[Hiring] Payment Operations Manager @Ottimate

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.