Manager, eCommerce Payments

Zillow

3d•Remote

About The Position

We are seeking a Payments Manager to join our eCommerce Payment Program Management team. This role is responsible for leading a program management team that oversees the planning, coordination, and delivery of billing and payments initiatives across Zillow. The Payments Manager will partner closely with Finance, Accounting, Product, Engineering, Compliance, and Data teams to ensure billing and payments programs are well managed, transparent, and aligned with business priorities. This is a people management role with responsibility for both program managers and reporting analysts. The ideal candidate brings strong experience in the billing and payments domain, alongside program management fundamentals, and the ability to use data, reporting platforms, and emerging AI-enabled tools to drive visibility and decision-making across complex initiatives. Deep familiarity and experience in the end-to-end merchant services domain and enterprise billing ecosystems is critical to success in this role.

Requirements

Bachelor’s degree in Computer Science, Applied Sciences, Finance, Accounting, or a related field, or equivalent practical experience.
At least 5 years of management experience, including people leadership in program management, payments, billing, or related domains.
At least 8 years of experience in the billing and payments domain, ideally within a fast-paced technology, eCommerce, or financial services environment.
Hands-on experience with enterprise billing and ERP platforms, with strong preference for Zuora; experience with NetSuite, Oracle, or similar systems is a plus.
Experience working with data and reporting platforms such as Databricks and business intelligence tools including Tableau, Domo, Power BI, or similar.
Hands-on experience working with payment gateway and processor platforms such as Stripe, Braintree, Chase etc; familiarity with payment APIs and webhook-based integrations is a plus.
Familiarity with AI and automation concepts and practical experience applying them to reporting, analytics, or program workflows.
Proven success managing chargeback and dispute processes, including root cause analysis, representment workflows, and coordination with card networks or processors.
Working knowledge of PCI, NACHA, and SOX requirements, including audit coordination and compliance processes.
Working knowledge of payment fraud patterns, risk controls, and mitigation strategies in an eCommerce or digital payments environment.
Experience managing third-party vendor relationships in a billing or payments context, including performance monitoring and contract coordination.
Strong analytical and problem-solving skills, with the ability to translate complex information into clear insights and recommendations.
Highly organized and detail-oriented, with the ability to manage multiple programs and competing priorities effectively.

Responsibilities

Manage and support a payments program management team, including program managers and reporting analysts, by setting clear priorities and providing day-to-day guidance, coaching, and performance feedback.
Oversee the planning and execution of billing and payments programs, ensuring initiatives are well scoped, tracked, and delivered in coordination with cross-functional partners.
Establish and reinforce program management best practices such as intake, prioritization, dependency management, risk tracking, and stakeholder communication.
Partner with Finance, Accounting, Product, Engineering, Compliance, and Data teams to coordinate cross-functional delivery of billing and payments initiatives.
Support the development and maintenance of program roadmaps, balancing near-term delivery needs with longer-term platform and process improvements.
Guide the reporting analyst in building and maintaining dashboards, metrics, and reporting that provide visibility into program progress, risks, and outcomes.
Leverage data platforms such as Databricks, business intelligence tools, and emerging AI-enabled capabilities to improve program transparency, efficiency, and decision-making.
Partner with third-party payment processors and gateway providers to manage integration health, escalate processing issues, and support contract and relationship oversight.
Serve as a point of escalation for program risks and delivery challenges, helping teams navigate tradeoffs and resolve blockers.
Oversee chargeback and dispute resolution workflows, tracking trends and partnering with Finance and Operations teams to reduce dispute rates and revenue leakage.
Support SOX and compliance-related programs by coordinating timelines, documentation, and cross-team inputs.
Communicate program status, risks, and outcomes clearly and consistently to stakeholders to ensure alignment and shared understanding.
Manage relationships with key billing and payments vendors, including processors, platform providers, and system integrators, supporting contract renewals, performance reviews, and escalations.
Foster a collaborative and accountable team environment while continuing to grow as a people manager and program leader in the billing and payments domain.