Manager, Payments & Collections Strategy

Planet Fitness•Hampton, NH

7d•$120,000 - $140,000•Hybrid

About The Position

Founded in 1992 in Dover, NH, Planet Fitness is one of the largest and fastest-growing franchisors and operators of fitness centers in the world by number of members and locations. As of March 31, 2026, Planet Fitness had approximately 21.5 million members and 2,909 clubs in all 50 states, the District of Columbia, Puerto Rico, Canada, Panama, Mexico, Australia and Spain. The Company’s mission is to enhance people’s lives by providing a high-quality fitness experience in a welcoming, non-intimidating environment, which we call the Judgement Free Zone®. Approximately 90% of Planet Fitness clubs are owned and operated by independent business owners. At Planet Fitness, our unique mission has always been to enhance people’s lives by providing a high-quality fitness experience in a welcoming, non-intimidating environment. And we’re proud of the amazing Planet Fitness team that supports our clubs and team members. They are comprised of dynamic, dedicated, and talented individuals who represent our values of integrity, transparency, passion, respect, and excellence (while having fun!) in everything they do. Joining the PF family means being part of a company that cares about bettering the health and wellbeing of our communities. It means being a part of a supportive, engaging workforce with an inclusive culture that values diversity and creates an environment where everyone can feel they belong. It means encouraging professional growth and development. It means making true, lasting connections with your co-workers with celebrations, team building activities and engaging corporate events! It means creating a positive impact in our local communities through our Judgement Free Generation® philanthropic initiative. It means being part of a brand that you can be proud of! For the past 30 years, we’ve helped millions of people in their fitness journey and revolutionized the industry along the way. And we’re just getting started! Overview The Manager, Payments and Collections Strategy will be responsible for evaluating, developing, and implementing modern and effective payment and recovery strategies, dunning strategy, and collections execution across the full Planet Fitness ecosystem. This role will monitor payment processor performance, develop fraud prevention strategy, and drive payment fee optimization across ACH and card rails. The Manager, Payments and Collections Strategy will also serve as a key cross-functional partner to Technology and Finance leadership, providing data-driven recommendations on payment architecture to support the company’s growing card volume and improve collections rates. This role follows a hybrid schedule and requires regular, in-person work at our Hampton, NH or Boston, MA office. Our hybrid model is M/T/W in office and TH/F are optional work-from-home. Candidates must reside within commuting distance of one of these locations. Fully remote work is not available for this role.

Requirements

Bachelor’s degree in Finance, Business, Accounting, or related field
5+ years of experience in finance operations, fintech, or consulting roles
Experience in payment economics: interchange structures, fee optimization, and processor performance evaluation
Chargeback and dispute management experience: reason code analysis, representment strategy, and fraud monitoring
Strong analytical capability; comfortable reasoning from return codes, recovery curves, and cohort data
Experience in membership, subscription consumer, or franchise businesses
Familiarity with payment processors, billing tools, and data visualization tools such as PowerBI
Knowledge of fraud-prevention tools, bank account verification methods, and authentication frameworks
Experience with chargeback or representment platforms and pre-dispute alert services
Exposure to SOX-controlled environments
Extremely detail-oriented, efficient, and organized with an exceptional ability to establish priorities and objectives
Excellent presentation and communication skills along with the ability to communicate effectively across all levels of the organization
Able to establish and maintain effective, collaborative work relationships with diverse individuals, internally and externally
Creative, progressive, thought leadership with the ability to influence at all levels of the organization
Excellent leadership skills including the ability to build teams, motivate, guide, and mentor
Dedicated learner with a natural curiosity for consistent growth
Exhibits comfort, ease, and flexibility working in an extremely fast-paced ever-changing, deadline-driven environment
Cooperative team player with an upbeat, positive, “can-do” attitude!

Responsibilities

Design, deliver, and implement end-to-end payment attempt strategy including initial charge optimization, retry logic, and recovery workflows across ACH and card rails.
Develop and maintain a specialized strategy for neobank-issued accounts (e.g., Chime, Varo, CashApp) including evaluation of alternative payment methods.
Evaluate and recommend multi-processor strategy to reduce dependency on a single payment provider and optimize authorization performance.
Define and optimize member primary payment strategy across ACH and card, including evaluating which payment methods are accepted and incentivized.
Design and manage multi-channel dunning strategies (email, SMS, in-app) tailored to member behavior and return type.
Analyze involuntary churn data; connect payment failure patterns to member loss and translate recovery curve insights into actionable collections strategy improvements.
Monitor collections KPIs and drive recovery improvement while maintaining a positive member experience.
Partner with Billing, Operations and Accounting on write-off criteria and recommend policy standardization across corporate and franchise groups.
Ensure payment and collections strategies remain compliant with NACHA requirements and monitor for regulatory changes that require strategy adaptation.
Own the company’s payment fraud prevention posture: define the strategy, set risk thresholds, and drive continuous improvement as transaction volume and card mix grow.
Partner with Technology on fraud tooling selection, configuration, and ongoing performance monitoring.
Build and manage the chargeback program: prevention strategy, evidence standards, representment workflows, and win-rate optimization by tracking dispute rates and chargeback win rates by reason code; identify where representment ROI exceeds write-off.
Monitor processor performance, authorization rates, ACH return rates to identify optimization opportunities and drive strategic recommendations.
Own interchange and fee analysis across card types, payment methods, and routing decisions and flag anomalies and fee reduction opportunities.