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Don't Just Automate AP. Ottimate It. (Formerly Plate IQ)
Payment Operations Manager
Location
United States
Posted
68 days ago
Salary
$105K - $110K / year
Seniority
Senior
Job Description
Payment Operations Manager
Ottimate
• 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.
Job 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.
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