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Payment Operations Manager

2 weeks, 5 days ago
United States
Full-time
Senior
Operations Manager
Customer and Technical Support
Neural Networks
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 with a customer-first, accountable culture.
  • Provide regular coaching, feedback, quality reviews, and development planning to improve team performance.
  • Monitor support metrics such as CSAT, response times, case resolution, and related service outcomes.
  • Ensure clients receive timely, professional, and accurate communication during the resolution process.
  • Partner with Customer Success and Account Management to resolve client concerns and improve the payment experience.
  • Oversee daily payment support activities across Virtual Card, ACH, and Check payment workflows.
  • Serve as an escalation point for complex client issues, payment exceptions, and time-sensitive requests.
  • Troubleshoot payment-related inquiries and drive efficient issue resolution.
  • Identify recurring operational issues and implement practical improvements to service quality.
  • Improve workflows, support documentation, SOPs, training materials, and communication templates.
  • Share client feedback and operational insights with Product, Engineering, Vendor Operations, and Customer Success.
  • Support readiness for new processes, tools, and payment enhancements as the business grows.

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 service and operational metrics such as CSAT, response times, case volume, or resolution metrics to improve team performance.
  • Experience leveraging AI tools or automation to improve payment operations efficiency and client experience.
  • Familiarity with AI-assisted workflows for payment reviews, exception handling, or support operations.
  • Experience identifying opportunities to streamline processes through automation and operational improvements.
  • 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

  • Compensation of $105,000 - $110,000 plus a 10% annual bonus and stock options.
  • Competitive salary based on skills and experience.
  • Medical, dental, vision, and other company-subsidized benefits for you and your family.
  • Employer-sponsored 401(k) with company match.
  • Paid time off, with encouragement to use it.
  • Annual company retreats.
  • Opportunity to grow within a company that promotes from within.
  • Remote work location: US - Remote.

Interested in this position?

Apply directly on the company website

Apply Now

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