• Own end-to-end operational performance across North America, ensuring order execution consistently meets or exceeds client expectations for all time-critical shipments. • Serve as the senior operational escalation point for complex, high-stakes logistics challenges across the life sciences, pharmaceutical, aerospace, and medical device sectors. • Partner closely with commercial, quality, IT, and global teams to deliver tailored solutions that meet complex operational, regulatory, and service requirements. • Lead coordination across transportation networks and carrier partners to maintain service reliability and compliance in a dynamic, 24/7 operating environment. • Recruit, develop, and retain a high-performing team of 50+ operations professionals, fostering a culture of accountability, continuous improvement, and customer obsession. • Design and implement structured training and development programs that build technical depth, cross-functional knowledge, and long-term organizational capability.

Role Description Ottimate is seeking a customer-focused and hands-on Payment Operations Manager to lead our payment operations team and deliver an exceptional client experience. In this role, you will manage a team responsible for supporting clients across Virtual Card, ACH, and Check payment workflows, ensuring payment inquiries are handled quickly, accurately, and professionally. This role is ideal for a leader who enjoys coaching teams, solving operational challenges, and creating positive client experiences. You will balance day-to-day team leadership with process improvement, escalation management, and cross-functional collaboration to support Ottimate’s continued growth. Responsibilities - Client Experience & Team Leadership - 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. - Payment Operations & Escalation Management - 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. - Process Improvement & Collaboration - 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. Qualifications - 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. Preferred Qualifications - Experience in accounts payable automation, B2B payments, or fintech. - Familiarity with payment platforms similar payment technologies. - Experience leading teams in a remote or distributed work environment. Benefits - Ottimate is an equal opportunity employer that is committed to diversity and inclusion. - We do not discriminate based on race, color, national origin, religion, gender, gender expression, sexual orientation, age, veteran status, disability status, or marital status. - If you are excited about the role but do not meet 100% of the qualifications listed above, we encourage you to apply. - Nothing in this job posting should be construed as an offer or guarantee of employment.

• Facilitate and support Nex Playground’s retail partnerships through management of contracts, product distribution workflows, documentation, and regular partner meetings. • Track and manage project timelines, workback schedules, and deliverables to ensure on-time execution of product launches, promotions, and new market expansions. • Manage retail portals and vendor relationships, budget processing, and purchase orders needed for Nex Playground expansion within existing and new retail partnerships. • Strategize with retail team and other key Nex stakeholders to implement and improve upon operational workflows and processes involved in establishing retail partnerships, maintaining retail partnerships, and delivering product within online and in-person stores. • Analyze retail performance metrics and use data-driven insights to refine merchandising strategies and increase brand awareness. • Effectively communicate project updates, risks, and timelines to cross-functional teams and leadership.

