Ottimate
Computer Software
PaymentOperationsManager
Neural analysis suggests this role is
optimal for Mid candidates.
“Payment Operations Manager at Ottimate. Skills: payment operations, team leadership, client experience, process improvement, escalation management. 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.”
What You'll Achieve.
deliver an exceptional client experience; ensure payment inquiries are handled quickly, accurately, and professionally; drive client service outcomes by monitoring key support metrics such as CSAT, response times, and case resolution; improve internal workflows, team processes, and support documentation to increase efficiency and consistency; support operational readiness for new processes, tools, and payment enhancements as the business grows
Industry & Context.
solving operational challenges; troubleshooting payment-related inquiries; identifying recurring client or operational issues; implement practical solutions to improve service quality
What They're Looking For.
Must Have
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., 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., organizational skills with the ability to manage multiple priorities in a fast-moving environment.
Nice to Have
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.
What You'll Do.
and develop a team of Payment Operations Analysts
fostering a customer-first and accountable team culture.
Support team performance through regular coaching
and development planning.
Drive client service outcomes by monitoring key support metrics such as CSAT
Ensure clients receive timely
and accurate communication throughout the resolution process.
Oversee daily payment support activities across Virtual Card
and Check payment workflows.
Act as an escalation point for complex client issues
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
and support documentation to increase efficiency and consistency.
Maintain standard operating procedures
and team communication templates.
Support operational readiness for new processes
and payment enhancements as the business grows.
How You'll Work.
Team & Collaboration
Partner with Customer Success and Account Management teams to resolve client concerns and improve the overall payment experience.; Share client feedback and operational insights with internal teams including Product, Engineering, Vendor Operations, and Customer Success.
Communication Scope
Excellent written and verbal communication skills.
Full Job Description
**The Role** 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 proce
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