Payment Operations Manager

Ottimate

Payment Operations Manager leading payment operations team for Ottimate. Focused on client experience and team performance with a fast-paced fintech environment.

Posted 5/22/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $105,000 - $110,000 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

payment operationscustomer operationsfintech operationsbanking operationsB2B payment methodsACHVirtual CardCheck payment workflowsoperational metricsAI tools

Soft Skills

leadershipcoachingclient serviceproblem-solvingcommunicationorganizational skillsteam developmentfeedbackquality reviewsprocess improvement