Role Description The Medical Director is a physician leader responsible for the clinical quality, operational oversight, and continuous improvement of key clinical programs across Carrot. This role leads a team of clinicians and serves as a senior clinical owner for care delivery workflows, quality review, training, escalation support, protocol governance, and program readiness. This leader also provides clinical support for program development, cross-functional initiatives, and customer-facing clinical work, helping ensure Carrot’s programs, materials, and commitments are clinically rigorous, operationally feasible, and aligned with company standards. The role partners closely with Operations, Product, Member Success, Clinical Outcomes, Legal, Commercial, Customer Success, Solutions Consulting, and Marketing. It combines strong clinical judgment, people leadership, and program ownership, with accountability for supporting clinicians, maintaining up-to-date policies and protocols, contributing to credentialing and quality efforts, reviewing member feedback and trends, supporting new program evolution, and strengthening Carrot’s clinical positioning externally. Key Responsibilities - Clinical Leadership and Team Oversight - Lead, coach, and support a team of clinicians, including onboarding, development, performance management, and calibration of clinical practice standards. - Foster a culture of clinical rigor, accountability, collaboration, and continuous improvement across the team. - Provide day-to-day clinical leadership and support for complex questions, case guidance, and prioritization needs within the program. - Serve as a senior clinical escalation point for ambiguous, high-impact, or cross-functional issues requiring physician judgment. - Program Quality Policy and Audit Oversight - Design and support clinician onboarding and ongoing training on workflows, documentation, quality expectations, and clinical standards. - Own the development and maintenance of internal clinical resources, playbooks, SOPs, and operational guidance used across teams and ensure they remain current, practical, and aligned with evidence-based care. - Establish and oversee regular quality reviews and audits to assess consistency, safety, documentation quality, and adherence to program expectations. - Identify themes from audits, member feedback, and clinician questions, and translate findings into process improvements, training updates, and remediation plans where needed. - Support ongoing clinical education for relevant internal teams on program scope, clinical terminology, and appropriate escalation boundaries. - Partner with cross-functional stakeholders to operationalize updates to policies, workflows, and clinical guidance across the program. - Contribute to knowledge management and governance practices that support consistency, auditability, and scale. - Clinical Support and Escalation Management - Serve as a senior clinical resource for escalated or ambiguous member situations requiring physician judgment and cross-functional coordination. - Partner with internal teams to support timely, well-documented, and appropriate resolution of complex cases and member concerns. - Help define and reinforce clear escalation pathways, clinical decision support, and documentation standards across the program. - Surface clinical or operational risks early and partner with the appropriate stakeholders to resolve them effectively. - Program Development and Clinical Content - Provide clinical leadership and input into new and evolving clinical programs, care journeys, and related operational workflows. - Partner with Product and Operations teams to translate clinical requirements into clear program specifications, workflows, and guidance. - Support development and review of clinical content used in customer-facing materials, training materials, program documentation, and related external communications. - Contribute clinical expertise to strategic initiatives that may include proposals, customer questions, webinars, presentations, and other go-to-market activities. - Help ensure clinical responses, materials, and messaging are accurate, consistent, reusable, and aligned with Carrot’s standards and policies. - Credentialing, Compliance, and Readiness - Support clinician credentialing, licensure readiness, and related quality or compliance processes required for ongoing program operations. - Help ensure documentation, workflows, and operational practices meet internal standards and support accreditation or audit readiness where applicable. - Partner with relevant teams to ensure clinical and operational expectations are clearly documented and maintained over time. - Member Experience, KPIs, and Continuous Improvement - Review member feedback, complaints, and quality signals to identify trends and opportunities to strengthen the clinical experience. - Partner with Operations and cross-functional teams to improve workflows, clinician support, communication, and quality outcomes based on program insights and performance data. - Define and monitor key performance indicators related to quality, timeliness, escalations, clinician adherence, member experience, and program effectiveness. - Use data and clinical insights to identify priorities, inform decisions, and support continuous improvement across programs in scope. - Cross-Functional Collaboration and External Representation - Partner closely with Operations, Product, Member Success, Clinical Outcomes, Legal, Commercial, Customer Success, Solutions Consulting, and Marketing to support high-quality program delivery and growth. - Serve as a clinical representative in selected customer-facing or cross-functional settings, helping communicate clinical rationale, program design, and evidence-based perspectives clearly. - Support clinically rigorous external narratives, case studies, educational materials, and related thought partnership where appropriate. Qualifications - MD or DO from an accredited medical school. - Board certification in a relevant specialty, ideally Obstetrics and Gynecology or another closely aligned field. - Active, unrestricted medical license in good standing. - Significant direct clinical experience, ideally in women’s health, reproductive health, or another closely related area. - Experience in digital health, telemedicine, care delivery, clinical operations, or program leadership within a scaling healthcare environment. - Experience leading clinicians or clinical teams in a matrixed, cross-functional environment. - Demonstrated ability to translate clinical standards into practical workflows, policies, and decision frameworks. - Strong written and verbal communication skills, including the ability to collaborate effectively with clinical and non-clinical stakeholders and to explain complex clinical topics clearly. - Comfort working in a distributed environment and using modern collaboration and operational tools. Preferred Qualifications - Experience with quality programs, accreditation, credentialing, or regulatory readiness efforts. - Experience designing or improving clinical workflows, escalation models, or operational processes in partnership with Product or Operations teams. - Experience supporting product development, program launches, go-to-market activities, or customer-facing clinical work. - Experience using data and performance metrics to identify trends, drive decisions, and improve quality and efficiency. - Comfort operating in a fast-paced, evolving environment with a high degree of cross-functional collaboration. Benefits - Holistic Total Rewards package designed to support employees in all aspects of their life inside and outside of work. - Health and wellness benefits. - Retirement savings plans. - Short- and long-term incentives. - Parental leave and family-forming assistance. - Competitive compensation package, with a starting base salary ranging from $190,000 - $200,000. Fraud and Security Notice Please note that all communication regarding job opportunities at Carrot will come exclusively from an @get-carrot.com email address. If you receive messages from any other domain, please disregard them and report the incident to: securityreporting@get-carrot.com. Why Carrot? Carrot has received national and international recognition for its pioneering work, including: - Fast Company's Most Innovative Companies and World Changing Ideas. - Inc. Power Partners. - Modern Healthcare’s Innovators. - Fortune’s Best Workplaces in Healthcare. - Great Place to Work and Age-Friendly Employer certifications. Carrot is regularly featured in media reporting on issues related to the future of work, women in leadership, and healthcare innovation, including MSNBC, The Economist, Bloomberg, The Wall Street Journal, CNBC, National Public Radio, Harvard Business Review, and more.