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Manager of Operations

iPayment, Inc. is a trusted provider of credit and debit card payment processing services to small merchants across the United States. Our payment processing services enable our merchants to accept credit cards as well as other forms of payment, including debit cards, checks, gift cards and loyalty programs in traditional card-present, or swipe transactions, as well as card-not-present transactions, such as those done over the phone or through the internet.

Position Summary:

The Manager of Operations oversees iPayment's Retention and Premier Services teams and is accountable for developing and implementing strategic plans to grow revenue and margin within the existing base of customers. In addition, the Manager will lead several high-performance teams to identify product cross-sell opportunities within our portfolio. Lastly, this position will spearhead the organization's initiatives to capture the "Voice of the Customer", turning data into actionable measures for servicing our highest value clients.

Key Responsibilities:

  • Deliver strategies and efficiencies to retain customers and increase profitability.
  • Lead high-performance teams in the areas of Customer Retention and Premier Client Services.
  • Identification of critical training needs for both Supervisors and employees and implementation of specific programs as needed.
  • Collection and reporting (weekly/monthly/annually) of all department production data with critical focus on retention, profit, production penetration, and efficiency.
  • Provide ongoing coaching and mentoring of team members.
  • Develop and drive key initiatives against existing premier merchant portfolio.
  • Partner with other department leaders to ensure consistency in all processes implemented to materially improve the overall customer experience.
  • Drive a culture of engagement, process efficiency, and results.

Key Competencies:

  • Personal Credibility - Displays honesty and integrity in all situations and under all circumstances; takes full responsibility for his/her own actions and that of the team; models highly professional behavior at all times and demonstrates cultural awareness.
  • Analytical Skills - Collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
  • Communication Skills - Provides ongoing, timely feedback to Operations team and organization leaders; communicates ideas in a clear and concise manner; openly shares expertise and ideas; demonstrates effective listening skills.
  • Interpersonal Skills - Builds effective relationships throughout the organization at all levels; demonstrates fairness and consistency in all actions; celebrates both team and individual success and achievement.
  • Results Focus - Demonstrates strong attention to detail and makes key decisions based upon data; ensures that team understands key metrics and establishes individual and team objectives based on those metrics.
  • Customer Focus - Understands customer expectations and sets clear vision to meet those expectations; ensures highly effective service delivery; addresses customer concerns proactively; develops objective measures of customer satisfaction.
  • Leadership - Able to make critical decisions and have difficult conversations; organizes team around individual strengths; solicits input from team and other stakeholders; establishes a learning environment and encourages continuous process improvement.

Experience & Requirements:

  • Bachelor's Degree plus a minimum of 5 years in a customer focused operations environment, at least 3 of which have been in a management role.
  • Relevant knowledge of payments industry (credit/debit card processing) and merchant processing ecosystem.
  • Experience in sales, retention, business development, and/or account management.
  • Strategic planning and resource allocation.
  • High proficiency in full Microsoft Office Suite programs.
  • Record of achievement in a culturally diverse organization.
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