Manager, Electronic Payment Strategy & Operations

Primary Responsibilities

Electronic Payment Strategy & Operational Oversight

• Make operational decisions regarding payment portals that ensure accuracy, cost efficiency, and seamless customer payment experience.

• Drives adoption and utilization of autopay and Quench’s portal, including hosted pay pages, payment links in invoices and promoting reduced customer payment friction.

• Oversee decline recovery and chargeback resolution, ensuring timely handling and achievement of targeted KPIs.

• Manage day-to-day processing, monitoring, and reconciliation of electronic payments across various vendor portals and internal platforms e.g. Zuora, Stripe, Visa, ACH, and related banking platforms.

Vendor & Partner Management

• Serve as the primary operational liaison for payment vendors Visa, Stripe, banks, and related partners e.g. Ariba, Coupa, Bill.com etc.

• Manage service levels, coordinate issue resolution, and oversee QA and testing activities related to payment processing.

• Support payment platform enhancements, interfaces, and other related technology changes.

Customer Experience & Cross Functional Collaboration

• Prioritize customer centric problem solving within all payment operations.

• Partner with Cash Applications, Collections, Billing, IT, and Support teams to resolve systemic issues and improve the end-to-end payment journey.

• Contribute to broader AR and organizational initiatives aligned with Culligan Quench’s mission and growth.

Process Optimization, Controls, and Risk Management

• Assess existing processes for inefficiencies; lead process redesign efforts using continuous improvement principles.

• Maintain and strengthen payment controls, safeguard customer financial data, and uphold departmental safety/soundness standards.

• Monitor risk indicators and implement early warning controls to mitigate financial exposure.

Analytics, Reporting & Insights

• Build automated reporting tools and dashboards to track payment performance, decline trends, settlement activity, and operational risks.

• Deliver insights and recommendations to senior leadership that support strategic decision making and long-term improvements.

• Maintain data accuracy, documentation standards, and audit ready reporting.

People Leadership & Team Management

• Build, lead, coach, and develop a team focused on electronic payment workflows and high-quality operational performance for the US Direct business.

• Establish performance expectations, conduct regular feedback sessions, and ensure organizational adherence to internal controls and compliance standards.

• Allocate work, manage workload distribution, and foster a culture of continuous improvement.

Required Qualifications

Education: Bachelor's degree in finance, Accounting, Business Administration, or related field; or equivalent relevant experience.

Experience:

• 5+ years of experience in electronic payments, AR operations, or financial operations within a US-based environment.

• 2+ years of people management or team leadership experience.

• Hands-on experience with vendor portals e.g. Ariba, Coupa, Bill.com and payment process vendors e.g. Stripe, Visa, Zuora, ACH platforms, or comparable systems.

• Technical Skills: Advanced proficiency in Excel and strong working knowledge of data reporting tools (Looker, Power BI, or similar).

Competencies:

• Strong analytical and problem-solving capability

• Operational discipline and attention to detail

• Ability to manage high volume, time sensitive workflows

• Excellent communication and cross functional collaboration skills

• Demonstrated ability to implement process improvements and maintain controls

Preferred Skills/Experience:

• Experience with chargeback management, payment declines, settlement processes, and reconciliation.

• Knowledge of US financial regulatory rules (card network regulations, NACHA rules).

• Experience working in a subscription-based or recurring revenue environment.

• Familiarity with cash positioning or cash forecasting processes in a corporate setting.