Payment Operations Manager

🕒 May 22

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Ottimate

WebsiteLinkedInAll Job Openings

51 - 200 employees

Ottimate (formerly Plate IQ) is the leading AP automation AI.

📋 Description

• Lead, coach, and develop a team of Payment Operations Analysts, fostering a customer-first and accountable team culture. • Support team performance through regular coaching, feedback, quality reviews, and development planning. • Drive strong client service outcomes by monitoring key support metrics such as CSAT, response times, and case resolution. • Ensure clients receive timely, professional, and accurate communication throughout the resolution process. • Partner with Customer Success and Account Management teams to resolve client concerns and improve the overall payment experience. • Oversee daily payment support activities across Virtual Card, ACH, and Check payment workflows. • Act as an escalation point for complex client issues, payment exceptions, and time-sensitive requests. • Support the team in troubleshooting payment-related inquiries and ensuring issues are resolved efficiently. • Identify recurring client or operational issues and implement practical solutions to improve service quality. • Help improve internal workflows, team processes, and support documentation to increase efficiency and consistency. • Maintain standard operating procedures, training materials, and team communication templates. • Share client feedback and operational insights with internal teams including Product, Engineering, Vendor Operations, and Customer Success. • Support operational 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 operational and service 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.

🏖️ Benefits

• Compensation: $105,000 - $110,000 + 10% Annual Bonus + Stock Options • Competitive salary based on skills & experience. • Medical, Dental, Vision and other Company-Subsidized Benefits for you and your family. • Employer sponsored 401(k) with company match. • Paid Time Off (and the encouragement to use it). • Annual company retreats. • Promote from within philosophy.