Manager, eCommerce Payments

Role Overview

Manage Zillow’s eCommerce Payments program management team within the eCommerce Payment Program Management organization. Lead planning, coordination, and delivery of billing and payments initiatives across the company while partnering with Finance, Accounting, Product, Engineering, Compliance, and Data.

Responsibilities

• People management: Lead and support program managers and reporting analysts; set priorities and provide day-to-day guidance, coaching, and performance feedback.
• Program delivery: Oversee planning and execution of billing and payments programs; ensure initiatives are well scoped, tracked, and delivered with cross-functional partners.
• Program management best practices: Establish intake, prioritization, dependency management, risk tracking, and stakeholder communication processes.
• Roadmaps: Develop and maintain program roadmaps, balancing near-term delivery with longer-term platform/process improvements.
• Reporting & analytics: Guide reporting analysts to build dashboards, metrics, and reporting for visibility into progress, risks, and outcomes.
• Data & AI-enabled tools: Use data platforms (e.g., Databricks) and BI tools, plus emerging AI-enabled capabilities, to improve transparency and decision-making.
• Processor / gateway integrations: Partner with third-party payment processors and gateway providers; manage integration health and escalate processing issues.
• Escalations & risk management: Act as an escalation point for program risks and delivery challenges; help teams resolve blockers and tradeoffs.
• Chargebacks & disputes: Oversee chargeback and dispute resolution workflows; track trends and partner to reduce dispute rates and revenue leakage.
• SOX & compliance: Coordinate timelines, documentation, and cross-team inputs for SOX and related compliance programs.
• Vendor management: Manage relationships with billing/payments vendors (processors, platform providers, system integrators), including renewals, performance reviews, and escalations.
• Stakeholder communication: Communicate program status, risks, and outcomes clearly and consistently.

Requirements

• Strong billing and payments domain expertise.
• Deep familiarity with the end-to-end merchant services domain and enterprise billing ecosystems.
• Program management fundamentals with experience managing complex, cross-functional initiatives.
• Experience using data, reporting platforms, and dashboards to drive visibility and decision-making.
• Proven people leadership in a program management context (program managers and reporting analysts).

Nice-to-haves

• Experience leveraging emerging AI-enabled tools for reporting/visibility.
• Experience supporting SOX and compliance-related initiatives.

Location / Work Style

• Remote (U.S.): U.S. employees may live in any U.S. state with limited exceptions; the physical work location must be identified to the company.