Remote (Canada or United States)
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Owl Practice Suite is looking for a Payments Adoption and Operations Analyst to drive adoption, optimization, and operational excellence of our embedded payments platform across our customer base. This role involves supporting new customer onboarding, developing playbooks and campaigns that increase payments activation, leading payments-related training, implementing risk management processes, and serving as the internal and external SME for all payment-related questions. The ideal candidate will have strong Stripe operations experience, excellent interpersonal skills, and the ability to bridge customer-facing work with operational rigor, along with experience in SaaS payments or financial operations. A strong, reliable internet connection is required, and from time to time you may be asked to travel for in-person professional development and/or company events.
What You’ll Be Doing:
- Lead end-to-end payments onboarding for new customers, including building onboarding playbooks, documentation, and training resources.
- Partner with Sales, Marketing, and Customer Success to drive payments adoption, activation, and upsell opportunities.
- Serve as the internal SME on all payments-related topics—educating teams, answering customer questions, and improving understanding of our payments ecosystem.
- Develop and maintain documentation on payments processes, including sign-up flows, operations, and system workflows.
- Conduct ongoing performance analysis of payment funnels to identify friction points, usage trends, and opportunities to increase adoption and retention.
- Collaborate with Product and Engineering to evaluate payments performance, recommend enhancements, and improve customer experience.
- Own payments risk management: develop risk processes, manage disputes, monitor fraud, and partner with Stripe as needed.
- Maintain operational excellence in Stripe, including troubleshooting, reporting, and optimization of platform settings.
- Stay current on payment industry trends, regulations, and best practices to inform cross-functional strategies.
As Our Ideal Candidate, You’ll Have:
- Deep, hands-on Stripe operations experience (risk, disputes, fraud, onboarding, reporting, configuration).
- Experience in payments operations, fintech, SaaS payments, or embedded finance.
- Strong analytical skills with the ability to interpret payments data and uncover insights.
- Experience collaborating closely with Sales, Marketing, Customer Success, and Product teams.
- Exceptional communication skills and a “people-person” approach when working with customers and internal teams.
- Experience developing operational processes, documentation, and playbooks.
- Familiarity with tools like SQL, Pendo, Looker, Tableau, or other analytics platforms (preferred).
- Prior experience with Stack (preferred).
- Ability to thrive in a fast-paced, cross-functional environment and balance both strategic and hands-on operational work.
Equal Opportunity Employer: Owl Practice Suite is an equal opportunity employer. We do not discriminate based on race, ancestry, religion, color, national origin, gender, sexual orientation, gender orientation or expression, political belief, age, marital status, or disability status. Owl Practice Suite is also committed to fostering a culture of belonging, which includes ensuring an accessible work environment and employment practices. If you require an accommodation in completing any pre-employment assessments or applications, interviewing, or otherwise participating in the recruitment process, please email careers@owlpracticesuite.com.
Please Note: This is a remote position in Canada. which includes ensuring an accessible work environment and employment practices. If you require an accommodation in completing any pre-employment assessments or applications, interviewing, or otherwise participating in the recruitment process, please email careers@owlpracticesuite.com.