Overview

The Manager, Payments Intelligence & Analytics is responsible for giving the Billing organization a clear view of how billing and payment operations are performing and why results are changing. The role builds the reporting and monitoring needed to identify issues, explain changes in collections and payment performance, and support decisions across the function. It also supports franchise billing by investigating franchisee questions, identifying recurring issues, and improving visibility into franchise billing performance. When collections dip, a dunning change needs to be evaluated, a franchisee has a billing question, or fees look unusual, this role is expected to find the cause and explain what is happening.

This role follows a hybrid schedule and requires regular, in-person work at our Hampton, NH or Boston, MA office. Our hybrid model is M/T/W in office and TH/F are optional work-from-home. Candidates must reside within commuting distance of one of these locations. Fully remote work is not available for this role.

Responsibilities

Payment Systems Monitoring

• Build and maintain real-time and recurring monitoring of payment performance across ACH and card.
• Track authorization rates, ACH return rates, and decline code patterns; investigate anomalies and flag opportunities to the payments strategy team.
• Monitor collections rates, recovery curves by cohort, and dunning performance; investigate declines, identify root causes and contributing factors, and explain findings to support strategy decisions.
• Track dispute rates and chargeback win rates by reason code; identify cases where representment economics are favorable and flag opportunities to the Payments & Fraud team.
• Monitor processor performance and flag degradation, outages, or threshold breaches (NACHA return, Chargeback ratios, etc.) in real time.

Fee & Interchange Intelligence

• Monitor interchange and processor fee data across card types, payment methods, and routing decisions; investigate anomalies and identify cost reduction opportunities.
• Monitor payment economics reporting to support fee negotiations and processor decisions.
• Compare ACH and card economics, including cost and recovery rates, to support payment mix decisions.
• Provide analysis for multi-processor evaluation, including authorization performance, cost, and routing.

Franchise Billing Intelligence & Support

• Monitor franchise billing performance, including royalty and fee collection rates, aging, and exception patterns, and provide recurring reporting for franchise operations.
• Investigate franchisee billing and payment questions that require data analysis or root-cause review and provide clear answers to franchisees and internal stakeholders.
• Identify recurring patterns in franchise billing data that may point to broader issues and raise them before they become widespread.
• Partner with the data team to make sure franchise billing data is represented accurately in dashboards and reporting.

Analytical Infrastructure

• Build and maintain KPI dashboards across payments, collections, fraud, and franchise billing for leadership.
• Work with the company's data team to define metrics, validate dashboard outputs, and make sure billing and payments data is represented accurately.
• Prepare the monthly leadership reporting package for the Director, Billing, covering performance across the function.
• Establish baseline metrics during the build phase so changes can be measured from the first billing cycle.

Qualifications

• Bachelor's degree in Finance, Business, Data Analytics, or related field
• 5+ years of experience in finance operations, fintech, or consulting
• Strong analytical skills, with experience working with large payment datasets, identifying patterns, and turning findings into business recommendations
• Experience building dashboards and recurring reporting in Power BI, Tableau, or equivalent tools
• SQL proficiency; able to query payment and billing data directly without relying on data engineering for every analysis
• Strong communicator who can explain complex data findings to non-technical stakeholders, including franchisees
• Experience in payments analytics, billing operations, or fintech preferred
• Familiarity with ACH and card payment data structures, return codes, and interchange reporting preferred
• Experience working with a central data or business intelligence team as a domain expert
• Knowledge of payment processing platforms, fee observability tools, or processor reporting APIs preferred
• Exposure to franchise billing, multi-entity accounting, or royalty reporting preferred
• Exposure to SOX-controlled environments preferred
• Extremely detail-oriented, efficient, and organized with an exceptional ability to establish priorities and objectives
• Excellent presentation and communication skills along with the ability to communicate effectively across all levels of the organization
• Able to establish and maintain effective, collaborative work relationships with diverse individuals, internally and externally
• Creative, progressive, thought leadership with the ability to influence at all levels of the organization
• Excellent leadership skills including the ability to build teams, motivate, guide, and mentor
• Dedicated learner with a natural curiosity for consistent growth
• Exhibits comfort, ease, and flexibility working in an extremely fast-paced ever-changing, deadline-driven environment
• Cooperative team player with an upbeat, positive, "can-do" attitude!

Perks

Planet Fitness cares about you and your well-being. We offer a comprehensive benefits package to eligible employees which includes the core medical, dental, vision, life and disability as well as supplemental accident, hospital and critical illness coverage options. In addition, we are proud to offer eligible employees a generous time off program (including volunteer time), childcare reimbursement, paid parental leave, pet care reimbursement, tuition reimbursement, free Black Card membership, learning and development programs and a whole host of engagement activities. We offer a 401(k) Plan with safe harbor employer matching and an employee stock purchase plan.This role is also eligible to participate in an annual corporate bonus incentive program based on company financial and personal performance.

The salary for NH-based and MA-based employees hired into this role will be aligned with the range below. This is a good faith estimate, and the amount of base salary will correspond with a candidate's professional experience, qualifications and internal equity.

Annual Base Salary Range: $120,000-$140,000

Note to Applicants: We have been made aware of an increasing number of hiring fraud schemes across numerous platforms. Planet Fitness never requires advance payments of any kind for computer equipment or any other purpose at the start of employment. Any request for you to provide payment information during the application process is part of a fraud scheme. Further, we recommend that you do not provide sensitive personal information (SSN, DOB, driver's license number) as part of the initial application process.