Payment Operations Manager

Ottimate

4d • $105,000 - $110,000 • Remote

About The Position

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.

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.

Nice To Haves

• 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.

Responsibilities

• 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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed