Program Manager

We are seeking a Payments Program Manager to act as the primary strategic liaison among our government clients, third-party payment processor, and internal teams. The individual in this role will coordinate the comprehensive payment onboarding process, ensuring compliance, accuracy, and smooth integration as government agencies implement payment functionalities on our platform. Additionally, this position is responsible for overseeing payments implementation processes internally, maintaining up-to-date documentation, best practices, and team knowledge to support ongoing scalability.

• Lead the onboarding process for government clients implementing payment functionality, coordinating across multiple stakeholders including agency staff, third-party processors, and internal teams
• Configure payment workflows to meet specific client requirements while maintaining compliance with regulatory standards
• Develop and maintain onboarding documentation, process guides, and training materials for clients
• Maintain and continuously refine internal documentation, templates, and process guides to support scalable payments implementations.

• Serve as primary point of contact for payment-related inquiries and technical issues from government clients
• Troubleshoot payment failures, discrepancies, and processing delays in coordination with third-party processors
• Develop and implement protocols for rapid issue resolution and client communication
• Share insights, trends, and resolutions with internal teams to strengthen org-wide understanding of payments functionality and best practices.
• Reconcile billing data across clients, ensuring accurate fee calculations and payment routing
• Identify and resolve discrepancies in transaction records, settlement reports, and financial data
• Maintain accurate records of payment volumes, fees, and client-specific pricing arrangements

• Manage relationships with our third-party payment partner, serving as primary liaison for onboarding, payment go-live, and ongoing support
• Collaborate with the product team to inform pricing models, GTM strategies, and product roadmap based on client needs and market opportunities
• Provide insights on client pain points, and feature requests to drive product innovation

• 3+ years of program or project management experience successfully navigating ambiguous initial requirements that evolve into complex, multi-stakeholder onboarding processes—demonstrating adaptability and strategic problem solving throughout each project phase.
• 3+ years of experience in payments operations, financial services, or related field
• Deep understanding of payment processing systems, including ACH, credit card processing, and digital payment methods
• Knowledge of payment industry regulations and compliance requirements (PCI DSS, NACHA, OFAC, GIACT etc.)
• Strong analytical skills with experience in financial reconciliation and data analysis
• Excellent communication skills with ability to explain technical concepts to non-technical audiences

• Experience working with government agencies or in highly regulated environments
• Familiarity with payment gateway APIs and technical integration processes
• Project management certification or demonstrated project management experience
• Background in sales support or customer success

• A consultative approach to client relationships, balancing client needs with compliance and business requirements
• Meticulous attention to detail, particularly when managing financial data and regulatory requirements
• Problem-solving mindset with ability to navigate ambiguity and complex technical issues
• Collaborative spirit and ability to work effectively across technical, sales, and product teams
• Passion for public sector technology and improving how governments serve citizens
• Commitment to knowledge sharing and building internal expertise through documentation, training, and cross-team collaboration
• Effective communication among all parties to clearly convey complex and multifaceted processes.