Manager, eCommerce Payments

About the team We are seeking a Payments Manager to join our eCommerce Payment Program Management team. This role is responsible for leading a program management team that oversees the planning, coordination, and delivery of billing and payments initiatives across Zillow. The Payments Manager will partner closely with Finance, Accounting, Product, Engineering, Compliance, and Data teams to ensure billing and payments programs are well managed, transparent, and aligned with business priorities. This is a people management role with responsibility for both program managers and reporting analysts. The ideal candidate brings strong experience in the billing and payments domain, alongside program management fundamentals, and the ability to use data, reporting platforms, and emerging AI-enabled tools to drive visibility and decision-making across complex initiatives. Deep familiarity and experience in the end-to-end merchant services domain and enterprise billing ecosystems is critical to success in this role. About the role Manage and support a payments program management team, including program managers and reporting analysts, by setting clear priorities and providing day-to-day guidance, coaching, and performance feedback. Oversee the planning and execution of billing and payments programs, ensuring initiatives are well scoped, tracked, and delivered in coordination with cross-functional partners. Establish and reinforce program management best practices such as intake, prioritization, dependency management, risk tracking, and stakeholder communication. Partner with Finance, Accounting, Product, Engineering, Compliance, and Data teams to coordinate cross-functional delivery of billing and payments initiatives. Support the development and maintenance of program roadmaps, balancing near-term delivery needs with longer-term platform and process improvements. Guide the reporting analyst in building and maintaining dashboards, metrics, and reporting that provide visibility into program progress, risks, and outcomes. Leverage data platforms such as Databricks, business intelligence tools, and emerging AI-enabled capabilities to improve program transparency, efficiency, and decision-making. Partner with third-party payment processors and gateway providers to manage integration health, escalate processing issues, and support contract and relationship oversight. Serve as a point of escalation for program risks and delivery challenges, helping teams navigate tradeoffs and resolve blockers. Oversee chargeback and dispute resolution workflows, tracking trends and partnering with Finance and Operations teams to reduce dispute rates and revenue leakage. Support SOX and compliance-related programs by coordinating timelines, documentation, and cross-team inputs. Communicate program status, risks, and outcomes clearly and consistently to stakeholders to ensure alignment and shared understanding. Manage relationships with key billing and payments vendors, including processors, platform providers, and system integrators, supporting contract renewals, performance reviews, and escalations. Foster a collaborative and accountable team environment while continuing to grow as a people manager and program leader in the billing and payments domain. This role has been categorized as a Remote position. “Remote” employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice, which must be identified to the Company. U.S. employees may live in any of the 50 United States, with limited exceptions. In California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC the standard base pay range for this role is $94,300.00 - $150,700.00 annually. This base pay range is specific to these locations and may not be applicable to other locations. In Colorado, Hawaii, Illinois, Maine, Minnesota, Nevada, Ohio, Rhode Island, Vermont, and Virginia the standard base pay range for this role is $89,600.00 - $143,200.00 annually. The base pay range is specific to these locations and may not be applicable to other locations. In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location. Employees in this role will not be paid below the salary threshold for exempt employees in the state where they reside. Who you are Bachelor’s degree in Computer Science, Applied Sciences, Finance, Accounting, or a related field, or equivalent practical experience. At least 5 years of management experience, including people leadership in program management, payments, billing, or related domains. At least 8 years of experience in the billing and payments domain, ideally within a fast-paced technology, eCommerce, or financial services environment. Hands-on experience with enterprise billing and ERP platforms, with strong preference for Zuora; experience with NetSuite, Oracle, or similar systems is a plus. Experience working with data and reporting platforms such as Databricks and business intelligence tools including Tableau, Domo, Power BI, or similar. Hands-on experience working with payment gateway and processor platforms such as Stripe, Braintree, Chase etc; familiarity with payment APIs and webhook-based integrations is a plus. Familiarity with AI and automation concepts and practical experience applying them to reporting, analytics, or program workflows. Proven success managing chargeback and dispute processes, including root cause analysis, representment workflows, and coordination with card networks or processors. Working knowledge of PCI, NACHA, and SOX requirements, including audit coordination and compliance processes. Working knowledge of payment fraud patterns, risk controls, and mitigation strategies in an eC