AddressWho is Book4Time?
Founded in 2004, Book4Time is a global leader in wellness and recreation management solutions for the hospitality market. Our SaaS platform manages the end-to-end guest experience and back office operations for hotels, resorts, casinos and private clubs in over 100 countries. In everything we do we are guided by five clear values: Commitment, Integrity, Teamwork, Accountability and Innovation.
About The Role
Reporting to the Chief Customer Officer, the Director, Payment Operations will be accountable for operations of Book4Time's payments business and will work closely with other functions including Sales, Marketing, Product, Finance, and Customer Success. The ability to navigate challenges, comfort with ambiguity, and ability to work creatively with the larger business to solve challenges is a must have.
How You'll Make An Impact
- Operational responsibility for our emerging payments line of business. Act as the main point of contact for 3rd party vendors on all operational matters including escalations.
- Report to executive leadership on Book4Time payments operational health and KPI's including: payments pipeline, conversions, total transaction volume, direct and referral revenue, account utilization, and more.
- Ensure that all aspects of merchant accounts fee structures are correctly set and monitor new merchant transactional flow, cost structure and profitability.
- Manage all risk activities on our payment platforms. This includes transactional monitoring, risk screening and management of any risk parameters within our platform.
- Own the merchant underwriting process and tool set. Work closely with the customer success team on the execution including merchant underwriting decisions.
- Work closely with Sales to understand merchant expectations, market needs, pipeline, etc.
- Lead voice of the customer conversations / sessions to gather payments feedback which can be used to improve our payments offering
- Guide our internal product team as to operational requirements when introducing new payment capabilities
- Develop documentation, playbooks and best practices for our CS teams so that customers are set up for success when it comes to their operational tasks including: merchant underwriting, refunds/voids, understanding settlement, reconciliation and reporting.
- Stay apprised of current industry pricing, especially for common 3rd party providers as well as general industry trends, as well as international payment processing needs.
What We're Looking For
- 5+ years Merchant Services experience is a must have
- Background in, or working with, SaaS organizations with a focus on integrated payments both North American and Internationally focused.
- Strong financial and analytical acumen
- Highly organized and comfort with being accountable to successful outcomes
- Able to communicate effectively with executive leadership
- Able to effectively communicate product gaps, their impact on the success of payments, and influence the product roadmap accordingly
- Collaborate positively across multiple disciplines: Marketing, Support, Sales, Product and Customer Success
- Strong analytical skills and comfort setting financial targets (e.g. profitability, revenue) and tracking progress to goals
- Degree in Accounting / Finance / Economics is preferred
Life at Book4Time
Book4Time is the leading cloud-based spa, wellness and leisure activity management software for the world's top hotels and resorts, used by more Forbes 5-Star resorts than any other vendor. We are the trailblazers in our space and we continually strive to learn and grow, while still taking the time to celebrate and recognize our teams from birthdays to anniversaries and team wins! Some of the ways Book4Time supports our team at and outside of work include:
- 100% employer-paid premium benefits
- Fitness membership program
- Annual wellness stipend
- Company match group RRSP program
- 18 days of paid time off plus corporate holidays
- Remote-First work environment (Office location: Markham, ON)
- Professional Development Budget
Additional Information
Book4Time is committed to accessible employment practices that are compliant under the Accessibility for Ontarians with Disabilities Act ("AODA") and supports equal opportunity. Accommodations are available on request for candidates taking part in all aspects of the selection process. For internal and external applicants who require accommodation in the recruitment and selection process, please contact 905-752-2588 or [email protected] for assistance/support.
As a condition of employment, all successful candidates will be required to complete a credit + background check.
