Payments Operations Manager (Charlotte, US)

Payments Operations Manager (Charlotte, US)

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 and 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 and regulatory communications, risk monitoring, record retention, and disputes and chargebacks. 

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

This role is a great opportunity to expand your knowledge and expertise in 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 Vendor Management of Worldpay and Finix; track KPIs and escalate any violations of contractual obligations
  • 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 and 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 the sub-merchant onboarding practice:  documentation, policies and procedures, ongoing improvement, and adequate oversight (checks and balances) are in place
  • Ensures all sub-merchant risk and underwriting requirements -and- practices support the Payments Policy Guide. 
  • Continually develops and oversees that the appropriate forms and process flows are in place to board sub-merchants. 
  • Builds out and monitors the sub-merchant pricing tables in the payments onboarding tool by product and channel. 

Sub-merchant Operations

  • Oversees Client Alert/Notification processes in case of outages or impacts to regularly scheduled activity
  • Responsible for RCA (root cause analysis) development and tracking of merchant operational items
  • Responsible for supporting Passport customer service personnel on inquiries and tickets related to the payments service and/or reporting
  • Monitors out-of-balance reporting and resolve any issues that arise
  • Oversees reconciliation of outgoing settlements to merchant accounts and collection of fees to Passport
  • 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.  


  • Performs the role of acting AML Compliance Representative for Passport. This requires taking continuing industry educational courses to remain up-to-date.
  • Implement an employee training program covering all OFAC (focused on AML) related training requirements as outlined in the Payments Policy Guide. 
  • 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 is responding appropriately (as documented in the Payments Policy Guide). 
  • Ensures annual testing of our AML program is executed. 
  • Responsible for ensuring that all merchants meet KYC requirements
  • Develops and manages Chargeback Management policy; assists with educating clients on Chargeback processes and best practices. 

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 1,000 cities, universities and agencies, including Chicago, Toronto, London, Los Angeles, and Miami, Passport is one of the fastest-growing companies on the Inc. 5000 and Deloitte Technology Fast 500 lists. Passport is backed by Rho Capital Partners, H.I.G. Growth Partners, ThornTree Capital Partners, Bain Capital Ventures, Grotech Ventures, MK Capital, and Relevance Capital. For more information, visit

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