• 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.

• The Technology Operations Manager provides leadership and oversight for operational technology services, with responsibility for driving long-term platform strategy while ensuring the effective execution of daily operations. • Support a technology ecosystem that includes AWS-based platforms, distributed data center environments, enterprise applications, and SaaS operational systems. • Oversee the stability and performance of cloud and on-premises environments, leading application support and operational response processes. • Direct service delivery and technical operations teams, enabling scalable infrastructure for engineering initiatives. • Manage enterprise network and database services, partnering closely with stakeholders across technology and business functions to support organizational objectives.

• Support the delivery of various equity and compensation plans • Assist in managing supplier operations for equity record-keeping and administration • Coordinate the execution of compensation programs using internal HR systems (Workday) • Prepare and execute annual compensation reviews and performance corrections • Maintain detailed operational documents • Monitor supplier performance and assist in implementing improvement plans • Respond to customer inquiries related to pay and benefits • Optimize processes to ensure efficient benefit delivery

• Own the full arc from post-purchase to resolution • Rebuild operating model with AI at the center • Drive structural cost reduction and margin improvement