lead under the direction of General Counsel on any Federal Law Enforcement Agency’s inquiry and ensuring Passport personnel are responding appropriately (as documented in the Payments Policy Guide). Partner:  General Counsel (owner)
  • Ensures annual testing of our AML program is executed. Partner: CFO (owner)

About You:

You are an innovative, creative, analytical and strategic thinker, always thinking 3 or 4 steps ahead. You are passionate about Passport and the future of our business. You enjoy finding solutions and improvements, work effectively with cross-functional teams, and thrive in a fast-paced setting that is constantly evolving. You constantly set the bar high with your daily work and your project portfolio, and then raise the bar higher. You always hit your deadlines.  You thrive in a constantly changing, fast-paced environment. You love working with teams. You listen, collaborate, take note of alternate viewpoints, and implement the best solutions.

You obsess over the details.  You blend technical ability with business acumen. You are effective at connecting long-term vision to near-term objectives. You will have the opportunity to wear several hats, and you should be comfortable learning new things and taking on new responsibilities.

You are incredibly organized. Nothing slips through the cracks when you’re running a project. You measure everything. You are inquisitive, and you know how to listen and incorporate new knowledge into your business strategy. You have a knack for connecting the dots across multiple things and ensuring they are in sync. Above all else, you are also an excellent communicator, both written and verbal, and you understand how to effectively convey ideas to various stakeholders across the organization.


  • Problem solver and takes the initiative
  • Solid communication skills
  • Project management skills
  • Proficient in MS Office/G-Suite
  • Minimum 3-years payments experienced required, preferably with a merchant acquirer/processor and in a product or operations role
  • Working knowledge of the credit/debit card ecosystem
  • Working knowledge of the ACH ecosystem
  • Bachelor’s degree preferred

About Us:

Passport is transforming mobility management for cities, empowering them to create more livable and equitable communities. Passport’s mobility platform enables clients to digitally coordinate all modes of transportation and implement real-time, data-centric management of their curbside and street space through its enterprise software. Trusted by nearly 600 cities, universities and agencies, including Chicago, Toronto, London, Los Angeles, and Miami.

Apply for this job
  • Join our community for FREE today!

  • Create and share your own profile

  • Join the discussions

  • Publish your own items

  • Subscription to our Weekly eNewsletter

your benefits?

Get connected with Mass Transit Professionals Worldwide

Create your account

Sign in with LinkedIn Close

FREE membership benefits

  • * create and share your own profile
  • * join the discussions
  • * publish your own items on Mass Transit Networkmanage news, jobs, tenders, companies, events, showcases, educations, associations and literature.
  • * subscribe to our weekly eNewsletter
Add a job yourself