Senior Conservation Operations Manager

About the Role:

Serving our Outdoors clients at PayIt is a critical role that ensures they achieve outcomes and deliver exceptional service to hunters, anglers, and outdoors enthusiasts. The Client Operations team makes sure clients have what they need day-to-day to make effective decisions, expand their use of PayIt, and collaborate with internal teams to solve problems.

This role supports state-level agencies, such as Departments of Conservation,  that use PayIt as their system of record for licensing, permitting, game management, and/or vehicle licensing. These agencies also rely on PayIt’s tools to configure their own product catalogs, configure their own marketing campaigns, and power end-user web and mobile experiences for license purchase, game checks, and more. 

The Senior Conservation Operations Manager – Outdoors oversees multiple complex accounts, advising Client Success Managers on operational needs and driving outcomes that support retention, growth, and cross-functional collaboration. While not a technical role, it requires fluency in our product ecosystem and close coordination with Product, Engineering, and Customer Support to triage and track bug tickets, coordinate feature releases, and support clients through their seasonal work and craft.

What You'll Be Doing: 

• Act as a subject matter expert (SME) on Outdoors client operations, with knowledge of contract SLAs and hunting, fishing, and vehicle practices in each client jurisdiction.
• Serve as a key member of the client team throughout the full lifecycle—transitioning accounts from implementation to sustainment, coordinating with Product, Engineering, and Support to resolve issues, establishing ticket workflows, and coaching clients on submission best practices.
• Maintain a shared calendar of peak seasons, regulatory changes, and high-risk periods; provide ongoing updates and reports to leadership; and ensure cross-functional teams are prepared for upcoming events or operational impacts.
• Develop and deliver client-facing reports on a recurring and ad hoc basis, including:
• Oversee release readiness across Product, Implementation, and Support to ensure smooth deployment of releases and hotfixes. Manage communication of release notes, known issues, and client impacts, serving as the primary point of contact for release-related questions.
• Lead issue management by assessing severity, coordinating internal resources, owning client communications, and ensuring timely resolution with clear documentation and remediation.
• Train clients on PayIt products and ensure they have the knowledge and resources to use the platform effectively.
• Meet regularly with clients to build rapport, identify friction points, and recommend configuration improvements. 
• Manage bug ticket submission, testing, and deployment coordination with Product, Engineering, and Release Management.
• Partner with Client Success Managers to monitor agency performance on the PayIt platform, including transaction volumes and user behavior.
• Contribute to internal SOPs and playbooks on areas such as ticket triage, enhancement requests, go-live operations, and client reporting; identify opportunities for automation or AI to improve efficiency.
• Expect 30% travel.

What You'll Need to Have: 

• 5+ years of experience in operations, program coordination, or technical account management, ideally within SaaS, GovTech, or regulated industries
• Experience hunting or angling, or interest in and understanding of state conservation practices 
• Strong project management skills with the ability to prioritize, track, and execute multiple workflows in a fast-paced, cross-functional environment
• Proven experience developing internal SOPs and playbooks
• Proficiency with Jira, Confluence, Google Workspace, and CRM platforms (e.g., Salesforce or Zoho)
• Skilled in creating and delivering client-facing reports, identifying friction points, and proposing solutions
• Excellent communication, documentation, and stakeholder management skills across internal teams and client accounts
• Strong analytical and problem-solving skills, with the ability to apply data-driven insights to opportunities and challenges