Payments Manager

What You’ll Own 💼

In this role, you will:

• Manage a team of Claims Processors and/or Senior Claims Processors, including hiring, onboarding, training, performance management, and career development.
• Foster a culture that is member‑centric, empathetic, collaborative, and aligned with Carrot’s mission of affordable and accessible fertility and family‑forming care for all.
• Own day‑to‑day management of the Payments queues (e.g., reimbursements, on‑call), including triaging work, assigning claims, and monitoring volume to meet SLAs and productivity targets.
• Serve as a line of defense for complex member and customer escalations, partnering with Payments Lead and cross‑functional teams as needed.
• Review and interpret team‑level KPIs (CSAT, QA, productivity, aging inventory) and communicate performance trends, risks, and mitigation plans to senior Payments leadership.
• Collaborate with internal stakeholders (e.g., Customer Success, Sales, Finance, Legal) to support new customer launches and address client‑specific nuances in claims processing.
• Support onboarding and continuous training programs for new and existing team members, often in collaboration with Payments Leads and QA.
• Identify trends in QA results, escalations, and operational data to surface process and product improvement opportunities. Partner with leadership and key stakeholders to drive solutions.
• Provide continuous feedback to leadership on how to improve both the member experience and team experience while contributing to product development based on insights gathered from member interactions and team feedback.
• Be available to work in office in Des Moines, Iowa Monday through Friday 11:00 AM - 8:00 PM CT

What Success Looks Like 📈

In your first 12–18 months, you will have:

• Built trust with your team and established a consistent, member-centered approach to coaching, feedback, and development.
• Created strong operating rhythms for queue management, escalations, staffing, and performance tracking.
• Improved team performance across service levels, quality, productivity, and member satisfaction.
• Identified and implemented process improvements in partnership with Payments and cross-functional teams.
• Helped strengthen onboarding, training, documentation, and best practices so the Payments team can scale effectively.

About You ✨

You likely have:

• Bachelor’s degree required
• Minimum of 3-5 years of relevant experience in people management for claims processing, payments operations, or a related operations / support function.
• Available to work Monday–Friday between 11AM–8PM CT, with flexibility to support coverage needs across shifts as required for the team.
• Effectively execute on meeting and managing to SLAs and KPIs in a fast‑paced, high‑volume environment; comfortable using data to drive decisions.
• Demonstrated experience mentoring or leading others (e.g., as a senior/lead/acting lead), with strong coaching skills and a track record of elevating team performance.
• Adaptable to a fast‑changing environment; able to quickly learn, retain, and apply new information essential to supporting members and teammates.
• Clear, empathetic communicator with excellent written and verbal communication skills and a strong customer‑centric mindset.
• Proficient with common business tools used by Payments (e.g., Jira, Confluence, Zendesk, Airtable, G‑Suite, Stripe, Tableau or similar analytics tools).
• Passionate about delighting members and improving their overall Carrot experience.
• Enthusiastic about Carrot Fertility’s mission and eager to join a collaborative, friendly, and dynamic team.

Nice to Have ⭐

While not required, we would be especially excited if you bring:

• Extensive knowledge of insurance regulations and industry best practices, including fertility and family-forming benefits or complex claims adjudication.
• Proficiency and comfort using business tools (e.g., Jira, Confluence, Zendesk, Airtable, G-Suite).
• Multilingual skills or experience supporting diverse, global member populations.

Why This Role Matters 🧡

As a Payments Manager, you’ll play a critical role in shaping the experience our members have at Carrot. You’ll lead a team that ensures claims are handled accurately, efficiently, and with care — helping members get the support they need at meaningful moments in their journey while building a strong, high-performing team around you.

This role also gives you the opportunity to make a real operational impact. You’ll partner across the business to improve processes, strengthen service quality, and help scale a team that keeps pace with Carrot’s growth — all while contributing to a mission that makes fertility and family-forming care more accessible for everyone.