Manager, Payments

1 hour, 1 minute ago
Full-time
Mid Level
Operations
Carrot Fertility

Carrot Fertility

Carrot Fertility provides comprehensive global fertility benefits for employers, facilitating access to a wide range of fertility care services, including egg and sperm freezing, IVF, gestational surrogacy, and adoption, while offering personalized sup...

Insurance
251-1K
Founded 2016
$114M raised

Description

  • Manage Claims Processors and Senior Claims Processors, including hiring, onboarding, training, performance management, and career development.
  • Manage daily Payments queues by triaging work, assigning claims, monitoring volume, and meeting SLAs and productivity targets.
  • Handle complex member and customer escalations in partnership with Payments leadership and cross-functional teams.
  • Analyze KPIs including CSAT, quality, productivity, and aging inventory; communicate trends, risks, and mitigation plans.
  • Collaborate with Customer Success, Sales, Finance, Legal, Product, Analytics, and Member Support on customer launches and claims-processing needs.
  • Support onboarding and continuous training programs, documentation, and operational best practices.
  • Identify process and product improvement opportunities using quality, escalation, and operational data.
  • Provide leadership feedback to improve member and team experiences and inform product development.
  • Work onsite in Des Moines, Iowa, Monday through Friday from 11:00 AM to 8:00 PM CT, with flexibility to support coverage needs.

Requirements

  • Bachelor’s degree required.
  • 3–5 years of relevant people-management experience in claims processing, payments operations, or a related operations or support function.
  • Experience managing SLAs and KPIs in a fast-paced, high-volume environment and using data to make decisions.
  • Demonstrated mentoring or team-leadership experience with strong coaching skills.
  • Excellent written and verbal communication skills with an empathetic, customer-centric approach.
  • Adaptability and ability to learn, retain, and apply new information quickly.
  • Proficiency with tools such as Jira, Confluence, Zendesk, Airtable, G-Suite, Stripe, Tableau, or similar platforms.
  • Knowledge of insurance regulations, fertility or family-forming benefits, or complex claims adjudication preferred.
  • Multilingual skills or experience supporting diverse, global member populations preferred.
  • Availability for the required Monday–Friday, 11:00 AM–8:00 PM CT schedule.

Benefits

  • Base salary of $100,000–$120,000.
  • Competitive compensation, equity, comprehensive health and wellness benefits, and retirement savings plans.
  • Short- and long-term incentive programs.
  • Flexible Time Off and a culture that encourages employees to recharge.
  • Comprehensive parental leave and family-forming assistance.
  • Mission-driven, collaborative, inclusive, and values-oriented work environment.
  • Opportunity to contribute to global fertility and family-forming care access.

Interested in this position?

Apply directly on the company website

Apply Now

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