Manager, Card Payment Delivery

Responsibilities

• Coach and develop a team of 7–10 operations agents through real-time feedback and regular 1:1s
• Drive consistency and quality by ensuring adherence to standard operating procedures
• Manage daily execution against SLAs, including workload distribution and queue management
• Monitor KPIs and dashboards to identify trends and address performance gaps
• Champion the adoption of AI and automation tools to streamline manual tasks
• Resolve day-to-day customer escalations and uphold high experience standards
• Report team performance, productivity, and emerging risks to leadership
• Partner with Card and Customer Support teams to resolve recurring operational issues

Requirements

• 3+ years of front-line people management in high-volume operations (e.g., payments, collections, or contact centers)
• Proven track record of managing teams to meet KPIs and SLAs
• Strong data orientation with experience using dashboards and reporting tools
• Hands-on, coaching-first leadership style
• Bachelor's degree in Business, Finance, Operations Management, or equivalent practical experience
• Proficiency with Salesforce, Zendesk, MS Excel, and Google Suite
• Strong analytical and communication skills

Preferred Qualifications

• Experience in payments, fintech, banking, or card operations
• Familiarity with card payment concepts such as authorization, settlement, and chargebacks

About the Company

Tipalti is the AI-powered platform for finance automation, helping mid-market businesses manage accounts payable, global payouts, procurement, and more. The company partners with leading financial institutions like Visa and J.P. Morgan to enable secure global payments across 200+ countries.