About the role
Payment Operations Manager
> Ottimate · Mexico (Remote) · Full-time · Posted 2026-05-15
Salary: USD 48,000–50,000
Workplace: remote
Department: Payment Ops
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.