Manager, Payments

Carrot
Des Moines
Workplace: OnsiteFull timeUSD 100,000 - 120,000 annuallyFunction: Customer Support (Service Desk)Experience: 3-5 yearsEducation: bachelorsSkills: ["Customer-centric mindset","Coaching","Communication","Data-driven decision-making","Process improvement"]

Lead a team of Claims Processors to ensure timely, accurate claims adjudication and an excellent member experience. Own Payments queue management, including triaging and monitoring SLAs and productivity, and serve as the escalation line of defense for complex cases. Track KPIs, coach and develop direct reports, drive process improvements, and partner cross-functionally (Product, Analytics, Member Support, Finance) to improve Payments operations and support growth.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Carrot
Carrot
3 days ago

Manager, Payments

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Lead a team of Claims Processors to ensure timely, accurate claims adjudication and an excellent member experience. Own Payments queue management, including triaging and monitoring SLAs and productivity, and serve as the escalation line of defense for complex cases. Track KPIs, coach and develop direct reports, drive process improvements, and partner cross-functionally (Product, Analytics, Member Support, Finance) to improve Payments operations and support growth.
Location: Des Moines
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Manage a team of Claims Processors and/or Senior Claims Processors, including hiring, onboarding, training, performance management, and career development.
  • •Own day-to-day management of Payments queues (e.g., reimbursements and on-call), including triaging work, assigning claims, and monitoring volume to meet SLAs and productivity targets.
  • •Handle complex member/customer escalations in partnership with Payments leadership and cross-functional teams as needed.
  • •Review and communicate team KPIs (CSAT, QA, productivity, aging inventory), including performance trends, risks, and mitigation plans.
  • •Identify trends in QA results/escalations and operational data to surface process and product improvement opportunities while providing continuous feedback to leadership.

Pay and Benefits

Salary: USD 100,000 - 120,000 annually
Perks:Parental LeaveFlexible Time

Key Requirements

  • •Bachelor’s degree required.
  • •Minimum 3-5 years of relevant experience in people management for claims processing, payments operations, or a related operations/support function.
  • •Available Monday–Friday between 11AM–8PM CT (with flexibility for coverage needs across shifts).
  • •Experience meeting and managing to SLAs and KPIs in a fast-paced, high-volume environment using data to drive decisions.
  • •Demonstrated mentoring/leading experience with strong coaching skills to elevate team performance.
Experience:3-5 yearsClaims processingPayments operationsOperationsSupport
Education:Bachelor's
Skills:Customer-centric mindsetCoachingCommunicationData-driven decision-makingProcess improvement
Tech Stack:JiraConfluenceZendeskAirtableG-SuiteStripeTableau

Company Brief

Carrot
I don't have enough info to provide an accurate 30–50 word company description for get-carrot.com. Please confirm if you want me to look up current public info (I can fetch details like size, funding, HQ and a brief).
Industry: HealthTech
Website