Payment Operations Manager

Salary range: $85,000 USD – $95,000 USD. The range represents the budgeted amount for this position; final offers are based on skill set, experience, location, qualifications and other job‑related factors. Position Title Payments Operations Manager – Payment Operations Department. Reports to the Director of Payment Operations. Full‑time, exempt FLSA status. Description The Payment Onboarding Manager will oversee a team responsible for the end‑to‑end change control processes within the payment system environment. This individual should possess expertise in risk identification, developing detailed process documentation, and establishing robust internal controls to mitigate operational errors and compliance risks. The role is essential to maintaining the integrity and efficiency of our merchant services platform, with a primary focus on change control management and error prevention. Strong analytical capabilities and meticulous attention to detail are required to ensure consistent delivery of high‑quality outcomes. Essential Job Functions & Key Responsibilities Develop and execute comprehensive onboarding project plans, including timelines and milestones. Collaborate with internal teams and external clients to gather requirements, manage expectations, and ensure alignment throughout the onboarding lifecycle. Create and maintain onboarding documentation, including user guides, training materials and FAQs to facilitate a smooth and efficient onboarding experience for merchants. Prepare and conduct thorough training for onboarding and change management functions to ensure team members are equipped for evolving business needs. Serve as the escalation point for onboarding and change management, providing guidance, training and support to individual contributors. Manage and process change requests from merchants, including modifications to account information or processing needs. Ensure all queues are cleared within Service Level Agreement (SLA) requirements and adhere to the delivery timeframe for onboarding tasks—coverage, response times, satisfaction standards and accuracy. Regularly analyze change management to identify potential problems, areas of improvement and determine root cause. Troubleshoot issues with client processing configurations for merchant accounts. Monitor the actions of individual contributors for accuracy and efficiencies in daily operations. Design and enforce strict operational controls and checkpoints to prevent change request processing errors. Maintain audit‑ready documentation and ensure adherence to regulatory and internal policy standards. Monitor and track issue logs to proactively detect and resolve inefficiencies. Identify areas for improvement in the onboarding process and propose and implement solutions to enhance efficiency, merchant satisfaction and overall onboarding effectiveness. Address and resolve any issues or challenges that arise during the onboarding process, ensuring timely and effective resolution to maintain customer satisfaction and project success. Ensure timely, accurate and complete onboarding of clients in Digital Payments as well as upstream partners. Develop, maintain, and update reports to assist and inform various partners and departments on payment related issues. Work with the Director of Payment Operations to eliminate blockers. Identify potential roadblocks and offer solutions to ensure adherence to the process or policy. Maintain 2–4 audits per week for change management requests. Comprehensive understanding of One Inc product offerings. Conduct weekly 1:1 meetings with individual contributors for guidance and coaching. Be available for after‑hours support as needed. Other duties as assigned. Skills & Abilities 3–5 years of payment processing or related field experience. 3–5 years of management experience. Detail‑oriented, self‑motivated and highly accurate. People‑oriented and customer‑focused. Excellent investigative and analytical skills. Proficiency in Microsoft Office, JIRA and Salesforce. Strong interpersonal skills and the ability to adapt in a changing environment. Solid organizational skills, including multitasking and time‑management. Strong client‑facing and teamwork skills. Excellent listening, verbal and written communication skills. Ability to function with high‑level and long‑term strategy in mind. High level of intellectual curiosity and challenge existing processes. Excellent customer service ability that fosters trust and lasting relationships. Education & Experience Bachelor’s Degree in Business, Project Management or equivalent work experience in financial technology or a related field. Proven work experience as a payment facilitator or similar role; insurance and/or payments experience is preferred. 3+ years of experience within the payment processing space or merchant onboarding in the payments industry. Growth mindset, problem solver, ethical behavior, resource leverage, strong drive, team player, supportive & adaptable to change, commitment to personal & professional development. Physical Demands Standard indoor office setting; exposure to computer screens. Requires repetitive motion. Substantial movements/motions of the wrists, hands, and/or fingers. Sufficient mobility to work in an office setting; stand or sit for prolonged periods of time; operate office equipment including computer keyboard, mouse, scanner and other tools as needed. Vision: See within normal vision range with or without correction; vision sufficient to read computer screens and printed documents. Hearing: Ability to hear within normal audio range with or without correction. Equal Opportunity Statement One Inc is an equal opportunity employer and complies with all EEOC legislation in each jurisdiction it operates in. #J-18808-Ljbffr One-Inc