Payment Operations Manager
O
OttimateFintech / SaaS
MexicoFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 4+ years of experience in payment operations, customer operations, fintech operations, banking operations, or a related field
- Required Skills
- Process improvementSaaS
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.
- Excellent written and verbal communication skills.
- Strong organizational skills with the ability to manage multiple priorities in a fast-moving 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.
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