Payments Manager – Canada in Markham

THE COMPANY
Jonas Club Software is an industry leading club-first management platform built exclusively for private and member-driven clubs and designed to be the single source of club truth. Used by thousands of clubs across five continents for more than 35 years, Jonas Club combines hospitality-grade performance with a global team of over 6,000 professionals focused on service, security and continuous improvement. It is engineered for hospitality operations, complies with SOC 2 and PCI requirements, and supports extensibility through APIs and partner integrations. Our unified, contextual activity timeline brings reservations, point-of-sale and food and beverage, billing and finance, events, member services and reporting into one secure platform that enables seamless interactions between members, staff and the broader club community.

POSITION
This manager is responsible for leading the team that sets up merchant accounts and configures payment gateways for our clients. This role sits within the Professional Services Department and reports to the Director of Professional Services, working in close partnership with other Professional Services managers to keep payments-related implementation work aligned with broader PS timelines, processes, and client commitments. We are looking for someone with a passion for process, compliance, and predictability. The right person will be someone who is energized by building repeatable, thought-leading workflows and who treats accuracy and accountability as non-negotiable when client money, banking details, and sensitive payment data are involved. This person will be excited to build a like-minded team under them and continue to impress leadership with forward-thinking process updates that keep the team moving efficiently towards their targets. Minimal local travel may be occasionally necessary to assist at local client sites.

JOB RESPONSIBILITIES:

• Oversee a team Implementation Specialists and Trainers responsible for merchant services setup, gateway configurations, and portal training.
• Ensure the team's timely setup of merchant accounts with clients, PCI-compliant workflows, and recurring billing configurations.
• Guide our clients through best-practice merchant underwriting and onboarding documentation. Help the team build ongoing resources around clear business verification, owner/signer identity verification, and banking verification to streamline the back-and-forth that causes the most common delays.
• Manage a team of direct reports, including hiring, training, and day-to-day workload monitoring.
• Track and report on team performance, implementation timelines, and outstanding escalations.
• Manage escalations, including held or flagged transactions and merchant account issues raised by clients or the underwriting/processing partner.
• Partner with Security, DevOps, Compliance, Finance, and/or CSI to maintain compliant and predictable operations.
• Maintain and continuously improve documentation for merchant onboarding, gateway configuration, Merchant ID (MID) structuring across business lines (e.g., POS, food & beverage, retail, hotel, online payments), and recurring billing setup.
• Coordinate with Jonas Project Managers and other PS leadership to align payments work with overall implementation schedules and client expectations.
• Monitor industry and regulatory changes (PCI-DSS, card network rules, etc.) and adjust team processes proactively.
• Conduct regular team status meetings and provide clear direction on priorities.

JOB QUALIFICATIONS:

• 5-7 years of experience in merchant services, payment operations, or related technical implementation work.
• 2-3 years of experience directly managing a team.
• Hands-on experience with PCI-DSS compliance requirements (including self-assessment questionnaires and vulnerability/IP scans) and audit processes.
• Experience configuring or managing payment gateway/merchant processor platforms.
• Experience with recurring billing or subscription-based payment systems.
• Experience managing relationships with banks, acquirers, underwriting partners, or other external payment vendors.
• Experience guiding clients through merchant underwriting or KYB (know-your-business) documentation requirements.
• Deal with conflicts head-on: settle disputes equitably and in a timely manner.
• Strong organizational skills: use resources effectively and efficiently, and arrange information and files in a useful manner.
• Care about direct reports and listen. Monitor workloads and appreciate/reward extra effort of direct reports.
• Effectively cope with change/ambiguity and shift gears comfortably, particularly as compliance and payment industry requirements evolve.
• Demonstrate composure under pressure and be a settling influence in challenging times.
• Is easy to approach and builds rapport well.
• Sought out by others for advice and solutions based on strong decision quality.
• Experience developing direct reports and doesn't shy away from those who need work.
• Experience with hiring and staffing a team.
• Strong priority setting in order to eliminate roadblocks and create focus.
• Capable of creating processes to create resource efficiency and manage through systems.
• Comfortable in a client-facing role, with a professional and courteous disposition when handling sensitive escalations.
• Strong sense of ethics/values: understands the trust placed in this role given its access to financial, banking, and compliance-sensitive processes.