One Inc · 1 month ago
Payment Operations Manager
United States
Full-time
Remote
Mid, Senior Level
$80K/yr - $100K/yr
3+ years expOne Inc is a leading provider of a digital payments platform for insurance companies, focused on maximizing retention and minimizing processing costs. The Payments Operations Manager will oversee a team responsible for managing onboarding and change control processes, ensuring seamless updates and compliance within the payment system environment.
FinanceFinancial ServicesFinTechInsurTechPayments
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 FAQ’s 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 request from merchants, including modifications to account information or processing needs
Ensure all queues are cleared within Service Level Agreements (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 enforcing strict operational controls and checkpoints to prevent change request processing errors
Maintain audit ready documentation and ensuring adherence to regulatory and internal policy standards
Monitor and track issues 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 request
Comprehensive understanding of One Inc product offerings
Conduct weekly 1:1’s with individual contributors for guidance and coaching
Be available for after-hours support as needed
Other duties as assigned
Qualification
Required
3-5 years of Payment processing or related field
3-5 years of Management experience
Detail oriented, self-motivated and attention to accuracy
People -oriented and customer focused
Excellent attention to detail, strong investigative skills and exceptional analytical skills
Proficiency in Microsoft Office Applications is required
Proficiency in JIRA and Salesforce is required
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 current processes
Excellent customer service ability that results in trust and long-standing relationships with our customers
Bachelor's Degree in Business, Project Management or equivalent work experience in Financial technology or relevant field
Proven work experience as a Payment Facilitator or similar role, – insurance and or payments experience is preferred
3+ years of experience within payment processing space or merchant onboarding in the payments industry
Preferred
Proven work experience as a Payment Facilitator or similar role, – insurance and or payments experience is preferred
Benefits
Medical, dental, and vision insurance
Life insurance
Stock options
Commitment to a solid work/life balance
Policy of promoting from within whenever possible
Company
One Inc
We understand how paramount the customer experience is to a carrier's success.
501-1000 employees
H1B Sponsorship
One Inc has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (1)
2023 (1)
2021 (1)
2020 (6)
Funding
Current Stage
Late StageTotal Funding
$35.5MKey Investors
Nordic CapitalAVP
2024-03-14Private Equity
2020-02-20Acquired
2017-05-02Private Equity· $15.5M
Leadership Team
Michael Ellis
CFO
Timothy Boyle
Chief Operating Officer
Recent News
2025-10-31
Company data provided by crunchbase