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Payment Operations Manager

3 weeks ago
Mexico
Full-time
Senior
Operations Manager
Customer and Technical Support
Apply Now
Ottimate

Ottimate

Ottimate, formerly known as Plate IQ, offers AP Automation AI Software that revolutionizes the invoice lifecycle with detailed GL mapping and deep learning AI. Their solutions cover End to End AP Automation, Invoice Automation, Payment Automation, and ...

IT Services
$164M raised
View All Jobs 11

Description

  • Lead, coach, and develop a team of Payment Operations Analysts.
  • Monitor and improve client service performance through metrics such as CSAT, response times, and case resolution.
  • Ensure clients receive timely, professional, and accurate communication during issue resolution.
  • Partner with Customer Success and Account Management to resolve client concerns and improve the payment experience.
  • Oversee daily support operations across Virtual Card, ACH, and Check payment workflows.
  • Serve as an escalation point for complex client issues, payment exceptions, and urgent requests.
  • Troubleshoot payment-related inquiries and drive efficient issue resolution.
  • Identify recurring operational and client issues and implement practical solutions to improve service quality.
  • Improve internal workflows, support documentation, standard operating procedures, and team templates.
  • Share client feedback and operational insights with Product, Engineering, Vendor Operations, and Customer Success.

Requirements

  • 4+ years of experience in payment operations, customer operations, fintech operations, banking operations, or a related field.
  • 1+ years of people leadership experience, team lead experience, or demonstrated success mentoring and coaching others.
  • Experience supporting clients in a fast-paced SaaS, fintech, or payments environment.
  • Working knowledge of B2B payment methods including ACH, Virtual Card, and Check payment workflows.
  • Strong experience handling client escalations and resolving sensitive customer issues with professionalism.
  • Experience using operational and service metrics such as CSAT, response times, case volume, or resolution metrics to improve team performance.
  • Excellent written and verbal communication skills.
  • Strong organizational skills with the ability to manage multiple priorities in a fast-moving environment.
  • Experience in accounts payable automation, B2B payments, or fintech is preferred.
  • Familiarity with payment platforms or similar payment technologies is preferred.
  • Experience leading teams in a remote or distributed work environment is preferred.

Benefits

  • Ottimate is an equal opportunity employer committed to diversity and inclusion.
  • The company does not discriminate based on race, color, national origin, religion, gender, gender expression, sexual orientation, age, veteran status, disability status, or marital status.
  • Candidates are encouraged to apply even if they do not meet 100% of the listed qualifications.

Interested in this position?

Apply directly on the company website

Apply Now

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