Payment Operations Lead

Overview

About Owner.com

Owner is the all-in-one platform that restaurants use to succeed online.

Thousands of restaurant owners use our tools to build their website, drive online orders, create their own branded app, manage their customer relationships, and set up marketing automations.

You can think of it as Shopify meets HubSpot, but specifically for restaurants.

Learn more about the problems we are solving for our customers here.

Our vision

We’re starting by helping independent restaurants succeed online.

But it’s not just restaurants that need our help. Most local businesses are struggling with these same problems. Huge technology corporations are taking their customers, bleeding their profits, and making it hard for them to survive.

Once we nail the solution for restaurants–we’ll scale it into every other local business type.

In the future we envision, tens of millions of local business owners will use our technology to succeed in the digital age.

Our traction

In just over 3 years we\'ve generated tens of millions in revenue, served millions of guests, and processed hundreds of millions of online orders.

More importantly, we’ve helped thousands of restaurant owners save their businesses - and not only survive, but thrive.

Our team

Our team grew from under 100 to nearly 200 talented people in 2024. We’ve got top talent from the most successful companies in SMB software, including: Shopify, HubSpot, DoorDash, ServiceTitan, Rappi, Faire and Stripe.

We’ll be scaling even faster in 2025 to keep pace with our customer growth.

Where we work

Owner is a remote-first, global company headquartered in San Francisco, with a sales hub in Toronto. For a few of our roles we prioritize in-person collaboration at one of our office locations. Most of our teammates are distributed throughout the globe. Please review the role description and discuss with your recruiter for more details on location

Why we’re looking for you

Owner.com is building the all-in-one platform that helps independent restaurants grow and thrive. Payments are core to our mission - restaurants depend on us to reliably process tens of millions of online orders today. We’re looking for a Payment Operations Lead to design and scale our payments operations, ensuring accuracy, compliance, and reliability as we expand from U.S-based restaurants into international markets.

This role is 100% remote and can be based anywhere in the United States or Canada.

• Design and implement scalable payment operations processes and controls, ensuring reliable reconciliation, dispute handling, and settlement.
• Oversee operational risk management (onboarding reviews, transaction monitoring, chargebacks) and partner with Product/Analytics on risk model improvements.
• Monitor and improve payment performance metrics (approval rates, chargeback ratios, settlement timeliness) to enhance merchant trust and retention.
• Partner with Product, Engineering and Analytics to automate operational workflows, reduce manual intervention, and embed ops requirements into product design.
• Ensure regulatory compliance and risk management as Owner.com evolves its payments infrastructure and prepares for new markets and payments channels.
• Collaborate closely with Support to improve merchant experiences and streamline escalations.
• Develop operational playbooks, dashboards, and reporting to provide visibility into performance and risk.
• Lead remediation of operational incidents and drive continuous improvement.
• Over time, hire and grow a high-performing Payment Operations team.

• Report directly to the GM of Payments and partner with leadership to shape Owner.com\’s payments strategy, expanding beyond online ordering into additional payment channels and technologies.
• Collaborate with Product, Engineering, and Support teams to embed and scale payments across the platform.
• Align with Finance and Compliance on reconciliation, reporting, and regulatory needs.

• 5–10 years of experience in payments, fintech, SaaS, or payment operations roles.
• Direct experience with platform payments or marketplace models (Stripe, Adyen, or similar).
• Strong understanding of payment performance levers (fraud, chargebacks, approval optimization, settlement) and regulatory frameworks (KYC/KYB, AML, PCI, card network rules).
• Hands-on experience in operational risk management, including onboarding risk, transaction monitoring, and chargeback processes.
• Proven ability to design scalable processes, implement controls, and own operational metrics.
• Excellent problem-solving and data analysis skills; comfortable using tools/SQL to dive into payments data.
• Demonstrated cross-functional collaboration skills with Product, Engineering, Support, and Finance.
• 2+ years of experience leading or mentoring a team, with readiness and excitement to roll up sleeves as an individual contributor in the short term.
• Entrepreneurial mindset: thrives in ambiguity, adapts quickly, and takes ownership to drive outcomes.

• The estimated base salary range for this role is $65,000 - $85,000, plus a generous pre-IPO equity package
• Other benefits include comprehensive health coverage, remote-first workplace, unlimited PTO - plus extra fun perks

Communication from our team regarding job opportunities will only be made by an Owner team member with an @owner.com email address.

We do not conduct interviews over email or chat platforms, and we will never ask you to provide personal or financial information such as your mailing address, social security number, credit card numbers or banking information. If you believe you are being contacted by scammer, please mark the communication as "phishing" or “spam” and do not respond.